Implementing incident and service request fulfillment management with System Center Service Manager

Jure Jeram (2013) Implementing incident and service request fulfillment management with System Center Service Manager. EngD thesis.

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Abstract

Incident and service request fulmillment management is present in every company regardless its size. It’s one of the most crucial services, as it is the first point of contact between IT department and end users. System Center Service Manager is one of the products, which among other things, enables working with incidents and user requests. It’s a product of System Center family of products, created by Microsoft. System is available to end users as a portal, where they can report incidents, requests, questions, etc. They can check the state of their incidents, and are also notified via e-mail, if there is any change. Support groups use System Center Service Manager console to resolve incidents and requests. The console enables them to see all relevant incidents, users, computers, printers, etc. System also provides reporting and dashboards, for IT department to follow incidents, all open requests, problematic applications, etc. The objective of this thesis is to successfully implement the system in the current environment and a successful transition to the new way of incident reporting. In the first part of the thesis there is a brief description of System Center Service Manager, what it consists of and what options it offers. In the central part, actual implementation is described. Installation, reconfiguration, preparation, and implementation of incident management. It also describes the method we have used, to make a smooth transition for the users, to this new system. The final part of this thesis is dedicated to our conclusions and description of advantages and disadvantages, brought by the implementation of the system for both users and system administrators.

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