Book Image

Microsoft System Center 2012 Service Manager Cookbook

Book Image

Microsoft System Center 2012 Service Manager Cookbook

Overview of this book

Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements. "Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further. In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center 2012 Service Manager Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.
Table of Contents (20 chapters)
Microsoft System Center 2012 Service Manager Cookbook
Credits
About the Authors
About the Reviewers
www.PacktPub.com
Preface
Index

Configuring Priority and Urgency for your SLA targets


In this recipe we will provide the steps to configure the Priority and Urgency settings in SCSM. The example we will use for the configuration is an organization with Priority 1 to 5 Service Level Agreements (SLA).

Getting ready

The input required for this task is a table with the values for calculating the matrix.

The following table is an example of a five priority matrix:

 

Impact

  

Low

Medium

High

 

Low

5

4

3

Urgency

Medium

4

3

2

 

High

3

2

1

You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.

How to do it...

  1. Let's navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks.

  2. Select the Priority Calculation tab on the left and fill the settings in using the Priority Calculation matrix table:

  3. Click on OK to confirm the priority calculation settings.

How it works...

The priority...