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 critical roles and responsibilities

The service desk, as we've seen, serves as the single point of contact for the users and has the primary responsibility of restoring normal service to users, to allow them to return to their work satisfactorily. There are several day-to-day tasks that help to achieve this objective, and which are the responsibility of the service desk:

  • Logging and categorization of incidents and service requests

  • Performing the first level of diagnosis and resolving incidents/requests they are capable of, and correctly and timely escalating the others

  • Timely user communication and updates

  • Closing incidents, requests, and others

  • Conducting satisfaction surveys

  • Updating the CMS

The service desk executes several processes and performs various roles in its day-to-day activities.

Managing events

This is the process to monitor all the events that occur throughout the IT infrastructure and to detect, manage, and escalate alerts and exceptions.


Events: A change of state...