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

Establishing the roles and responsibilities of the service desk

The service desk might play the role of the coordinator of the Change and Release Management processes and is also the crucial link with Incident and Problem Management. However, even in cases of dedicated functions for these processes, certain responsibilities lie with the service desk:

  • Role of change initiator: As part of Problem Management, the service desk may initiate changes required for problem resolution. Even for proactive changes, the service desk may log the change in the system and control its flow. The service desk may also raise change requests based on service requests.

  • Incident or Problem Manager: Once the change is agreed to have been successfully resolved in the initial incident, the associated incidents and/or problem records are also marked as closed by the service desk. The service desk also raises any incident resulting from the change itself.

  • CAB Member: The service desk should be represented on the Change...