Index
A
- active directory
- importing from / Method 5 – importing from the Active Directory
- administrative tasks, Service desk
- alerts
- about / Managing events
- All Solutions / Understanding Knowledge Management
- Asset reports / Using predefined ServiceDesk Plus reports
- assets / Managing Software Assets
- Attributes / Managing assets via Configuration Management Database (CMDB)
- Audit reports / Using predefined ServiceDesk Plus reports
B
- Bing Bang approach / Implementing the Release Management process flow
- Browse by Topics / Understanding Knowledge Management
C
- centralized service desk / Service desk – the visible face of the business
- Change Management
- about / Understanding the purpose, objective, and scope of Change and Release Management
- objective / Understanding the purpose, objective, and scope of Change and Release Management
- scope / Understanding the purpose, objective, and scope of Change and Release Management
- process flow, implementing / Implementing the Change Management process flow
- risks, accessing / Assessing risks and identifying metrics
- metrics, identifying / Assessing risks and identifying metrics
- key performance indicators / Assessing risks and identifying metrics
- Change Management process flow, implementing
- about / Implementing the Change Management process flow
- RFC, creating / Step 1 – creating and recording the RFC
- RFC, recording / Step 1 – creating and recording the RFC
- RFC, reviewing / Step 2 – reviewing the RFC
- change, acessing / Step 3 – assessing and evaluating the change
- change, evaluating / Step 3 – assessing and evaluating the change
- changes, authorizing / Step 4 – authorizing changes
- implementation, coordinating / Step 5 – coordinating implementation
- post implementation review, performing / Step 6 – performing a post-implementation review
- Change Record, closing / Step 7 – closing the Change Record
- Change Record
- closing / Step 7 – closing the Change Record
- CIs
- populating / Step 2 – populating CIs
- adding, manually / Method 2 – adding new CIs manually
- CI Types
- deciding / Step 1 – deciding and configuring CI Types
- configuring / Step 1 – deciding and configuring CI Types
- CMDB
- used, for managing assets / Managing assets via Configuration Management Database (CMDB)
- CMDB, in ServiceDesk Plus
- CI types, deciding / Step 1 – deciding and configuring CI Types
- CI types, configuring / Step 1 – deciding and configuring CI Types
- CI, populating / Step 2 – populating CIs
- CSV file, using / Method 1 – using a CSV file
- new CIs, adding manually / Method 2 – adding new CIs manually
- Windows Domain Scan / Method 3 – Windows Domain Scan
- Network Scan / Method 4 – Network Scan
- active directory, importing from / Method 5 – importing from the Active Directory
- Information Model, creating / Step 3 – creating the Information Model
- Configuration Items (CI) / Stipulating the requirements for Incident and Problem Management
- Configuration Management database (CMDB) / Stipulating the requirements for Incident and Problem Management
- Configuration Management System (CMS) / Step 5 – investigating and diagnosing the problem, Managing assets via Configuration Management Database (CMDB)
- Contract reports / Using predefined ServiceDesk Plus reports
- contracts
- managing / Managing contracts
- CSV file
- using / Method 1 – using a CSV file
- Customer Based SLA / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Customer facing services / Differentiating between Service Portfolio and Service Catalog
- custom reports
- using / Using custom reports
D
- data
- archiving, for housekeeping / Archiving data for housekeeping
- Define Survey option / Conducting user surveys
- Definitive Media Library (DML) / Tracking software and licenses
E
- E-mail Command feature
- about / Controlling with e-mail commands
- configuring / Controlling with e-mail commands
- events
- managing / Managing events
- about / Managing events
- notifications, changing / Raising event notifications
- correlations, comparing / Comparing event correlations
- exception
- about / Managing events
F
- flash reports
- using / Using flash reports
- Follow-the-sun / Service desk – the visible face of the business
- FrequentlyAsked Reports / Using query reports
- function
- and process, differentiating / Differentiating between process and function
- Functional escalation / Step 5 – escalating incidents
G
- Groups section / Tracking software and licenses
H
- Helpdesk reports / Using predefined ServiceDesk Plus reports
- Hierarchical escalation / Step 5 – escalating incidents
- housekeeping
- data, archiving for / Archiving data for housekeeping
- housekeeping tasks, Service desk
I
- Incident Management
- about / Understanding Incident Management
- issues / Understanding Incident Management
- scope / Understanding Incident Management
- requisites / Stipulating the requirements for Incident and Problem Management
- process flow, implementing / Implementing the Incident Management process flow
- metrics, before adapting / Assessing risks and identifying metrics
- risks, before adapting / Assessing risks and identifying metrics
- Incident Management process flow, implementing
- incidents, identifying / Step 1 – identifying and logging incidents
- incidents, logging / Step 1 – identifying and logging incidents
- incidents, categorizing / Step 2 – categorizing incidents
