Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Creating and managing Service Request roles

This recipe provides the steps required to complete the creation of a Service Request role.

Getting ready

You must meet the following prerequisites before you complete this task:

• Planning: Agree the support group analysts and categories for Service Requests (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use a Service Request support team called Service Desk in this recipe. The table below shows the required planning information:

  Process	Process role	SCSM Security role (template)	AD group	Categories (classification)
  Service Request Fulfillment	Service Desk	Service Request Analysts	SCSM - SR SCSM - Service Desk ...