Best Practices
The following are best practices from this chapter:
• Develop policies and procedures for processing incidents and problems. These policies and procedures should leverage Service Manager capabilities as much as possible.
• Deploy the Self-Service Web Portal to allow end users to create their own incident requests and close those requests to reduce the help desk workload.
• Deploy the Self-Service Web Portal to allow end users to view announcements.
• Configure resolution times to allow incident resolution times to be measured against target goals.
• Create a custom Operations Manager incident template to complete incidents generated from alerts.
• Configure the Operations Manager Web console setting to allow analysts to use the ...
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