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


ManageEngine's ServiceDesk Plus is a web-based help desk and Asset Management software program used to manage, monitor, and maintain IT assets and services in an organization. The software uses ITIL terminologies and framework and focuses majorly on Asset Management and IT request tracking.

ServiceDesk Plus 8.x Essentials is a mini handbook for Admins, Managers, and staffs involved in providing IT services to users/customers. The objective of the book is to help readers to set up and use these IT services effectively within the ITSM context. The concepts are explained using the trusted ITIL® framework, to also assist in a better understanding of ITIL methodology, while using the ServiceDesk Plus software.

What this book covers

Chapter 1, Conceptualizing IT Service Management, serves as a platform to provide a common understanding of the basic ITSM concepts and clarify the fine differences between frequently misinterpreted terms.

Chapter 2, Managing Incidents and Problems, introduces the purpose, objective, and scope of Incident and Problem Management (IPM) and will help the reader in setting up the process activities and interfaces for having a standard IPM process in their team/division/organization.

Chapter 3, Managing Assets and Configuration, explains the objective and scope of IT assets and Configuration Management and will help the reader in discovering and managing IT assets, as well as managing the software and hardware inventory and handling purchase and contractual agreements.

Chapter 4, Controlling Changes and Releases, explains the purpose, objective, and scope of Change Management and Release Management and will establish their connection with the IPM Process, and also cites the different types of changes and the framework used to effectively manage each of them.

Chapter 5, Service Desk – Where the Value Is Realized, explains why the Help Desk lies at the core of Service Management and how this function can be used to control critical processes.

Chapter 6, Making Life Easier – Handy Features, covers the miscellaneous features in the tool to aid in the day-to-day tasks.

What you need for this book

  • ServiceDesk Plus 8.x Enterprise Edition

  • A compatible browser (Internet Explorer 6, Firefox 3.6, or Google Chrome being the minimum versions)

Who this book is for

This book is for all:

  • IT Help Desk Managers looking forward to optimize and streamline IT Support Operations

  • IT Help Desk Administrators responsible for managing service levels by efficiently managing requests and IT Support Staff

  • IT Support Staff looking to use ServiceDesk Plus features while gaining a better understanding of the ITIL framework


In this book, you will find a number of styles of text that distinguish between different kinds of information. Here are some examples of these styles, and an explanation of their meaning.

Database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles are shown as follows: "In case of failures, FailedCIList.csv file could be used from the Imported Result page to correct the errors and resubmit, in order to avoid duplicates."

New terms and important words are shown in bold. Words that you see on the screen, in menus or dialog boxes for example, appear in the text like this: "The incident could also be logged from the Quick Actions dropdown and selecting Create new | Incident."


Warnings or important notes appear in a box like this.


Tips and tricks appear like this.

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