Implementing Incident Management with System Center Service Manager 2016 (SCSM)

Every IT company has a help desk. Each help desk needs a workflow. Users must document any issues they have when calling in. A different person might be able to fix the problem later. In some cases, however, another person will still need to approve changes such as software installations and hardware purchases. The Service Manager (or SCSM) is responsible for managing all the back-and-forth communication. SCSM may seem overwhelming to use and implement right out of the box. SCSM can be used in conjunction with many IT process frameworks such as ITIL and MOF. It is designed to align with several IT process frameworks such as MOF and ITIL. This course, Implementing Incident Management using System Center Service Manager 2016 (SCSM), is focused on Incident Management and how it fits into SCSM's core activities. You'll first learn how to create incident templates and workflows that meet your business processes. Next, we'll discuss the role of notifications to ensure that the appropriate people know when they need to act. You'll also learn how SCSM uses user interfaces. This includes configuring SCSM's email submissions for incidents and setting up its self-service portal. You'll be able to create request offerings that allow users to request additional items without calling the help desk.