Chapter 15. Using Service Manager 2012 for Incident Tracking and Help Desk Support

IN THIS CHAPTER

• Incidents and Problems

• Configuring Incident Settings

• Service Manager Notifications

• Creating New Incidents

• Working with Incidents

• Configuring Problem Settings

• Working with Problems

• Incident and Problem Reports

• Best Practices

Unfortunately, information technology (IT) systems fail. This can occur when a system directly breaks down—as in a server hardware failure, a misguided configuration change, or an application glitch—or when a system does not function properly from a user’s perspective by not behaving as expected or being difficult to understand. These failures result in incidents. Service Manager creates and tracks incidents ...

Get Microsoft® System Center 2012 Unleashed now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.

Start your free trial