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You're reading from Microsoft System Center 2016 Service Manager Cookbook Discover over 100 practical recipes to help you master the art of IT service management for your organization

Product type Paperback

Published in Feb 2017

Publisher Packt

ISBN-13 9781786464897

Length 638 pages

Edition 2nd Edition

Tools

Microsoft System Center Configuration Manager

Concepts

IT Service Management

Authors (5):

Steve Buchanan

Anders Asp

Steve Beaumont

Dieter Gasser

Andreas Baumgarten

+1 more

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Table of Contents (16) Chapters

Preface

1. ITSM and ITIL Frameworks and Processes

2. Personalizing SCSM 2016 Administration FREE CHAPTER

3. Configuring Service Level Agreements (SLAs)

4. Building the Configuration Management Database (CMDB)

5. Deploying Service Request Fulfilment

6. Deploying and Configuring the HTML5 Self-Service Portal

7. Working with Incident and Problem Management

8. Designing and Configuring Change Management and Release Management

9. Implementing Security Roles

10. Working with the Data Warehouse and Reporting

11. Extending SCSM with Advanced Personalization

12. Automating Service Manager 2016

13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2

A. Community Extensions and Third-Party Commercial SCSM Solutions

B. Useful Websites and Community Resources

Introduction

Service Request Fulfillment provides services to users created by the IT department. Typical Service Request and Service Offerings are requests for new hardware (computers, printers, and smartphones), software, user management (create, modify, or delete/disable users), requests for new virtual machines in a cloud, and many more.

The ability of SCSM 2016 to use Review Activities, Manual Activities, and Orchestrator Runbook Activities in a sequential and/or parallel order offers the opportunity to design individual process workflows for different Service Offerings.

In this chapter, we will provide the recipes to configure the basics of the Service Catalog, Service Offerings, and Request Offerings. Also, we will explain how to use the SCSM 2016 portal to create Service Requests.