ITIL Simplified with ServiceDesk Plus – A Walk-through with Real-Time Scenario

We have with us, Bob an “ITIL Hero” who managed to simplify the ITIL Implementation using ServiceDesk Plus.

This is a Real-time scenario that can happen to anyone. Imagine your payroll system going down by the end of the month. The Payroll team is under immense pressure to complete their work. For the IT team this is a High Priority, High Risk scenario. How do you handle it?

Come! Let’s see how Bob, an “ITIL Hero” who simplify the ITIL Implementation using ServiceDesk Plus handles this scenario.

It was just a regular day at work and Bob was going through the helpdesk tickets in ServiceDesk Plus when he found some incidents like

“The payroll software frees randomly and I am not able to work continuously”
“BSOD Error when accessing certain tabs in the payroll software”
“Payroll software taking more time to save changes”
“Performance issues with the Payroll Software”

By taking a look at these incidents, Bob was able to understand that something was wrong with the Payroll system and he needs to act fast. Instead of getting multiple technicians to work on these issues, he quickly created a new problem in ServiceDesk Plus and attached all the related incidents to this problem.

With Problem Management in ServiceDesk Plus, he did a detailed analysis on the Impact, Root Cause and the Symptoms of the problem. The root cause analysis helped him deduce that the payroll software was in an older version and he had to upgrade the software to get it resolved.

Since it is the end of the month, the payroll team was using the software quite extensively. Hence Bob had to find a workaround to get the application working ASAP. He researched for possible workarounds and found that restarting the services made the application to run without issues for a few hours. He created tasks to restart services every day. However it was evident that to resolve this problem the upgrade of the payroll system was necessary. Since this upgrade involved risks, Bob created a CR to handle this change.

The Change Management module helped Bob plan the change properly and also provided him with an option to go for multi-level approvals. Also the CMDB relationship map helped him to make sure there weren’t any other services or users impacted by this change. He then added the CAB members associated with this change and requested for their recommendations. Based on the recommendations from the CAB members, the Change Manager approved the change and Bob was able to implement, review and close the change successfully. The change carried out resolved the problem. The Solutions and Workarounds updated in the Problem was automatically added to the Knowledge base for future reference. Using the effective automations in ServiceDesk Plus, Bob was able to notify the requesters and technicians of the associated Incidents and eventually close them.

By the end of the day, Bob was able to easily answer his boss, since each and every process was completely documented using ServiceDesk Plus and also the reporting options in ServiceDesk Plus allowed him to generate and email detailed reports in a jiffy.

Bob made ITIL Simplified using ServiceDesk Plus. Now, it’s your turn!

ServiceDesk Plus Official Website :

via Blogger

This entry was posted in IT Help Desk Software, ITIL and tagged , . Bookmark the permalink.

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