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

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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

Configuring the Problem Management global settings

This recipe will provide the steps required to configure the general settings, which apply to all problem class Work Items.

Getting ready

You need to ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open. Plan a naming standard for the process prefix and agree a size limitation for attachments. You also need to consider values to define the priorities of a problem using an impact/urgency matrix.

In this chapter, see the Configuring the priority and urgency for your SLA targets recipe for more information on how to configure the priority matrix.

How to do it...

The following steps will guide you through the process of configuring the global settings for problem management:

Navigate to Service Manager Console | Administration | Settings | Problem Settings and click on Properties under Tasks, as shown in the following screenshot:
Click on General and configure the following...