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Imperial Library
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Index
Cover Page
Copyright Page
Contents
Foreword
Introduction
Chapter 1 Business reasons to choose Service Manager
Introduction
Integration story
Active Directory connector
Configuration Manager
Operations Manager
Orchestrator
Exchange connector
Reporting
Chapter 2 Deployment costs and non-IT usage
Licensing
Deployment costs
Envision
Plan
Build
Stabilize
Deploy
Operational costs
Non-IT usage
Request a new credit card
Request access to an invoicing system
Using Service Manager for customer service
Chapter 3 How to plan for Service Manager
It’s not just the technology
People
Process
Product
Implementation roles
Chapter 4 How to prepare for a Service Manager installation
Technology considerations
Active Directory
Operations Manager
Configuration Manager
Virtual Machine Manager
Process considerations
Incident management
Problem management
Change management
Release management
Service request management
Chapter 5 Management packs
Management pack general guidance
Management pack naming guidance
Bundling modifications
Naming and bundling views and view folders
Naming and bundling templates
Naming and bundling service offerings and request offerings
Naming and bundling groups and queues
Naming and bundling console tasks
Naming and bundling notification templates and subscriptions
Sealing management packs
Updating a sealed management pack
Versioning management packs
Backing up management packs
Renaming management pack filenames
Chapter 6 Optimizing the Service Manager environment
Service Manager management server
Service Manager console
Service Manager databases
SQL Server editions
Workflows
Service Manager Self-Service Portal
Connectors
General considerations
Active Directory connector
Operations Manager connector
Configuration Manager connector
Orchestrator connector
Chapter 7 Service Manager configuration and customization
Configurations
Incident and service request support groups and assignment
Incident categorization
Customizations
Work item custom labeled fields
Notification Boolean
Assignment notification for all work items
More information needed and possible problem
Location on form
On Behalf Of on form
VIP incidents and requests
Submitting change requests from the Self-Service Portal
Change phase in change views
Additional resources for configuration and customization
Customization risk areas
Orchestrator versus Authoring Tool for workflows
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