Book Image

ServiceDesk Plus 8.x Essentials

By : Ankush Agarwal
Book Image

ServiceDesk Plus 8.x Essentials

By: Ankush Agarwal

Overview of this book

IT service management (ITSM) refers to the implementation and management of quality IT services that meet the needs of your business. ServiceDesk Plus is an integrated web-based helpdesk tool that assists you in planning, setting up, and achieving the timely execution of IT services efficiently. ServiceDesk Plus 8.x Essentials is a practical, hands-on guide that walks you through the features of ServiceDesk Plus 8.x to help you set up and manage day-to-day IT services. The book also helps you to understand and practice the ITIL methodologies while using the tool for daily operations. ServiceDesk Plus 8.x Essentials conceptualizes the ITIL framework and takes you through the core processes and their implementation in ServiceDesk Plus 8.x in an easy and practical manner. The book will also help you to learn the process flows and manage incidents, problems, assets, and configurations while understanding the scope and responsibilities of the helpdesk. It also takes you through controlling changes and releases and highlights the features of the tools. If you need a concise handbook for a complete understanding of the metrics, challenges and risks of ITSM, then you have found the right book. With ServiceDesk Plus 8.x Essentials, you will learn everything you need to know to administer and manage IT services using ServiceDesk Plus, while making ITIL concepts practical and fun.
Table of Contents (13 chapters)
ServiceDesk Plus 8.x Essential
About the Author
About the Reviewer

Assessing risks and identifying metrics

It's a good idea to be aware of the risks and to have a mitigation plan ready before adapting to the Incident and Problem Management processes:

  • Lacking management and staff commitment in adhering to the process

  • Non-availability of resources and tools

  • Absence of prerequisites (for example, Problem Management cannot function if the Incident Management process is not followed)

  • Unclear responsibilities and accountability

  • Absence of technical or functional knowledge

  • Inadequate training

  • Resistance to change

It is also useful to establish the critical success factors for these processes and the associated KPIs. Following is just a guideline with some frequently used metrics for these processes:

  • Number of incidents or problems: Total, per category, per priority level, reopened, repeated, escalated, and so on

  • Resolution Time: Average, Within/Missing SLA, and so on

  • Number of Incidents per known problem

  • Timing of particular incidents

  • Number of problems deemed uneconomical...