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.
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.
ServiceDesk Plus 8.x Enterprise Edition
A compatible browser (Internet Explorer 6, Firefox 3.6, or Google Chrome being the minimum versions)
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."
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