When introducing Incident Management with System Center Service Manager into an organization, customers often want to extend the out of box functionality of Incidents.

A common extension is to add some additional information to be tracked with incidents, and customize the Incident form to display this information.

This video demonstrates how to extend the incident information stored in the CMDB with additional properties, and how to customize the Incident form in the Service Manager Authoring Tool via drag-and-drop to display the new information to Helpdesk analysts. No development required !

 

http://technet.microsoft.com/en-us/edge/system-center-service-manager--tracking-additional-incident-information-and-displaying-it-on-a-custo.aspx?query=1