Part 1: Capturing Data in SCSM to enable a Proactive Approach
Original Presentation Date: Tuesday June 7th, 2016, 2pm London
Presenters: Geoff Ross - Consultant, Chris Lim - EMEA Sales & Partner Manager
Are your users or customers fed up with the same things going wrong over and over? Is your IT Staff spending too much time repeating the same fixes? Let's look at how we can use Service Manager to effectively capture more information about Incidents and Service Requests in order to help us make better decisions on where to focus our proactive efforts.
• Logging Work Items into SCSM effectively
• Relating Work Items to our CMDB to build up the full picture
• Ensuring data is continually captured throughout the lifecycle of our Work Items
• Effective closure of Work Items