ServiceDesk Plus 8.x
Essentials
A kick-start guide to implement and administer IT
Service Management processes with ServiceDesk Plus
Ankush Agarwal
BIRMINGHAM - MUMBAI
ServiceDesk Plus 8.x Essential
Copyright © 2013 Packt Publishing
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First published: August 2013
Production Reference: 1200813
Published by Packt Publishing Ltd.
Livery Place
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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 ne details of the
otherwise complicated process ows 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 sacriced late nights and
weekends. I am keeping this short, to make it up to them.