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 4. Controlling Changes and Releases

All changes or releases happen for one of two reasons:

  1. Proactively seeking business benefits, such as offering new features to customers, reducing costs, improving the service, implementing compliance/audit/security/organizational guidelines, and so on.

  2. Reactively resolving errors, bug fixes, and more.

A control process needs to be put in place to manage the risks associated with the changes and to effectively assess, optimize, and mitigate these risks, and all CIs must be put under this control process. A comprehensive Change Management System is required to support this process. In this chapter, we'll see how ServiceDesk Plus fits the bill and helps manage the change and release process flows. We'll cover the following topics in this chapter:

  • Purpose, objective, and scope of Change Management and Release Management

  • Process flow and Connection with IPM Process, as described in Chapter 2, Managing Incidents and Problems

  • Role and responsibilities in...