One of the most popular blog posts I have here, is a document that I didn't even write. Microsoft PFE Antoni Hanus wrote an article a while back called Operations Manager 101: http://blogs.technet.com/b/kevinholman/archive/2010/09/02/operations-manager-101-download.aspx
Well, Antoni is back with his brand new invention: a 101 online guide for Service Manager 2012.
He does a step-by-step for the basics for one of the most common scenarios – incident management:
- How to configure the SCSM Connectors (AD, ConfigMgr, OpsMgr, Orchestrator)
- Create a Custom Management Pack
- Review and Configure Incident Classifications
- Configure Email channel Settings
- Review and Configure Support Groups
- Configure Impact and Urgency
- Configure Incident Settings
- Create (Incident) Templates
- Create Queues
- Create Views
- Configure Notification Templates
- Configure Subscriptions
- Configure Workflows
- Add Functionality to Notify on assignment/ re-assignment
- Create Service Level Objectives (SLOs)
- Create User roles
- Configure Incident Creation from Email
- Initial Configuration of Self-Service Portal (SSP)
- Knowledge Base Integration
Check it out the link below:
http://blogs.technet.com/b/antoni/archive/2012/08/13/service-manager-101-part-1-incident-management.aspx