Chapter 2. Personalizing SCSM 2012 Administration

In this chapter, we will provide recipes for the initial configuration tasks an SCSM administrator should perform following a successful installation of the environment. We will cover the following areas and topics:

  • Configuring how long to keep your SCSM data
  • Configuring the Incident Management global settings
  • Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings
  • Configuring the behavior of child incidents when resolving, reactivating, and closing the parent Incident
  • Configuring Priority and Urgency for your SLA targets
  • Configuring global e-mail notification infrastructure settings
  • Creating Management Packs in the Authoring tool to save your SCSM personalization ...

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