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 Software Assets

While most of the CI management is taken care of via the CMDB, there are certain aspects of assets, for example, licensing of software, tracking of the use of certain applications (known as Software Metering), and so on, which need to be focused on exclusively.

ServiceDesk Plus helps to manage these aspects under various categories of Asset Management:

  • IT Assets: These include all IP-based assets, other than workstations

  • Non-IT Assets: These include non-IP-Based assets, such as furniture, telephones, and so on

  • Asset Components: For example, keyboards, monitors, and even consumable components such as print cartridges

  • Software

  • Groups: Assets based on certain properties fall under this category

A new Asset can be quickly created from the Quick Actions dropdown:

Another very useful feature available in this module is the Remote Control. This allows all of the scanned workstations to be reached and controlled from within ServiceDesk Plus. The steps are as follows:

  1. Go to...