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.

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ServiceDesk Plus 8.x Essentials
Ankush Agarwal
Sep, 2013 | 114 pages
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Table of Contents (13 chapters)
ServiceDesk Plus 8.x Essential
ServiceDesk Plus 8.x Essential
Credits
Credits
About the Author
About the Author
About the Reviewer
About the Reviewer
www.PacktPub.com
www.PacktPub.com
Preface
Preface
Free Chapter
1
Conceptualizing IT Service Management
Conceptualizing IT Service Management
Understanding IT Service Management (ITSM)
Differentiating between process and function
Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
Differentiating between Service Portfolio and Service Catalog
Summary
2
Managing Incidents and Problems
Managing Incidents and Problems
Understanding the purpose, objective, and scope of Incident and Problem Management
Stipulating the requirements for Incident and Problem Management
Understanding the IPM process flow
Establishing the roles and responsibilities of ServiceDesk Plus
Assessing risks and identifying metrics
Summary
3
Managing Assets and Configuration
Managing Assets and Configuration
Understanding the purpose, objective, and scope of IT Service Asset and Configuration Management (SACM)
Managing assets via Configuration Management Database (CMDB)
Managing Software Assets
Managing purchase orders
Managing contracts
Summary
4
Controlling Changes and Releases
Controlling Changes and Releases
Understanding the purpose, objective, and scope of Change and Release Management
Understanding the process flow
Establishing the roles and responsibilities of the service desk
Assessing risks and identifying metrics
Summary
5
Service Desk – Where the Value Is Realized
Service Desk – Where the Value Is Realized
Service desk – the visible face of the business
Establishing the critical roles and responsibilities
Understanding the value-adding responsibilities
Understanding the challenges, critical success factors, and risks
Summary
6
Making Life Easier – Handy Features
Making Life Easier – Handy Features
Revisiting the knowledge base
Using the remote control
Controlling with e-mail commands
Archiving data for housekeeping
Conducting user surveys
Summary
Index
Index

Conducting user surveys

A very interesting feature provided in ServiceDesk Plus is the ability to conduct customer satisfaction surveys and generate reports based on the same. Customized surveys with predefined frequency can easily be created in ServiceDesk Plus. Here are the steps to create customized surveys:

Go to Admin | User Survey block. The visible options in the block are described in the following:

  • Survey Settings: The Survey Settings option allows us to enable/disable the survey by ticking the Enable User Survey checkbox, and also allows us to configure Welcome Message, E-mail Content, Success Message, Failure Message, Thanks Message, and to Schedule Survey.

  • Define Survey: The Define Survey option lets us add questions, define satisfaction levels, and even translate the survey into different languages:

  • Survey Preview: This option is not visible under the Admin tab, but available under the User Survey block in the left-hand menu. As the name suggests, the Survey Preview option...

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