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 5. Service Desk – Where the Value Is Realized

While we've now seen some of the most important processes in IT Service Management, we haven't encountered any functions until now. We discussed the difference between a process and a function in Chapter 1, Conceptualizing IT Service Management, and now we're at the right juncture to see the first and the most important function within the ITSM Helpdesk.

Obviously, processes alone cannot deliver effective service operations. A stable infrastructure and skilled people are equally important for achieving this. These groups of people utilize the capability of the infrastructure to execute the defined processes, in order to help deliver value to the business.

In this chapter, we'll see why the Service Desk (or Helpdesk) lies at the core of IT Service Management and how this function could be used to control the critical processes.

Topics covered in this chapter are:

  • Service desk: The visible face of the business

  • Critical roles and responsibilities...