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 challenges, critical success factors, and risks

There are several challenges and risks associated with the service desk function. Also, it being the user-facing side of IT, it is extremely critical to be aware of these challenges and have plans to manage the same.

Understanding the challenges

  • Managing the ongoing cost of services

  • Addressing design, testing, or deployment flaws, especially in the absence of additional funding

  • Varying user expectations

  • Filtering and managing the significant events

  • The ability to identify and authorize requestors

  • Engagement with technical and application teams

  • Involvement with the management of other processes

Understanding the critical success factors

  • Clearly defined SLAs, OLAs, and contracts

  • Agreed and documented standard requests and authorization details

  • Management support

  • Business support

  • Staffing and retention

  • Validity of testing and quality assurance

Assessing risks

  • Unavailability of training or resources

  • Inadequate monitoring or reporting capabilities...