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

Chapter 3. Managing Assets and Configuration

So far we've talked about managing service catalogues, SLAs, incidents, and problems. However, all processes depend on the underlying assets, and managing these assets is vital for any successful organization. This becomes even more critical for a growing organization where assets are frequently added and the relationships keeps getting more and more intertwined and complex. As we have already seen, having a view on this relationship is also needed for assessing the extent of the impact of any incident.

This chapter starts with the objective and scope of IT assets and configuration management and will help the reader in discovering and managing IT assets. The chapter will also help readers to manage the software and hardware inventory and handle purchase and contractual agreements.

The topics covered in this chapter are:

  • Purpose, objective, and scope of IT Service Asset and Configuration Management (SACM)

  • Managing assets via Configuration Management...