ServiceDesk Plus 8.x Essentials电子书

ServiceDesk Plus 8.x Essentials

Table of Contents

ServiceDesk Plus 8.x Essential

Credits

About the Author

About the Reviewer

www.PacktPub.com

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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