7. Working with Incident and Problem Management
by Dieter Casser, Steve Buchanan, Steve Beaumont, Andreas Baumgarten, Anders Asp
Microsoft System Center 2016 Service Manager Cookbook - Second Edition
- Microsoft System Center 2016 Service Manager Cookbook - Second Edition
- Microsoft System Center 2016 Service Manager Cookbook - Second Edition
- Credits
- Foreword
- About the Authors
- About the Reviewers
- www.PacktPub.com
- Customer Feedback
- Preface
- 1. ITSM and ITIL Frameworks and Processes
- Introduction
- Understanding ITSM frameworks
- ITIL© processes
- Creating an Asset Management process
- Creating a Configuration Management System (CMS) process
- Creating a Service Request Fulfilment process
- Creating an Incident and Problem Management process
- Creating a Change and Release Management process
- Creating an IT Service Desk
- The Service Level Management process
- Dependencies and relationships between ITSM processes
- 2. Personalizing SCSM 2016 Administration
- Introduction
- Configuring how long to keep your SCSM data
- Configuring the Incident Management global settings
- Configuring the Problem Management global settings
- Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
- Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident
- Configuring the priority and urgency for your SLA targets
- Creating Management Packs to save your SCSM personalization
- Creating a configuration item group
- Creating a basic queue
- Creating SCSM console tasks
- Configuring global e-mail notification infrastructure settings
- Creating formatted e-mail notification templates
- 3. Configuring Service Level Agreements (SLAs)
- Introduction
- Creating priority queues
- Configuring business hours and non-working days
- Creating SLA metrics
- Creating SLOs
- Creating Incident Management SLAs
- Creating Service Request SLAs
- Viewing SLA warnings and breaches
- Setting up SLA notifications for warnings and breaches
- Creating repeated notifications before SLA breaches with escalation
- 4. Building the Configuration Management Database (CMDB)
- Introduction
- Adding configuration items manually
- Importing Active Directory configuration items
- Importing Configuration Manager configuration items
- Importing Operations Manager configuration items
- Importing Virtual Machine Manager configuration items
- Importing Orchestrator runbooks
- Using a CSV file to import items into the CMDB
- Creating a Business Service
- Personalizing and organizing configuration item views
- 5. Deploying Service Request Fulfilment
- Introduction
- Creating Support Groups for Service Requests
- Creating Service Request templates
- Creating Service Request activities
- Creating Service Offering categories
- Creating Service Catalog Request Offerings
- Creating Service Catalog Service Offerings
- Publishing Service Offerings and Request Offerings
- Working with Service Requests in the Self-Service Portal
- Filling in the Service Request Description with User Input from the Request Offering
- Creating Service Request notifications
- 6. Deploying and Configuring the HTML5 Self-Service Portal
- Introduction
- Choosing the right deployment model
- Deploying the HTML5 Self-Service Portal
- Configuring permissions
- Configuring cache settings
- Customizing the Self-Service Portal
- Customizing the Self-Service Portal further
- Getting ready
- How to do it...
- Lower-left side of fly out menu
- Icons
- Side bar links
- Colors look and feel
- Custom error message
- 7. Working with Incident and Problem Management
- Introduction
- Configuring incident and problem lists
- Creating an incident template
- Creating a subscription to notify the affected user upon the creation of an incident
- Adding a task to the incident form
- Creating a view to display the problem records created in the last 30 days
- Configuring the Global Operators Group
- Downloading, installing, and configuring the Exchange Connector
- Making the description field in the incident form auto-grow
- Extending the Incident class with a new property
- Using Advanced Search to find very specific incidents
- 8. Designing and Configuring Change Management and Release Management
- Introduction
- Creating and configuring Change Request Templates
- Creating and managing Change Management Review Activities
- Creating Manual Activities for Change Management
- Creating and managing Dependent Activities in Change Management
- Creating and personalizing Change Management Parallel Activities
- Creating and personalizing Change Management Sequential Activities
- Creating and personalizing Change Management Activity notifications
- Creating and managing Build and Environment Release Records
- Creating and managing Release Record Templates
- Working with Change Requests and Release Records
- Filling in all related Activity Descriptions with Descriptions from parent Change Requests
- 9. Implementing Security Roles
- Introduction
- Viewing basic settings for Security roles
- Adding users to the End Users role
- Creating and managing Service Request roles
- Creating and managing Incident Management roles
- Creating and managing Problem Management roles
- Creating and managing Change and Release Management roles
- Creating hybrid roles
- Configuring the Self-Service Catalog security role
- Listing SCSM security role details with PowerShell
- Getting SCSM security roles of a specific user with PowerShell
- 10. Working with the Data Warehouse and Reporting
- Introduction
- Viewing SCSM reports
- Creating favorite and linked reports
- Understanding the Service Manager Data Warehouse data mart
- Creating reports with Report Builder
- Configuring report permissions
- Delivering reports automatically using report subscriptions
- Analyzing data with Microsoft Excel
- Using the Analysis Library to publish Excel reports
- 11. Extending SCSM with Advanced Personalization
- 12. Automating Service Manager 2016
- Introduction
- Routing incidents automatically using workflows
- Downloading and installing SMLets
- Using SMLets to delete a work item
- Exporting your unsealed management packs using SMLets
- Creating a custom workflow in the Authoring Tool - exporting your unsealed management packs
- Autoclosing resolved incidents with SMLets and a custom workflow
- Automating your request offerings with Orchestrator
- Creating new work items with SMLets
- 13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2
- Introduction
- What's new in Service Manager 2016?
- Preparing for Service Manager 2016
- Upgrading to Service Manager 2016
- A. Community Extensions and Third-Party Commercial SCSM Solutions
- Introduction
- Cireson solutions for Microsoft Service Manager
- itnetX
- Provance
- Derdack
- Gridpro
- SCUtils
- Axians
- B. Useful Websites and Community Resources
In this chapter, we will cover the following topics:
- Configuring incident and problem lists
- Creating an incident template
- Creating a subscription to notify the affected user upon the creation of an incident
- Adding a task to the incident form
- Creating a view to display the problem records created in the last 30 days
- Configuring the Global Operators Group
- Downloading, installing, and configuring the Exchange Connector
- Making the description field in the incident form auto-grow
- Extending the Incident class with a new property
- Using Advanced Search to find very specific incidents
In this chapter, we will look at recipes for two of the core processes within ITIL©: incident and problem management.
Any company following the ITIL© framework probably started their journey with the incident process, as it is one of the easiest processes to adapt and understand. Since the incident process is central to both ITIL© and Service Manager (SCSM), this is one of the areas where you might find yourself spending some extra time fine-tuning SCSM.
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