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.
Course info
Level
Intermediate
Updated
Jan 4, 2018
Duration
4h 22m
Table of contents
Course Overview
Introduction
Design an SCSM 2016 Infrastructure
Configure Incident Management
Customize Templates and Workflows
Manage Email Notifications and the Self Service Portal
Construct Request Offerings and Service Offerings
Next Steps with Service Manager 2016
Description
Course info
Level
Intermediate
Updated
Jan 4, 2018
Duration
4h 22m
Description

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.

About the author
About the author

Greg Shields is an Author Evangelist at Pluralsight.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hey, this is Greg Shields, and you found my course on Implementing Incident Management with System Center Service Manager 2016. I am author evangelist and a full-time author here at Pluralsight. And I've been working with System Center's many components since before they were collectively known as, well, System Center. 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 is 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 focuses on incident management, and how incident management sits at the core of SCSM's activities. In the next few hours, you'll learn how to customize incident templates and workflows to meet your business process needs. You'll explore the role of notifications, so the right people know when their actions are needed. You'll walk through SCSM's user interfaces, configuring email submission for incidents, as well as setting up its self service portal. And 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. If you've just been tasked with setting up System Center Service Manager 2016 for your organization, this course is your next stop in brushing up on those skills for success. And then from here, you'll be ready to start building the workflows that'll keep your IT teams running at maximum efficiency. Let's get started.