Microsoft System Center 2012 Service Manager Cookbook

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 ...