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

Creating Service Request activities


With activities you can define the process steps that are needed to fulfill the Service Request. This recipe shows how to work with different activities such as Approval Activity and Manual Activity.

Getting ready

To create Service Request activities open the SCSM 2012 console and navigate to Library | Templates. Open the Service Request template we created in the previous recipe.

How to do it...

The following are different steps needed to create Service Request Activities:

  1. In the opened Service Request Template click on the Activities tab. Click on the + Activities icon and choose Default Review Activity from the list. Click on OK.

  2. In the Review Activity form fill the necessary fields. We will provide a Title and Description. If approval is required from the manager of the requesting user check the Line Manager should review checkbox. The Line Manager is the synced Manager attribute of the Active Directory.

    In the Approval Condition: drop-down box you can...