In this chapter, we will provide recipes for the initial configuration tasks an SCSM administrator should perform following a successful installation of the environment. We will cover the following areas and topics:
Configuring how long to keep your SCSM data
Configuring the Incident Management global settings
Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident
Configuring Priority and Urgency for your SLA targets
Configuring global e-mail notification infrastructure settings
Creating Management Packs in the Authoring tool to save your SCSM personalization
Creating formatted e-mail notification templates
Creating a basic queue