PacktLib: ServiceDesk Plus 8.x Essentials

ServiceDesk Plus 8.x Essential

Credits

About the Author

About the Reviewer

www.PacktPub.com

Preface

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

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

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

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

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

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