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Greg Shields
In this course, you'll learn to configure workflows, customize templates, and add automation to help desk incident management using System Center Service Manager 2016.
Read more
In this course, you'll learn to configure workflows, customize templates, and add automation to help desk incident management using System Center Service Manager 2016.
Read more
In this course, you'll learn to configure workflows, customize templates, and add automation to help desk incident management using System Center Service Manager 2016.
Every IT organization has a help desk, and every help desk has a need for workflow. When users call in with issues, somebody needs to document their situation. Later on, a different person may fix the issue and in some circumstances, a third person still will need to approve certain changes like software installs and hardware purchases. It's the job of Service Manager, or SCSM, to manage all that back-and-forth communication. That said, right out of the box, SCSM can seem like an overwhelmingly difficult solution to implement and use. SCSM is designed to align with several IT process frameworks like ITIL and MOF. As a result, it offers a lot right up front that you might not necessarily use right at first. This course, Implementing Incident Management with System Center Service Manager 2016 (SCSM), focuses on Incident Management, and how Incident Management sits at the core of SCSM's activities. First, you'll learn how to customize incident templates and workflows to meet your business process needs. Next, you'll explore the role of notifications, so the right people know when their actions are needed. Finally, you'll walk through SCSM's user interfaces, configuring email submission for incidents as well as setting up it's self-service portal. By the end of this course, you'll leave with a head start on constructing request offerings, which provide a way for users to request new things without having to call into the help desk.
Register for this course and see more details by visiting:
OpenCourser.com/course/ro9jea/implementing
What's inside
Syllabus
Course Overview
Introduction
Design an SCSM 2016 Infrastructure
Configure Incident Management
Read more
Syllabus
Course Overview
Introduction
Design an SCSM 2016 Infrastructure
Configure Incident Management
Read more
Customize Templates and Workflows
Manage Email Notifications and the Self Service Portal
Construct Request Offerings and Service Offerings
Next Steps with Service Manager 2016
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops the basic skills needed for service managers
Draws on ITIL and MOF methodologies
Offers extensive built-in features
Requires advisor support for implementation
Focuses on core functions
May be best suited for mid to large-scale businesses
Save this course
Save Implementing Incident Management with System Center Service Manager 2016 (SCSM) to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Implementing Incident Management with System Center Service Manager 2016 (SCSM) with these
activities:
Configure basic workflows
Show steps
Reinforce your understanding of basic workflow configuration before starting the course to ensure you have a solid foundation.
Browse courses on
Workflow Management
Show steps
-
Review the documentation on basic workflow configuration.
-
Set up a test environment and practice configuring basic workflows.
Configure email notifications
Show steps
Solidify your understanding of configuring email notifications by engaging in practice drills, which will improve your ability to ensure timely communication in SCSM.
Browse courses on
Notifications
Show steps
-
Review the documentation on configuring email notifications in SCSM.
-
Set up a test environment and practice configuring email notifications.
Customize incident templates
Show steps
Enhance your knowledge of customizing incident templates by following guided tutorials to ensure you can effectively tailor templates to your business needs.
Browse courses on
Incident Management
Show steps
-
Find tutorials on customizing incident templates in SCSM.
-
Follow the tutorials and practice customizing incident templates.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Gather resources on SCSM automation
Show steps
Expand your knowledge of SCSM automation by gathering resources, which will provide you with a comprehensive understanding of available tools and techniques.
Browse courses on
Automation
Show steps
-
Search for articles, tutorials, and documentation on SCSM automation.
-
Organize and review the gathered resources to identify best practices and potential solutions.
Discuss SCSM best practices with peers
Show steps
Enhance your understanding of SCSM best practices by engaging in peer discussions, which will provide you with valuable insights and perspectives from fellow learners.
Browse courses on
Incident Management
Show steps
-
Join or create a study group or online forum for SCSM users.
-
Participate in discussions and share your experiences and knowledge.
-
Learn from the experiences and insights of your peers.
Attend a workshop on SCSM incident management
Show steps
Deepen your understanding of SCSM incident management by attending a workshop, which will provide you with hands-on experience and insights from industry experts.
Browse courses on
Incident Management
Show steps
-
Research and identify upcoming workshops on SCSM incident management.
-
Register for and attend the workshop.
-
Actively participate in the workshop and engage with the instructors.
Implement a new incident management process
Show steps
Apply your knowledge and skills by implementing a new incident management process in SCSM, which will provide you with practical experience and a deeper understanding of the course concepts.
Browse courses on
Incident Management
Show steps
-
Identify a need for a new or improved incident management process.
-
Design and document the new process.
