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

Revisiting the knowledge base

We've seen the importance of Knowledge Management and the management of a knowledge base in Chapter 5, Service Desk – Where the Value is Realized. The approved and published solutions can be accessed by all without even logging into ServiceDesk Plus by using the following link:

http://<server name>:<port number>/sd/

To redirect the URL to the relevant page you need to enter the <server name> (for example, localhost), and the port ServiceDesk Plus is running on (for example, 8080). You can also navigate to the Solutions tab if you're already logged in.

To view the solutions which are still to be sent for approval (unapproved), or the solutions which have been sent but are pending approval, or the rejected solutions, we can use the Filter Showing dropdown in the Solutions block, as shown in the following screenshot: