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