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Microsoft System Center 2012 Service Manager Cookbook by Andreas Baumgarten, Anders Asp, Samuel Erskine, Dieter Gasser, Steven Beaumont

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Creating and managing Problem Management roles

This recipe provides the steps required to complete the creation of a Problem Management role.

Getting ready

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

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

    Process

    Process role

    SCSM Security role (template)

    AD Group

    Categories (classification)

    Problem Management

    Escalation Analysts

    Problem Analysts

    SCSM - PR Escalation Analysts

    Escalation\Client Related Problems,

    Escalation\Server ...

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