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Microsoft System Center 2016 Service Manager Cookbook - Second Edition by Dieter Casser, Steve Buchanan, Steve Beaumont, Andreas Baumgarten, Anders Asp

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Creating and managing Incident Management roles

This recipe provides the steps required to complete the creation of an Incident Management role.

Getting ready

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

  • Planning: Agree the support group analysts and categories for Incident Management (for example, use a table to capture the planning information). Plan for views and queues for security scope filtering. We will use an Incident Management team called Desktop Support in this recipe.

Process

Process role

SCSM Security role (template)

AD group

Categories (classification)

Incident Management

Desktop Support

Incident Resolvers

SCSM - IM Desktop Support

Hardware\clients, software\client application

  • Installation and Authorization: ...

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