Blog & Resources
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The Benefits of Providing Admin Troubleshooting Tools to the Service Desk
Budgets have been steadily decreasing in IT for years. This has forced a single service desk analyst to complete a level of work that multiple headcount would have been asked to do in the past. What’s more, service desk teams are adapting to working almost exclusively from home and are being asked to support an increasing number of remote workers
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The Latest on OAuth 2.0 and the SCSM Exchange Connector
[Article Updated on 4/15/20] If you haven’t heard, on October 13th, 2020, Microsoft is ending support for Basic Authentication in Office 365. This is done as part of a shift to the more-secure OAuth 2.0 authentication method and will help reduce the chances that credentials can end up in the wrong hands. More information can be found in Microsoft’s post
SCSM Management Pack Naming Best Practice
If you have ever used or maintained System Center Service Manager (SCSM) or Operations Manager you will be aware of Management Packs that are used to store configuration of the System Center products. It can be quite tricky to understand the best ways of using these and it can have quite a larger impact on the support ability of the product over time. In this article,
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Troubleshooting Remote Support
On-premise software has more than it’s a fair share of issues, due to all the varied types of hardware and software it is mixed with depending on the customer, this in comparison to cloud software that is always running in the same environment and on a small set of web browsers. With this in mind, you are bound to run
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Log Resolution Actions With Remote Support Trackback Sessions for SCSM
When working with Service Manager, and specifically with the Cireson Service Manager Portal, it’s essential that you can access as much information as possible. When you are troubleshooting a customer ticket, there should always be a sense of urgency with remote support, because an employee or customer typically will not take the time to enter a ticket if it’s not
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Dashboards 300: Building a high-density chart
Introduction: The dashboard challenge I love leveraging dashboards to track and monitor activities and measures. The Cireson Portal dashboard provides flexibility in layout, content, and datasources to show information in real-time within the Portal application. On my dashboard I have been working with two charts; Tickets Closed and Tickets Created. These charts share the same axis type but I’d really
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SCSM and Cireson User Accounts and Groups Checklist Worksheet
User Accounts and Groups Checklist Worksheet When installing Microsoft System Center Service Manager, there are a lot of things to consider to make sure the install goes well and will be easy to modify in the weeks, months and years to come. In order to maintain a secure, stable and maintainable SCSM environment, it’s important that all required user accounts
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Global Search Will Help You Find Your Way
Search is a very important aspect of any Service Portal, and as such is one of the most used functions. With this in mind, we wanted to improve the search, all without losing the things that made it valuable in the first place. This is where we came up with the idea for a global search, and it’s largely been
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SCSM 2019 Install or Upgrade Checklist and Project Plan
Do you currently run System Center Service Manager (SCSM) and are you looking to upgrade your existing SCSM environment to the latest 2019 version? Or, are you looking at using SCSM 2019 as your ITSM platform because your organization is already paying for it as part of your Microsoft Enterprise Agreement (EA)? It can be a daunting task, as SCSM is a very
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Adding RequestedByUser and CreatedByUser Fields on the same Portal Form
The Problem. I started looking into this issue once a few customers had reported it and wanted to see if there was a solution, so what was the problem? Well, adding these 2 fields to a custom portal form in the portal requires you to put the property name on the portal form. The property name is the target name
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SCSM Service Requests, 3 Success Factors
As a consultant with Cireson, I am often engaged with customers regarding SCSM Service Requests. The first things we discuss during these engagements are the most important factors to be successful. In this article we will talk in depth about the following factors: Not knowing where to start Trying to do too much Service Catalog navigation Not Knowing Where to Start Where do we start when it comes
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Are You Making These Common SCSM Change Management Mistakes?
The focus of this discussion is how to use Business Services (as they are called in SCSM) to greatly enhance and automate your SCSM Change Management implementation. If you haven’t had a chance to read our previous blog about creating an ITIL Change Management Checklist (which includes best practices to avoid common pitfalls), I highly suggest giving it a read, as it is a great starting point and