Chapter 4. Configure and maintain service management

IT professionals are responsible for providing specific services to the organization for which they work. Service Manager provides the ability to measure the performance of IT professionals in providing these services by tracking the speed at which incidents and problems are resolved. This chapter includes information on configuring Service Manager to track performance against service level objectives. You’ll learn how to configure and manage Service Manager incidents, problems, and knowledge articles. You’ll also learn about managing cloud resources through VMM by configuring available profiles and templates.

Objectives in this chapter:

Objective 4.1: Implement service level management

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