-
Implement the process in SCSM and monitor its effectiveness.
-
Evaluate the results and make necessary adjustments.
Contribute to an open-source SCSM project
Show steps
Enhance your understanding of SCSM and contribute to the community by participating in an open-source project, which will provide you with real-world experience and exposure to different perspectives.
Browse courses on
Open Source
Show steps
-
Find an open-source SCSM project that aligns with your interests.
-
Review the project documentation and identify areas where you can contribute.
-
Make a pull request or contribute in other ways as per the project guidelines.
Configure basic workflows
Show steps
Reinforce your understanding of basic workflow configuration before starting the course to ensure you have a solid foundation.
Browse courses on
Workflow Management
Show steps
Show steps
Show steps
- Review the documentation on basic workflow configuration.
- Set up a test environment and practice configuring basic workflows.
Configure email notifications
Show steps
Solidify your understanding of configuring email notifications by engaging in practice drills, which will improve your ability to ensure timely communication in SCSM.
Browse courses on
Notifications
Show steps
Show steps
Show steps
- Review the documentation on configuring email notifications in SCSM.
- Set up a test environment and practice configuring email notifications.
Customize incident templates
Show steps
Enhance your knowledge of customizing incident templates by following guided tutorials to ensure you can effectively tailor templates to your business needs.
Browse courses on
Incident Management
Show steps
Show steps
Show steps
- Find tutorials on customizing incident templates in SCSM.
- Follow the tutorials and practice customizing incident templates.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Gather resources on SCSM automation
Show steps
Expand your knowledge of SCSM automation by gathering resources, which will provide you with a comprehensive understanding of available tools and techniques.
Browse courses on
Automation
Show steps
Show steps
Show steps
- Search for articles, tutorials, and documentation on SCSM automation.
- Organize and review the gathered resources to identify best practices and potential solutions.
Discuss SCSM best practices with peers
Show steps
Enhance your understanding of SCSM best practices by engaging in peer discussions, which will provide you with valuable insights and perspectives from fellow learners.
Browse courses on
Incident Management
Show steps
Show steps
Show steps
- Join or create a study group or online forum for SCSM users.
- Participate in discussions and share your experiences and knowledge.
- Learn from the experiences and insights of your peers.
Attend a workshop on SCSM incident management
Show steps
Deepen your understanding of SCSM incident management by attending a workshop, which will provide you with hands-on experience and insights from industry experts.
Browse courses on
Incident Management
Show steps
Show steps
Show steps
- Research and identify upcoming workshops on SCSM incident management.
- Register for and attend the workshop.
- Actively participate in the workshop and engage with the instructors.
Implement a new incident management process
Show steps
Apply your knowledge and skills by implementing a new incident management process in SCSM, which will provide you with practical experience and a deeper understanding of the course concepts.
Browse courses on
Incident Management
Show steps
Show steps
Show steps
- Identify a need for a new or improved incident management process.
- Design and document the new process.
- Implement the process in SCSM and monitor its effectiveness.
- Evaluate the results and make necessary adjustments.
Contribute to an open-source SCSM project
Show steps
Enhance your understanding of SCSM and contribute to the community by participating in an open-source project, which will provide you with real-world experience and exposure to different perspectives.
Browse courses on
Open Source
Show steps
Show steps
Show steps
- Find an open-source SCSM project that aligns with your interests.
- Review the project documentation and identify areas where you can contribute.
- Make a pull request or contribute in other ways as per the project guidelines.
Career center
Learners who complete Implementing Incident Management with System Center Service Manager 2016 (SCSM) will develop knowledge and skills
that may be useful to these careers:
IT Incident Manager
IT Incident Manager
An IT Incident Manager is responsible for managing incidents. They may work in a help desk or a data center. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Project Manager
IT Project Manager
An IT Project Manager is responsible for managing IT projects. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Support Specialist
IT Support Specialist
An IT Support Specialist provides technical support to users. They may work in a help desk or a data center. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Systems Administrator
IT Systems Administrator
An IT Systems Administrator is responsible for managing IT systems. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Security Analyst
IT Security Analyst
An IT Security Analyst is responsible for protecting IT systems from security threats. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Risk Manager
IT Risk Manager
An IT Risk Manager is responsible for identifying and managing IT risks. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Governance Manager
IT Governance Manager
An IT Governance Manager is responsible for developing and implementing IT governance policies. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Infrastructure Engineer
IT Infrastructure Engineer
An IT Infrastructure Engineer is responsible for designing, implementing, and maintaining IT infrastructure. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Compliance Manager
IT Compliance Manager
An IT Compliance Manager is responsible for ensuring that IT systems are compliant with regulations. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Service Manager
IT Service Manager
An IT Service Manager is responsible for managing IT services. They may work in a help desk or a data center. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Service Desk Analyst
IT Service Desk Analyst
An IT Service Desk Analyst provides technical help to end users. They respond to user inquiries, troubleshoot problems, and resolve issues. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Program Manager
IT Program Manager
An IT Program Manager is responsible for managing IT programs. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Help Desk Technician
IT Help Desk Technician
An IT Help Desk Technician provides technical support to users. They may work in a help desk or a data center. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Network Administrator
IT Network Administrator
An IT Network Administrator is responsible for managing IT networks. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course can help you develop these skills and knowledge.
