Implementing Incident Management with System Center Service Manager 2016 (SCSM)
In this course, you'll learn to configure workflows, customize templates, and add automation to help desk incident management using System Center Service Manager 2016.
What you'll learn
Every IT organization has a help desk, and every help desk has a need for workflow. When users call in with issues, somebody needs to document their situation. Later on, a different person may fix the issue and in some circumstances, a third person still will need to approve certain changes like software installs and hardware purchases. It's the job of Service Manager, or SCSM, to manage all that back-and-forth communication. That said, right out of the box, SCSM can seem like an overwhelmingly difficult solution to implement and use. SCSM is designed to align with several IT process frameworks like ITIL and MOF. As a result, it offers a lot right up front that you might not necessarily use right at first. This course, Implementing Incident Management with System Center Service Manager 2016 (SCSM), focuses on Incident Management, and how Incident Management sits at the core of SCSM's activities. First, you'll learn how to customize incident templates and workflows to meet your business process needs. Next, you'll explore the role of notifications, so the right people know when their actions are needed. Finally, you'll walk through SCSM's user interfaces, configuring email submission for incidents as well as setting up it's self-service portal. By the end of this course, you'll leave with a head start on constructing request offerings, which provide a way for users to request new things without having to call into the help desk.
Table of contents
- Introduction 4m
- Review Preconfigurations and Create an Incident 8m
- Define Incident Classifications 4m
- Configure Incident Settings 6m
- Customize Lists 5m
- Create Queues 2m
- Create Groups 5m
- Configure Global Operators Group 6m
- Configure User Roles 6m
- Report, Escalate, and Resolve Incidents 3m
- Combine Incidents into Parent/Child Groups 4m
- What This Module Covered 2m
- Introduction 3m
- Prepare for Exchange Connector 3m
- Install and Configure Exchange Connector 8m
- Configure SMTP 5m
- Validate SMTP Configuration 3m
- Configure Email Notification Channel 1m
- Customize Email Templates 8m
- Configure Email Notifications 7m
- Report Incidents and Receive Email Notifications 5m
- Explore Self Service Portal Installation 5m
- Create Announcements 2m
- Report and Monitor Incidents via the Self Service Portal 2m
- What This Module Covered 2m
- Introduction 4m
- Design Service Requests and Activities 3m
- Customize Service Request Templates 8m
- Create a Request Offering 8m
- Create a Service Offering 2m
- Create a Catalog Group and Configure the End User Role 3m
- Create and Monitor Requests in the Self Service Portal 7m
- Explore Parallel and Sequential Activities 2m
- Tune Templates and Request Offerings 3m
- Configure Notification for Review Activities 4m
- What This Module Covered 2m