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Microsoft System Center 2012 Service Manager Cookbook by Andreas Baumgarten, Anders Asp, Samuel Erskine, Dieter Gasser, Steven Beaumont

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Creating and managing Service Request roles

This recipe provides the steps required to complete the creation of a Service Request role.

Getting ready

You must meet the following prerequisites before you complete this task:

  • Planning: Agree the support group analysts and categories for Service Requests (For example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use a Service Request support team called Service Desk in this recipe.

    Process

    Process role

    SCSM Security role (template)

    AD Group

    Categories

    (Classification)

    Service Request Fulfillment

    Service Desk

    Service Request Analysts

    SCSM - SR Service Desk

    User account password resets, printer consumables

  • Installation and ...

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