Packt+ | Advance your knowledge in tech

You're reading from Microsoft System Center 2016 Service Manager Cookbook Discover over 100 practical recipes to help you master the art of IT service management for your organization

Product type Paperback

Published in Feb 2017

Publisher Packt

ISBN-13 9781786464897

Length 638 pages

Edition 2nd Edition

Tools

Microsoft System Center Configuration Manager

Concepts

IT Service Management

Authors (5):

Steve Buchanan

Anders Asp

Steve Beaumont

Dieter Gasser

Andreas Baumgarten

+1 more

View More author details

Table of Contents (16) Chapters

Preface

1. ITSM and ITIL Frameworks and Processes FREE CHAPTER

2. Personalizing SCSM 2016 Administration

3. Configuring Service Level Agreements (SLAs)

4. Building the Configuration Management Database (CMDB)

5. Deploying Service Request Fulfilment

6. Deploying and Configuring the HTML5 Self-Service Portal

7. Working with Incident and Problem Management

8. Designing and Configuring Change Management and Release Management

9. Implementing Security Roles

10. Working with the Data Warehouse and Reporting

11. Extending SCSM with Advanced Personalization

12. Automating Service Manager 2016

13. Whats New in SCSM 2016 and Upgrading from SCSM 2012 R2

A. Community Extensions and Third-Party Commercial SCSM Solutions

B. Useful Websites and Community Resources

Creating Support Groups for Service Requests

Using different Support Groups for Service Requests offers the opportunity for detailed and filtered reporting as well as the routing of Service Requests. The Service Request Support Groups can also be used to create different views to filter Service Requests in the SCSM 2016 console.

This recipe will show how to create the Service Request Support Groups in SCSM 2016.

Getting ready

To create Service Request Support Groups, open the SCSM 2016 console and navigate to Library | Lists. In the filter field, type Service Request Support Group and the list we need will be shown.

How to do it...

The following steps will show you how to create Support Groups for Service Requests:

Double-click on the list named Service Request Support Group.
Click on the Add Item button, as shown in the following screenshot:
Choose a management pack to store the modification. Best practices and how to work with management packs are explained in the Creating Management Packs...