System Center 2012 – Service Manager 101: Focus on Incident Management

This is a great post by Antoni H which explains in full detail Incident Management in SCSM. Find the post here.

Two new add-ons for SCSM from Signature Consultancy

Signature Consultancy offers two new add-ons for SCSM that can provide business value to Incident Management:

  • SMAX

SMAX Management Pack is an add-on to Microsoft System Center Service Manager from Signature Consultancy that provides you with the means to send meeting requests directly from the SCSM Management Console  to Microsoft Exchange. The meeting request is related to any incident (ticket) in Microsoft SCSM and is sent directly to the exchange mailbox of the analyst or operator assigned to the incident.  This meeting request will show in the analyst Calendar on outlook thus allowing you additional Control on support engineers’ schedule.

More information and demo video can be found on this address:

  • SMTI

SMTI creates the link between your Microsoft System Center Service Manager installations, the IP soft phone system and call center operators computer. This connectivity makes it possible to identify the callers automatically and presents the call center operator with the customer’s incidents history and status allowing an instant response to basic incident queries and follow up call.

More information and demo video can be found on this address:

Removing the Sample Incident Management Configuration – Support Tiers 1, 2, 3

If you are faced with the task to remove the default Support groups in SCSM do not worry SCSM team blog offers a solution. Click here and read.