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 the Global Operators Group


There are certain fields in the different forms of Service Manager where you are supposed to add a user or group. These fields are called User Pickers and if you take a look at the Incident form there are three User Pickers on the General tab:

  • Affected user

  • Assigned to

  • Primary owner

Some of these User Pickers target the end users, such as the Affected user field, while others target users or groups from the IT department, such as the Assigned to and Primary owner fields. When searching for a user to add to the User Picker, Service Manager will by default search the whole CMDB for users and groups. This is exactly what we want for the User Pickers targeting the end users, but for the User Pickers targeting the IT department, we are not interested in retrieving any users outside of the IT department.

It's very unlikely that we will assign an Incident to a person outside of the IT department for instance. To narrow the scope of the User Pickers targeting...