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

SLAs in ITILÂ® and IT Service Management terms allow two parties to set out an agreement on how a specific service will be delivered by one to the other.

In this chapter, we will provide recipes to configure Service Manager 2016's SLA engine. We will define how it will handle the tracking of Incidents and Service Requests against defined SLAs, how to view the progress of work items against these SLAs, and how to configure SCSM 2016 to alert users when work items are nearing, or have breached, these SLAs.

As with most areas of configuration within Service Manager 2016, the organization must define its processes before implementing the Service Manager feature. For example, this chapter assumes that SLAs are already in place and agreed with your customers and metrics relating to areas such as resolution time or response times, mapped to priorities are defined.