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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 Incident Management roles

This recipe provides the steps required to complete the creation of an Incident Management role.

Getting ready

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

  • Planning: Agree the support group analysts and categories for Incident Management (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use an Incident Management team called Desktop Support in this recipe.

    Process

    Process role

    SCSM Security role (template)

    AD Group

    Categories

    (classification)

    Incident Management

    Desktop Support

    Incident Resolvers

    SCSM - IM Desktop Support

    Hardware\Clients,

    Software\Client Application

  • Installation and ...

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