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

Understanding the purpose, objective, and scope of IT Service Asset and Configuration Management (SACM)

The whole purpose of having a defined process for managing service assets and configuration is to identify, control, record, report, audit, and verify all IT assets, their attributes, and their relationships. This enables other ITSM processes to be effective and also protects the integrity of the IT infrastructure. The SACM process helps define and control the components of services and infrastructure and maintain accurate configuration information on not only the current state of the services and infrastructure, but also gives a view of historical and planned states. The SACM covers service assets across the service life cycle and provides a complete inventory of assets. Any external asset or service providers which need to be controlled could also be managed using the SACM process.

It helps the business and other processes by providing complete details for:

  • Change control: For example...