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SCSM 2016 Features

SCSM Incident Management

Service Manager supports industry leading incident management.

‘Incident Management’ is a term describing the activities of an organization to identify, analyze, and correct hazards to restore business service as soon as possible. Incident Management is defined by ITIL as an unplanned interruption to an IT service or a reduction in the quality of an IT service.

The objective of Incident Management during an incident is service restoration as quickly as possible. The objective is not to make a system perfect. It is acceptable to restore service temporarily whilst the root cause is being diagnosed to allow a permanent fix to be developed (which may take much longer). After service restoration, correction of the underlying root causes is done by the problem management team through ‘Root Cause Analysis’. restoration, correction of the underlying root causes is done by the problem management team through ‘Root Cause Analysis’.

Microsoft has coded an ITIL compliant Incident Management Framework within SCSM 2016 to allow clients to manage incidents. Incident Management integrates seamlessly inside SCSM with Change, Problem, Service Request and Release Management whilst existing on top of a self-updating CMDB.

Cased Dimensions has written SLA Management, Asset Management, Assigned to Me and Advanced Reporting and more to aid clients in being more productive with regard to the way they manage incidents.

For help implementing Microsoft System Center Service Manager or for Cased Dimensions management packs, please contact us at info@caseddimensions.com







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