Book Image

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

By : Steve Buchanan, Steve Beaumont, Anders Asp, Dieter Gasser, Andreas Baumgarten
Book Image

Microsoft System Center 2016 Service Manager Cookbook - Second Edition

By: Steve Buchanan, Steve Beaumont, Anders Asp, Dieter Gasser, Andreas Baumgarten

Overview of this book

Keep your organization up to speed with the Microsoft System Center 2016 Service Manager Cookbook. Over 100 practical recipes for SCSM 2016 give you all the tools to master IT service management.
Table of Contents (23 chapters)
Microsoft System Center 2016 Service Manager Cookbook - Second Edition
Credits
Foreword
About the Authors
About the Reviewers
www.PacktPub.com
Customer Feedback
Preface

Creating and managing Incident Management roles


This recipe provides the steps required to complete the creation of an Incident Management role.

Getting ready

You must meet the following prerequisites before you complete this task:

  • Planning: Agree the support group analysts and categories for Incident Management (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use an Incident Management team called Desktop Support in this recipe.

Process

Process role

SCSM Security role (template)

AD group

Categories (classification)

Incident Management

Desktop Support

Incident Resolvers

SCSM - IM Desktop Support

Hardware\clients, software\client application

  • Installation and Authorization: You need to ensure you have successfully installed the SCSM product, be a user in the SCSM Administrators role and have the SCSM console open.

  • Console Tasks: Create custom Incident Management queues and views to reflect the organization...