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    ServiceDesk Plus 8.x Essentials
    ServiceDesk Plus 8.x Essentials
    ServiceDesk Plus 8.x Essentials
    Ebook215 pages1 hour

    ServiceDesk Plus 8.x Essentials

    By Ankush Agarwal

    4.5/5

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    Read preview

    About this ebook

    This is a practical, hands-on guide that assists you in setting up and efficiently managing ITSM.ServiceDesk Plus 8.x Essentials is for IT helpdesk managers, administrators, and staff, serving as a compendium for service management concepts useful for them.
    LanguageEnglish
    PublisherPackt Publishing
    Release dateSep 2, 2013
    ISBN9781849696654
    ServiceDesk Plus 8.x Essentials

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      Book preview

      ServiceDesk Plus 8.x Essentials - Ankush Agarwal

      Table of Contents

      ServiceDesk Plus 8.x Essential

      Credits

      About the Author

      About the Reviewer

      www.PacktPub.com

      Support files, eBooks, discount offers and more

      Why Subscribe?

      Free Access for Packt account holders

      Preface

      What this book covers

      What you need for this book

      Who this book is for

      Conventions

      Reader feedback

      Customer support

      Errata

      Piracy

      Questions

      1. 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

      Deleting a Service Category

      Summary

      2. Managing Incidents and Problems

      Understanding the purpose, objective, and scope of Incident and Problem Management

      Understanding Incident Management

      Understanding Problem Management

      Stipulating the requirements for Incident and Problem Management

      Understanding the IPM process flow

      Implementing the Incident Management process flow

      Step 1 – identifying and logging incidents

      Step 2 – categorizing incidents

      Step 3 – prioritizing incidents

      Step 4 – diagnosing incidents

      Step 5 – escalating incidents

      Step 6 – resolving and recovering from the incident

      Step 7 – closing the incident

      Implementing the Problem Management process flow

      Step 1 – detecting the problem

      Step 2 – logging the problem

      Step 3 – categorizing the problem

      Step 4 – prioritizing the problem

      Step 5 – investigating and diagnosing the problem

      Step 6 – resolving and closing the problem

      Establishing the roles and responsibilities of ServiceDesk Plus

      Assessing risks and identifying metrics

      Summary

      3. 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)

      Step 1 – deciding and configuring CI Types

      Step 2 – populating CIs

      Method 1 – using a CSV file

      Method 2 – adding new CIs manually

      Method 3 – Windows Domain Scan

      Method 4 – Network Scan

      Method 5 – importing from the Active Directory

      Step 3 – creating the Information Model

      Managing Software Assets

      Tracking software and licenses

      Managing purchase orders

      Managing contracts

      Summary

      4. Controlling Changes and Releases

      Understanding the purpose, objective, and scope of Change and Release Management

      Understanding the process flow

      Implementing the Change Management process flow

      Step 1 – creating and recording the RFC

      Step 2 – reviewing the RFC

      Step 3 – assessing and evaluating the change

      Step 4 – authorizing changes

      Step 5 – coordinating implementation

      Step 6 – performing a post-implementation review

      Step 7 – closing the Change Record

      Implementing the Release Management process flow

      Step 1 – planning the release

      Step 2 – preparing for build, test, and deployment

      Step 3 – building and testing

      Step 4 – testing service and pilots

      Step 5 – preparing for deployment

      Step 6 – performing deployment

      Step 7 – verifying

      Step 8 – offering early-life support

      Step 9 – reviewing and closing the record

      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 – the visible face of the business

      Establishing the critical roles and responsibilities

      Managing events

      Raising event notifications

      Comparing event correlations

      Managing incidents

      Managing problems

      Fulfilling service requests

      Managing access

      Other processes

      Understanding the value-adding responsibilities

      Understanding Knowledge Management

      Generating reports

      Using predefined ServiceDesk Plus reports

      Using custom reports

      Using query reports

      Using flash reports

      Using scheduled reports

      Managing the administrative and housekeeping tasks

      Understanding the challenges, critical success factors, and risks

      Understanding the challenges

      Understanding the critical success factors

      Assessing risks

      Summary

      6. 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

      ServiceDesk Plus 8.x Essentials

      ServiceDesk Plus 8.x Essential

      Copyright © 2013 Packt Publishing

      All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.

      Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

      Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.

      First published: August 2013

      Production Reference: 1200813

      Published by Packt Publishing Ltd.

      Livery Place

      5 Livery Street

      Birmingham B3 2PB, UK.

      ISBN 978-1-84969-664-7

      www.packtpub.com

      Cover Image by Abhishek Pandey (<abhishek.pandey1210@gmail.com>)

      Credits

      Author

      Ankush Agarwal

      Reviewer

      James Gander

      Acquisition Editor

      Vinay Argekar

      Commissioning Editor

      Manasi Pandire

      Technical Editor

      Akashdeep Kundu

      Project Coordinator

      Amigya Khurana

      Proofreader

      Judith Bill

      Indexers

      Monica Ajmera Mehta

      Tejal Soni

      Graphics

      Disha Haria

      Production Coordinator

      Pooja Chiplunkar

      Cover Work

      Pooja Chiplunkar

      About the Author

      Ankush Agarwal has been working in the IT Service Management domain, as well as conducting internal organization training, for more than eight years. He likes writing about service technologies and processes and has also won blogging awards in this space. He has been involved in setting up and managing various service desk teams and is currently associated with a top-tier Investment Bank.

      I wish to personally thank my teams, seniors, and managers throughout my career who always trusted me with critical responsibilities during both tough and not-so-tough times. Their belief and support has helped me learn the fine details of the otherwise complicated process flows and service architectures. The on-the-job experience has also helped me relate with practical challenges and contributed in making this book more realistic and closer to the people on the ground.



      I would also like to thank my wife and two-year-old son, who had to cope with my diverted attention and sacrificed late nights and weekends. I am keeping this

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