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

Service desk – the visible face of the business

A service desk is a functional unit made up of people responsible for dealing with a variety of service events.

While all the processes provide value to the business, the operational side is where the execution of the business is carried out and where the value is measured. This is the most visible side of the business. Additionally, it's the service desk which is the primary, and often the single, point of contact for the users, and hence, users perceive the organization from their experience with the service desk. The service desk also acts as the bridge between the users and the internal IT view. Even for cases where Technical or Application Management staff assistance is required, the service desk is generally the first point of contact for the users. The service desk can, hence, both compensate for the deficiencies, or vice versa, by creating a poor impression of an otherwise effective organization. That is why it's so important to get...