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: You need to ensure you have successfully installed the SCSM product, be a user in the SCSM Administrators role and have the SCSM console open.
Console Tasks: Create custom Incident Management queues and views to reflect the organization...