IT Auditor
IT Auditor
An IT Auditor is responsible for auditing IT systems for compliance and security. To succeed in this role, you need to be able to configure workflows, customize templates, and add automation to help desk incident management. This course may be useful.
For more career information including salaries, visit:
OpenCourser.com/course/ro9jea/implementing
Reading list
We've selected 20 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Implementing Incident Management with System Center Service Manager 2016 (SCSM).
ITIL Service Operation provides a comprehensive overview of the ITIL Service Operation process. It is particularly useful for those who are new to ITIL or for those who want to refresh their knowledge of the framework. is commonly used as a textbook at academic institutions or by industry professionals. It useful reference tool for IT professionals who are involved in the day-to-day operation of IT services.
Good introduction to the ITIL framework, which is used by many organizations to manage their IT services. It provides a good overview of the ITIL processes and how they can be used to improve incident management.
Provides a comprehensive overview of ITIL incident management best practices. It can help you understand the concepts and processes involved in incident management and how to implement them in your organization. This book is particularly useful for those who want to align their incident management practices with ITIL.
Provides a comprehensive overview of incident management in IT operations. It covers the concepts, processes, and tools involved in incident management, and it can help you understand how to implement and manage an effective incident management program.
Provides a comprehensive overview of incident management for IT professionals. It covers the concepts, processes, and tools involved in incident management, and it can help you understand how to implement and manage an effective incident management program.
Provides a comprehensive overview of the ITIL Foundation framework, including incident management. It can help you understand the concepts and processes involved in incident management and how to implement them in your organization.
Provides a good overview of incident management for IT professionals. It covers the basics of incident management, as well as more advanced topics such as incident response and recovery.
Save
Provides a good introduction to IT incident management. It covers the basics of incident management, as well as more advanced topics such as incident prioritization and escalation.
The Incident Management Handbook comprehensive guide to incident management for IT professionals. It covers all aspects of incident management, from planning and preparation to response and recovery.
Save
Provides a good introduction to ITSM for those who are new to the field. It covers the basics of ITSM, as well as more advanced topics such as incident management.
Incident Management for IT Operations provides a practical guide to incident management for IT operations teams. It covers all aspects of incident management, from planning and preparation to response and recovery.
Provides a good overview of incident management for small businesses. It covers the basics of incident management, as well as more advanced topics such as incident response and recovery.
Save
Provides a good overview of incident management for healthcare organizations. It covers the challenges of managing incidents in a healthcare setting, as well as best practices for incident management in healthcare.
Save
Provides a good overview of incident management for government organizations. It covers the challenges of managing incidents in a government setting, as well as best practices for incident management in government.
ITIL Incident Management: A Pocket Guide concise guide to incident management for IT professionals. It covers all the essential concepts of incident management, from planning and preparation to response and recovery.
Provides a good overview of incident management for educational institutions. It covers the challenges of managing incidents in an educational setting, as well as best practices for incident management in education.
Incident Management in Complex IT Environments book that provides guidance on how to manage incidents in complex IT environments. It covers all aspects of incident management, from planning and preparation to response and recovery.
Provides a good overview of incident management for religious organizations. It covers the challenges of managing incidents in a religious setting, as well as best practices for incident management in religious organizations.
Incident Management for Government Agencies book that provides guidance on how to manage incidents in government agencies. It covers all aspects of incident management, from planning and preparation to response and recovery.
Incident Management for Educational Institutions book that provides guidance on how to manage incidents in educational institutions. It covers all aspects of incident management, from planning and preparation to response and recovery.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/ro9jea/implementing
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Time
262 hours
Level
Intermediate
Via
Pluralsight
Instructor
Greg Shields
Language
English
Good to know
Develops the basic skills needed for service managers
Draws on ITIL and MOF methodologies
Offers extensive built-in features
Requires advisor support for implementation
Focuses on core functions
May be best suited for mid to large-scale businesses
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