Security & Management

Incident Management in SMS!?

I got some of the requirements from the customers and They always ask the same questions.

"Can I store the Printer/PC Support Maintenance Contracts?"

"Is it provide incident logging for my helpdesk?"

"Can I keep the Purchase Order together?".....

These are the common questions from SME customers. Because there are no different teams for handle Incident Management and Changes/Configurations Management for their organization.

For the Enterprise Customers, HelpDesk Handle the Incident Management tasks, and Infrastructure Team Handle the Changes/Configurations Management tasks.

However, System Center Service Manager addressed the needs for Enterprise Customers, But I don't think it is a good solution for SME customers. (Based on their $$$, scale and the required functions).

So, I developed a Windows Sharepoint Service 3.0 Site with the following features to address the needs from SME:

  1. Single Interface
  2. Incident Logging
  3. Store the Purchase Order, Status Reports (XML with Infopath)
  4. Inventory Reports (WebPart and SMS Reporting)
  5. Remote Desktop (WebPart and RDP Web Connection)
  6. Schedulling
  7. Tasks Assignment and Notifications (Web, Email and RSS)

What other features i should add into this solution for SME?

Please leave your comments and suggestions to me. Any feedbacks are welcome.

Posted: Mon, May 28 2007 16:56 by daniel | with 2 comment(s)
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Comments

Alex Larkin said:

Service Manager beta is starting in several weeks. It will provide incident management thru both SCE and SCOM. Microsoft has a product ZTP v3 that is MOSS 07 based with workflow approvals and MIIS with provisioning and BDD process'.

Can someone find the ZTP v3 bits for me?

# May 28, 2007 1:23 PM

daniel said:

ZTP is a Sharepoint site that integrated with Biztalk and BDD ZTP, ZTI scripts to provide Applications/Tasks Request features for the users. And the Manager of them will get the email for the approval. If the manager Approved, The Scripts and SMS will deploy the applications ot run the tasks automatically.

Please read the BDD Guide for more information about it. The ZTP,ZTI Scripts are included.

# May 28, 2007 7:58 PM
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