Implementing Sample Helpdesk Scenario in Incident Management – 2

This post is the second in the series of implementing a sample helpdesk scenario in Service Manager. Please refer to this earlier post for details on configuring Incident Management             Implementing Sample Helpdesk Scenario in Incident Management – 1  I’ll recap the sample scenario for reference 1.       Joe analyst is a member of the Tier2… Read more

Implementing Sample Helpdesk Scenario in Incident Management – 1

My earlier post provides a high level overview of Incident Management in Service Manager. I also recommend reading on MOF and ITIL procesess.   The best way to learn about Incident Management in Service Manager is going through a real life scenario.  I have outlined a scenario here that was requested by a customer and… Read more