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

Understanding the value-adding responsibilities

Now that we've seen the critical responsibilities of the service desk, let's also discuss some of the most common value-adding activities that the service desk conducts:

Understanding Knowledge Management

The value of collecting and churning data to turn it into information, knowledge, and finally, wisdom, is well known across organizations. The service desk, being situated at the core of IT Service Management, is often considered the function best placed to collect data and maintain a Knowledge Management System. The service desk is also the first in line for event monitoring, and hence best placed to spot trends and to help prioritize the actions.

One of the most important modules in ServiceDesk Plus to assist in Knowledge Management, is the Solutions tab. This allows the service desk to record solutions for future reference:

The solutions are stored in a parent-child tree-like structure and can be managed from the Manage Topics link. Some of...