Intelligent Training De Colombia

Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

1. SCSM Change-, and Configuration Management implementation activities

Appendix 1.1
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Agree on overall process activity steps P
Agree on roles and responsibilities P, R
Configure SCSM to reflect roles T

Appendix 1.2
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Logging and filtering
Define RFC submission policy. Who Can submit P
and how to receive RFC’s
Create Source list in SCSM T
Define procedure for how to fill out an RFC and P
minimum requirements
Tailor SCSM to reflect RFC requirements T
Define procedure for standard answer to Change P
Requestor
Tailor SCSM to reflect requirements for Standard T
answer to Change requestor
Define Policy for Change and RFC status P
Tailor SCSM to reflect requirements for T

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Activity Type Time Responsible Status

Process (P) estimate
Organization (O)
Tool (T)
Change/RFC policy

Appendix 1.3
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Classification
Define policy for RFC priority (Low, Medium, P
High, Emergency)
Tailor SCSM to reflect RFC priority T
Define policy for change category (Emergency, P
Major, Significant, Minor, and Standard.)
Tailor SCSM to reflect Change category policy T
Define CAB’s (minor, Significant, major, P, O
emergency, unauthorized change) CAB policy
Sign stakeholders (employees, vendors, users, T, O
process owners etc) into the various CAB’s in
SCSM

Appendix 1.4
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Assess and Approve
Define impact analysis policy (Technical. P

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Activity Type Time Responsible Status

Process (P) estimate
Organization (O)
Tool (T)
Service management, Financial, Business, Resource
management.) to ensure you know how to assess
new RFC’s
Tailor SCSM to reflect the required background T
details about impact analysis.
Define standard answer to Change requestor P
Tailor SCSM to reflect standard answer to Change T
requestor

Appendix 1.5
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Change Planning
Define format and policy for forward schedule of P
change (FSC)
Tailor SCSM to reflect requirements for FSC T
Define policy for change owner P, O
Tailor SCSM to reflect the Change owners T
Define interfaces to Release management (build, P
test, deploy)
Reflect interfaces and data requirements for Release T
management in SCSM

Appendix 1.6
Activity Type Time Responsible Status

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Process (P) estimate

Organization (O)
Tool (T)
Change closure
Define requirements for notification policy. Which P, O
stakeholders, users and processes should be
informed upon change closure/completion?
Tailor SCSM to reflect Notification policy T, O
Policy for updating CMDB P
Tailor SCSM to reflect data requirement for CMDB T
update
Define policy for closing a Change record P
Tailor SCSM to reflect data requirement in relation T
to Change closure
Define Policy for Post implementation review (PIR) P, O
Tailor SCSM to include activities and members in T, O
PIR

Appendix 1.7
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Change reporting a d measurements
Define KPI’s P
Tailor SCSM to reflect KPI reporting requirements T
Define standard Change reports P
Tailor SCSM to reflect reporting requirements T

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

2. SCSM Incident Management implementation activities

Appendix 2.1:
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Agree on overall process activity steps P
Agree on roles and responsibilities P, R
Configure SCSM to reflect roles T
Define KPI’s and measurements for the process P
Tailor SCSM to reflect reporting requirements T

Appendix 2.2
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Detection and recording
Receive policy. Who Can submit and how to receive P
incidents
Create Source list in SCSM T
Define how Service Monitoring interfaces to P
incident process
Tailor SCSM & SCOM to reflect process T
Policy for Incident Record details. Required details P
in an incident record

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Activity Type Time Responsible Status

Process (P) estimate
Organization (O)
Tool (T)
Tailor incident form to reflect policy T
Define Category policy. Define how to sort IT into P
SW, HW, NW, DB, Process etc.
Define how to update Categories and interfaces to P
Change management
Tailor SCSM to reflect Categories T
Define incident Status policy P
Tailor SCSM to reflect status policy T
Define policy for standard reply when new P
Incident/service request/RFC has been submitted
Tailor SCSM to reflect policy for standard when T
new Incident/service request/RFC has been
submitted

Appendix 2.3:
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Classification and Initial support
Define policy for distinguishing between Incident, P
RFC, Service Request
Define policy for registering Service request. P
Tailor Service request forms to reflect Service T
request policy
Define policy for raising an RFC P
Tailor RFC form to reflect policy for raising RFC T

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Activity Type Time Responsible Status

Process (P) estimate
Organization (O)
Tool (T)
Define Urgency, Impact and priority policy P
Tailor SCSM to reflect Urgency, Impact, priority T
policy
Define procedure for searching existing Incidents P
Tailor SCSM to reflect Searching requirements T

Appendix 2.4:
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Investigation and initial diagnoses
Define Escalation procedure/policy P
Tailor SCSM to reflect Escalation procedure/policy T
Define Notification Policy (who to inform in case of P
Incidents depending on criticality)
Tailor SCSM to reflect Notification policy T
Define policy for changing an incident to a problem P
Ensure and tailor link between Incident and Problem T
and ensure all required information is entered and
handled

Appendix 2.5:
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Tool (T)
Resolution and Recovery
Define policy for solution description P
Define process for continuous Knowledge P
management (solution /work around descriptions)
Tailor SCSM to reflect the required data T
requirements in solution description policy
Define interface to change Management process P
Ensure link in SCSM between IM and CM T

Appendix 2.6:
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Closing
Define policy for how to verify a solved incident P
Tailor SCSM to reflect required data and
notification requirement when verifying a solved
incident
Define Cause/ Closing codes. What lead to P
successful incident
Tailor SCSM to reflect the required Cause/ closing T
Codes
Define closing & solution policy. What are required P
to change an incident to solved or to closed
Tailor SCSM to reflect closing / solution policy T
Define incident re-opening policy P
Tailor SCSM to reflect re-opening policy T

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 Intelligent Training De Colombia
Microsoft Operations Framework Foundation Training for System Center Service Manager
Appendixes

Appendix 2.7:
Activity Type Time Responsible Status
Process (P) estimate
Organization (O)
Tool (T)
Incident reporting and measurements
Define KPI’s P
Tailor SCSM to reflect KPI reporting requirements T
Define standard Incident reports P
Tailor SCSM to reflect reporting requirements T

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support this Licensed Content in any way and Microsoft gives no express warranties, guarantees or conditions. Please report any unauthorized use of this content to
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