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

Managing assets via Configuration Management Database (CMDB)

Any asset or component that needs to be managed and controlled from an ITSM perspective is called a Configuration Item (CI). It could be hardware, software, documents, and even people. The characteristics describing a CI are called its Attributes, and the link, dependency, or connection between CIs are called its Relationships.

The first step of Configuration Management is to establish a logical model of the infrastructure by recording the relationships between these CIs. This logical model is often used as the single common representation of assets and their relationships, and is used by all parts of the organization, including non-IT divisions.

The supporting system to manage the service assets and their configurations is termed the Configuration Management System (CMS). It holds all the information for the CIs in scope. The physical database used to store this information is called the Configuration Management Database (CMDB...