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

Using the remote control

With the remote control feature, ServiceDesk Plus allows us to access and control workstations (with the agreement of the end user) located far from the helpdesk. Only the technicians who have been assigned the role of AERemoteControl are allowed to perform remote control on workstations. The roles can be assigned by navigating to Admin | Roles under the Users block. The following screenshot illustrates the various roles in ServiceDesk Plus:


Remote control for all workstations can be enabled/disabled by navigating to Admin | Self-Service Portal Settings under the General block, and then selecting the radio buttons from the Remote Control Access block.

To access a remote workstation, the following steps are to be performed:

  1. Go to the Assets tab.

  2. Click on Workstation, listed under IT Assets in the left-hand menu.

  3. Find and click on the name of the workstation that is to be accessed.

  4. Choose a method from the Remote Control dropdown in the Tasks bar at the top.


If Agent...