ServiceDesk Plus 8.x Essentials. A kick-start guide to implement and administer IT Service Management processes with ServiceDesk Plus

ServiceDesk Plus 8.x Essentials. A kick-start guide to implement and administer IT Service Management processes with ServiceDesk Plus - Opis

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. Spis treści:
ServiceDesk Plus 8.x Essentials
Table of Contents
ServiceDesk Plus 8.x Essential
Credits
About the Author
About the Reviewer
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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 O autorze: 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. mniej