Category: SCSM



System Center Service Manager uses the concept of CMS – Comfiguration Manager System . It is not like the CMDB concept and uses the concept of CMS where it takes data from various DB’s and merges them into one single entity :

 

SCSM


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Data retention in SCSM – Detailed


Let us discuss today how we can perform data Retention in System Center Service Manager .

 

Using Data Retention Feature in SCSM , we can easily define the Data Retention Period in SCSM . It is very important to know that data Retention – automatic can be done for work items only and not for configuration Items .

 

To Do Data Retention in SCSM , use the following steps :

 

 

 

 

Data Retention in SCSM 1

 

After that go to properties and set the values per your needs .

 

Data Retention in SCSM 2

SCSM Design Considerations


If you are P)planning to Deploy SCSM in your Production environment then it is very important that you plan to install it on four different computers . This arrangement ensures that you get maximum efficiency .

 

Have a look at this  figure for best practice .

SCSM Design Considerations


Recommended Readings :  https://sccmconfighelp.wordpress.com/2013/10/18/incident-in-scsm-system-center-service-manager-incident-templates/

https://sccmconfighelp.wordpress.com/2013/10/10/adding-new-incident-category-in-scsm-in-depth/

 

In this Post we will learn the art of Raising and Closing an Incident in SCSM – System Center Service Manager. 

 

Step # 1 : Login into the SCSM Console :

The user must have Access to Raise an Incident :

Go to the Work Items Pane :

 

Raise an Incident in SCSM

Raise an Incident in SCSM

 

 

Click Create Incident :

Create Incident in  SCSM System Center Service Manager

Create Incident in SCSM
System Center Service Manager

If you have already added a Template ( Then you can use that template and some of the Information will be auto populated ) .

Create Incident in SCSM

Create Incident in SCSM

 

I had already created an Incident Template so I can apply it in this example as shown Above :

Create Incident in  SCSM

Create Incident in SCSM

 

As you can see that after I have applied the template , some of the information has been auto Populated in the Incident :

Click Ok and the Incident is created . If you want to check the Incident , Click Incident Management and Click all open Incidents :

Create Incident SCSM

Create Incident SCSM

 

Now , If you want to close the Incident , Log On to the Service manager with a user account which has Incident Resolver’s Rights and close it as shown below :

 

Incident Closure SCSM

Incident Closure SCSM

 

 

 

 

 

 

 


Before we start with the Incident in SCSM or ITIL or MOF ( Microsoft Operational Framework ) . Let us first clear the concept of Incident :

What is an Incident : 

Incident (ITILv2):    An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and Customer productivity.

What is an Incident Template in System Center Service Manager ( SCSM ) :

You can create an incident template to populate certain fields for a specified incident type, such as email-related problems. Help desk personnel use templates when creating incidents. The template prepopulates some of the fields in the incident, such as the name of the support analyst who handles email-related problems.

Incident priority calculation is rated on a scale from 1 to 9. A priority of 1 is the highest priority. It is based on a combination of impact and urgency. Impact and urgency settings are defined as High, Medium, or Low, and they are configured when the incident is created. The following table shows how to define the incident priority for each possible combination of impact and urgency.

The resolution time defines how much time it should take to resolve an incident. Resolution time is based on priority. Typically, you should set resolution times for higher-priority incidents. The procedures in this section describe how to set the values for file attachments, incident priority, and resolution time.

Incident priority Matirx

Incident priority Matirx

 Creating an Incident Template

You can use the procedures in this section to create incident templates in System Center 2012 – Service Manager for problems that are, for example, related to email and printers.

When an analyst at the help desk receives a call, there are many pieces of information that the analyst must gather to create an incident, such as a summary of the problem; the name of the user to whom the incident will be assigned; the impact; the urgency; and whether this is a Tier 1, 2, or 3 incident. For some systems in the enterprise, this information might already be known.

For example, if a problem occurs with the e-mail system, the incident is classified as high-impact and high-urgency, handled at a Tier 2 level, and assigned to a specific analyst. You can create an incident template that, when it is applied to a new incident form, populates many fields in the new incident. This reduces the required time to create an incident, and it ensures accuracy and consistency.

Incident templates are also used as part of the Incident Change workflow. For example, your company might have determined that if the urgency of a printer-related problem changes from Low to High, that incident should automatically be elevated to the Tier 2 level.

 


Well !! In this Post we will talk about adding new Incident Category in SCSM  . It May be noted that Incident Management / Category is a default Category in SCSM and Cannot be Deleted . In this exercise we will see step by step as to how to create a new Incident category in SCSM .

Log into the server as Administrator :

Go to Service Manager > Library > Lists > Incident Classification :

System Center Service Manager Incident Category 1

Double Click the Incident Classification Link .

System Center Service Manager Incident Category 2

 

After that , Click on add Item and add a new Item As Operating System Issue . After that Add new Child Item under this as Blue Screen etc . Click ok  You will now see that all the items and sub items have been updated in the Incident Classification .

System Center Service Manager Incident Category 3

 

Now we are done on the server part . In order to confirm that these items have been visible to users as well . Let us log into a user system and see the user console as below :

System Center Service Manager Incident Category 4

 

Click on create request and you will see a window like this :

System Center Service Manager Incident Category 4

 

Click next and you will see that the new items have been added in the Incident box :

System Center Service Manager Incident Category 5

 

That’s it !!