ServiceDesk Plus is the link between the users and the IT organization, and hence is often assigned most of the responsibilities in the Incident and Problem Management process flows. However, sometimes there can be dedicated functions or teams for these. Even in such cases, certain responsibilities still ideally lie with the service desk team, such as the following:
ServiceDesk Plus 8.x Essentials
By :
ServiceDesk Plus 8.x Essentials
By:
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
Credits
About the Author
About the Reviewer
www.PacktPub.com
Preface
Free Chapter
Conceptualizing IT Service Management
Managing Incidents and Problems
Managing Assets and Configuration
Controlling Changes and Releases
Service Desk – Where the Value Is Realized
Making Life Easier – Handy Features
Index
Customer Reviews