Managing Incidents and Problems in Service Manager 2010

Applies To: System Center Service Manager 2010 SP1

Microsoft System Center Service Manager 2010 helps your company manage incidents and problems by implementing and automating help desk ticketing processes so that these processes comply with the best practices that are described in the Microsoft Operations Framework (MOF) and in the IT Infrastructure Library (ITIL). For more information about MOF 4.0, see Microsoft Operations Framework (https://go.microsoft.com/fwlink/?LinkId=116391).

If you need to add or extend the functionality of Service Manager to implement custom processes for handling incidents and problems, you can use standard Microsoft development tools and the Service Manager SDK.

The procedures in this section are organized according to common problem and incident management scenarios. Even though the sample scenarios refer to a fictitious organization, Woodgrove Bank, the scenarios and steps are based on real use and describe how to use the problem and incident management features in Service Manager.

In This Section

• Sample Scenario: Managing Incidents and Problems
  Describes the scenarios that involve incidents and problems in Service Manager.

• Managing an Incident
  Describes how to create, edit, and resolve incidents and incident views.

• Troubleshooting Incidents
  Describes how to troubleshoot incidents by using service maps, by running tasks, and by publishing announcements.

• Managing a Problem
  Describes how to create and edit problem records, how to resolve problems and related incidents automatically, and how to link incidents or change requests to a problem record.

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