- incidents, prioritizing / Step 3 – prioritizing incidents
- incidents, diagnosing / Step 4 – diagnosing incidents
- incidents, escalating / Step 5 – escalating incidents
- incidents, resolving / Step 6 – resolving and recovering from the incident
- incidents, recovering from / Step 6 – resolving and recovering from the incident
- incidents, closing / Step 7 – closing the incident
- incidents
- logging / Step 1 – identifying and logging incidents
- identifying / Step 1 – identifying and logging incidents
- categorizing / Step 2 – categorizing incidents
- prioritizing / Step 3 – prioritizing incidents
- diagnosing / Step 4 – diagnosing incidents
- escalating / Step 5 – escalating incidents
- recovering / Step 6 – resolving and recovering from the incident
- resolving / Step 6 – resolving and recovering from the incident
- closing / Step 7 – closing the incident
- managing / Managing incidents
- informational
- about / Managing events
- Information Model
- creating / Step 3 – creating the Information Model
- IT Service Category / Differentiating between Service Portfolio and Service Catalog
- ITSM
K
- knowledge base
- revisiting / Revisiting the knowledge base
- Knowledge Management
- Known Error database (KEDB) / Step 4 – diagnosing incidents, Step 5 – investigating and diagnosing the problem
L
- License Agreements section / Tracking software and licenses
- local service desk / Service desk – the visible face of the business
M
- Mail server
- settings / Managing access
- Manage dropdown
- additional fields / Deleting a Service Category
- SLAs / Deleting a Service Category
- metrics
- before adapting Incident management, identifying / Assessing risks and identifying metrics
- before adapting Problem management, identifying / Assessing risks and identifying metrics
- before adapting Change management, identifying / Assessing risks and identifying metrics
- Multilevel SLA / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
N
- Network Scan
- about / Method 4 – Network Scan
- New Change form / Step 3 – assessing and evaluating the change
O
- OLA
- and SLA, differentiating / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
P
- Phased approach / Implementing the Release Management process flow
- Proactive Problem Management / Understanding Problem Management
- Problem/Change reports / Using predefined ServiceDesk Plus reports
- Problem Management
- about / Understanding Problem Management
- processes / Understanding Problem Management
- requisites / Stipulating the requirements for Incident and Problem Management
- Problem Management, processes
- Reactive Problem Management / Understanding Problem Management
- Proactive Problem Management / Understanding Problem Management
- Problem Management process flow, implementing
- about / Implementing the Problem Management process flow
- proble, detecting / Step 1 – detecting the problem
- problem, logging / Step 2 – logging the problem
- problem, categorizing / Step 3 – categorizing the problem
- problem, prioritizing / Step 4 – prioritizing the problem
- problem, diagnosing / Step 5 – investigating and diagnosing the problem
- problem, investigating / Step 5 – investigating and diagnosing the problem
- problem, resolving / Step 6 – resolving and closing the problem
- problem, closing / Step 6 – resolving and closing the problem
- problems
- detecting / Step 1 – detecting the problem
- logging / Step 2 – logging the problem
- categorizing / Step 3 – categorizing the problem
- prioritizing / Step 4 – prioritizing the problem
- diagnosing / Step 5 – investigating and diagnosing the problem
- investigating / Step 5 – investigating and diagnosing the problem
- resolving / Step 6 – resolving and closing the problem
- closing / Step 6 – resolving and closing the problem
- process
- and function, differentiating / Differentiating between process and function
- Pull approach / Implementing the Release Management process flow
- purchase orders
- managing / Managing purchase orders
- Purchase reports / Using predefined ServiceDesk Plus reports
- Push approach / Implementing the Release Management process flow
Q
- query reports
- using / Using query reports
R
- Reactive Problem Management / Understanding Problem Management
- Relationships / Managing assets via Configuration Management Database (CMDB)
- release
- planning / Step 1 – planning the release
- Release Management
- about / Understanding the purpose, objective, and scope of Change and Release Management
- goal / Understanding the purpose, objective, and scope of Change and Release Management
- objective / Understanding the purpose, objective, and scope of Change and Release Management
- scope / Understanding the purpose, objective, and scope of Change and Release Management
- key performance indicators / Assessing risks and identifying metrics
- Release Management process flow, implementing
- about / Implementing the Release Management process flow
- release, planning / Step 1 – planning the release
- build, test, preparing for / Step 2 – preparing for build, test, and deployment
- deployment, preparing for / Step 2 – preparing for build, test, and deployment, Step 5 – preparing for deployment
- release, building / Step 3 – building and testing
- release, testing / Step 3 – building and testing
- service, testing / Step 4 – testing service and pilots
- pilots, testing / Step 4 – testing service and pilots
- deployment, performing / Step 6 – performing deployment
