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.
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.
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.
