One of the most common customizations people need to make to Service Manager is to extend the Service Manager CMDB data model.
Here’s a quick video (less than 5 minutes) on how to extend the data model in SCSM using the authoring tool. In this particular example I show how to extend the Windows Computer class to add a new property to tracking the Account Departments ID. You can see how in just a minute or two I can extend the data model and then immediately start to use it in the console thanks to the generic form/extensions tab.
If you have the screen resolution to do it I recommend watching this video in 720p HD at full screen.