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

Archiving data for housekeeping

With hundreds of requests and records being recorded almost on a daily basis, the performance of ServiceDesk Plus can easily degrade in the absence of proper housekeeping. Therefore, an archival plan is vital to keep the software performing at its best. The archived requests are stored separately from the active requests and have separate search and reporting options. However, it should be noted that the requests, once archived, cannot be modified, deleted, or moved back to the active state.

The following steps are taken to configure data archiving in ServiceDesk Plus:

  1. Navigate to Admin | Data Archiving from under the General block.

  2. Check the Enable Scheduled Data Archiving checkbox.

  3. Set the required parameters as shown in the following screenshot:


    Once archived, the requests can be seen by navigating to Requests | All Requests dropdown, and then clicking on the Archived Requests option, or by navigating to Quick Actions | Archived Requests.