- deployment, verifying / Step 7 – verifying
- early life support, offering / Step 8 – offering early-life support
- record, reviewing / Step 9 – reviewing and closing the record
- record, closing / Step 9 – reviewing and closing the record
- remote control feature
- using / Using the remote control
- remote workstation
- accessing / Using the remote control
- reports
- generating / Generating reports
- resolution / Step 6 – resolving and recovering from the incident
- Resources reports / Using predefined ServiceDesk Plus reports
- RFC
- creating / Step 1 – creating and recording the RFC
- recording / Step 1 – creating and recording the RFC
- reviewing / Step 2 – reviewing the RFC
- risks
- before adapting Incident management, identifying / Assessing risks and identifying metrics
- before adapting Problem management, identifying / Assessing risks and identifying metrics
- before adapting Change management, identifying / Assessing risks and identifying metrics
S
- SACM
- scheduled reports
- using / Using scheduled reports
- Service Based SLA / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Service Catalog
- and Service Portfolio, differentiating / Differentiating between Service Portfolio and Service Catalog
- Service Category
- deleting / Deleting a Service Category
- Service desk
- roles, establishing / Establishing the roles and responsibilities of the service desk, Establishing the critical roles and responsibilities
- responsibilities, establishing / Establishing the roles and responsibilities of the service desk, Establishing the critical roles and responsibilities
- about / Service desk – the visible face of the business
- local service desk / Service desk – the visible face of the business
- centralized service desk / Service desk – the visible face of the business
- virtual service desk / Service desk – the visible face of the business
- Follow-the-sun / Service desk – the visible face of the business
- specialized groups / Service desk – the visible face of the business
- events, managing / Managing events
- event notifications, raising / Raising event notifications
- event correlations, comparing / Comparing event correlations
- incidents, managing / Managing incidents
- problems, managing / Managing problems
- service requests, fulfilling / Fulfilling service requests
- access, managing / Managing access
- Knowledge Management / Understanding Knowledge Management
- reports / Generating reports
- Plus reports / Using predefined ServiceDesk Plus reports
- administrative tasks / Managing the administrative and housekeeping tasks
- housekeeping tasks / Managing the administrative and housekeeping tasks
- challenges / Understanding the challenges
- critical success factors / Understanding the critical success factors
- risks, accessing / Assessing risks
- ServiceDesk Plus / Differentiating between Service Portfolio and Service Catalog
- roles, establishing / Establishing the roles and responsibilities of ServiceDesk Plus
- responsibilty, establishing / Establishing the roles and responsibilities of ServiceDesk Plus
- assets / Managing Software Assets
- ServiceDesk Plus reports
- Helpdesk reports / Using predefined ServiceDesk Plus reports
- Problem/Change reports / Using predefined ServiceDesk Plus reports
- Time/cost reports / Using predefined ServiceDesk Plus reports
- survey reports / Using predefined ServiceDesk Plus reports
- Asset reports / Using predefined ServiceDesk Plus reports
- Audit reports / Using predefined ServiceDesk Plus reports
- Resources reports / Using predefined ServiceDesk Plus reports
- Contract reports / Using predefined ServiceDesk Plus reports
- Purchase reports / Using predefined ServiceDesk Plus reports
- Service Packs section / Tracking software and licenses
- Service Portfolio
- and Service Catalog, differentiating / Differentiating between Service Portfolio and Service Catalog
- service requests
- about / Fulfilling service requests
- seven Rs of Change Management / Step 3 – assessing and evaluating the change
- SLA
- and OLA, differentiating / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Service Based SLA / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Customer Based SLA / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Multilevel SLA / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- breaching / Managing events
- Software Assets
- managing / Managing Software Assets
- Software Metering / Managing Software Assets
- Software Summary section / Tracking software and licenses
- specialized groups / Service desk – the visible face of the business
- Survey Preview option / Conducting user surveys
- survey reports / Using predefined ServiceDesk Plus reports
- Survey Results option / Conducting user surveys
- Survey Settings option / Conducting user surveys
T
- Time/cost reports / Using predefined ServiceDesk Plus reports
U
- Underpinning Contracts / Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- user surveys
- conducting / Conducting user surveys
- user surveys options
- Survey Settings / Conducting user surveys
- Define Survey / Conducting user surveys
- Survey Preview / Conducting user surveys
- Survey Results / Conducting user surveys
V
- virtual service desk / Service desk – the visible face of the business
W
- warnings
- about / Managing events
- Windows Domain Scan
- about / Method 3 – Windows Domain Scan
- workarounds / Step 6 – resolving and recovering from the incident