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

Assessing risks and identifying metrics

While the Change Management process itself is established to better understand and deal with risks, there are some risks inherent in the process implementation itself. The following should be kept in mind and addressed before starting to enforce the Change and Release Management processes:

  • The additional layer might delay the delivery of critical changes and might be viewed as red tape, if it is not managed as part of an organizational Change Management process. People need to have it explained, convinced, and trained before any new process is mandated.

  • The lack of a system supporting the organization's change process may impact the efficient delivery of the objective.

  • If a clear distinction between operational, standard, and other changes is not established, the process might be overwhelmed and lose focus on more important changes.

  • In case of a lack of audit or access control, the change process might be bypassed, putting significant risk to the services...