Book description
A kick-start guide to implementing and administering IT service management processes with ServiceDesk Plus
- Learn to quickly set up and effectively use day-to-day IT services
- Understand the vital terminologies in a simplified manner
- Learn to swiftly deal with issues and resolve recurring problems
- Keep track of your assets and plan for safer changes
- Use the tool with easy-to-follow, step-by-step instructions to achieve your milestones
In Detail
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
-
ServiceDesk Plus 8.x Essentials
- Table of Contents
- ServiceDesk Plus 8.x Essential
- Credits
- About the Author
- About the Reviewer
- www.PacktPub.com
- Preface
- 1. Conceptualizing IT Service Management
-
2. 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
-
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
-
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
- 6. Making Life Easier – Handy Features
- Index
Product information
- Title: ServiceDesk Plus 8.x Essential
- Author(s):
- Release date: September 2013
- Publisher(s): Packt Publishing
- ISBN: 9781849696647
You might also like
book
The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery
The Universal Service Desk (USD) – Implementing, controlling and improving service delivery defines what a USD …
book
Service Management for Dummies®
Manage your business from a services perspective What if technology was designed to serve the business …
book
IT Service Management Best Practices Using IBM SmartCloud Control Desk
SmartCloud Control Desk is a comprehensive IT Asset and Service Management solution that helps reduce cost …
book
Microsoft System Center 2016 Service Manager Cookbook - Second Edition
Discover over 100 practical recipes to help you master the art of IT service management for …