Chapter 7. Working with Incident and Problem Management
In this chapter, we will cover the following topics:
- Configuring incident and problem lists
- Creating an incident template
- Creating a subscription to notify the affected user upon the creation of an incident
- Adding a task to the incident form
- Creating a view to display the problem records created in the last 30 days
- Configuring the Global Operators Group
- Downloading, installing, and configuring the Exchange Connector
- Making the description field in the incident form auto-grow
- Extending the Incident class with a new property
- Using Advanced Search to find very specific incidents
In this chapter, we will look at recipes for two of the core processes within ITIL©: incident and problem management.
Any company following the ITIL© framework probably started their journey with the incident process, as it is one of the easiest processes to adapt and understand. Since the incident process is central to both ITIL© and Service Manager (SCSM), this is one of the areas where you might find yourself spending some extra time fine-tuning SCSM.
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