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

Mapping ITIL/MOF Change Management processes to the features of System Center Service Manager Part 5

In my post today, I’m continuing with the “Develop and Test the Change” process in the MOF Change and Configuration SMF. This process starts after a change request has been approved and scheduled Service Manager. See my previous post about approving and scheduling the change.   Figure 1 shows the high-level MOF Change and Configuration… Read more

Mapping ITIL/MOF Change Management process to the features of the System Center Service Manager Part 3

In my previous blog post, I talked about Initiating the Change, which is the second process in the MOF Change and Configuration SMF. Today I’ll discuss the “Classifying the Change”, step which is brief but important.   Figure 1 shows the high-level MOF Change and Configuration Management service management function (SMF) processes.     Figure… Read more

Incident Management – High Level Overview

Hi I am Ketan Ghelani, Program Manager on the Service Manager Team responsible for Incident and Problem Management. I will write a series of posts on Incident Management. I will show how to map a sample Incident Management Process scenario to the capabilities of Incident Management in Service Manager. Here is the roadmap for the… Read more

Mapping ITIL/MOF Change Management process to the features of System Center Service Manager

Hi. I’m Bill Anderson, a technical writer for System Center Service Manager. I’ve been working with PM Vladimir Bakhmetyev to put this blog post together to show you a little about how you can use change management features found in Service Manager to help model process frameworks such as MOF.   Figure 1. MOF Change… Read more