Things to Consider When Configuring Service Manager 2010 for your Environment
The following are best practices in designing your Service Manage 2010 Environment:
► Develop policies and procedures for processing incidents and problems. These polices and procedures should leverage Service Manager capabilities as much as possible.
► Deploy the Self-Service Web Portal to allow end users to create their own incident requests and close those requests to reduce the help desk workload.
► Deploy the Self-Service Web Portal to allow end users to view announcements.
► Configure resolution times to allow incident resolution times to be measured against target goals.
► Create a custom Operations Manager incident template to complete incidents generated from alerts.
► Configure the Operations Manager Web console setting to allow analysts to use the tasks to get Operations Manager health state and alert details from the Service Manager console.
► Don’t adjust the Priority Calculation setting unless required for interoperability with other systems.
► Configure the Inbound Email setting to allow incidents to be easily generated from emails to the help desk.
► Link clusters of incidents to a single problem to ease the administrative burden of managing incidents.
► Save reports with adjusted parameters to the Favorite Reports folder to easily generate custom reports.
► Generate the Incident Analyst report to analyze how analysts are performing.
► Generate the Incident Resolution report to analyze how the service management is performing.
This posting is 1 of a monthlong series of postings on the Microsoft System Center family of products. This is an excerpt from my book “System Center Enterprise Unleashed” with more postings on the System Center family of products up at http://www.networkworld.com/community/morimoto
