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Mastering System Center Configuration Manager 2007 R2 by Christopher W. Urban, Ron D. Crumbaker, Chris Mosby

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1.1. Understanding IT Service Management

ITIL and MOF were introduced as a way to deliver consistent IT Service Management (ITSM). Some of the key objectives of ITSM are:

  • To align IT services with current and future needs of the business and its customers

  • To improve the quality of IT services delivered

  • To reduce the long-term cost of service provisioning

Think of ITSM as a conduit between the business and the technology that helps run the business. Without a proper conduit in place, one cannot function properly without the other. ITSM is about process, not about software products.

1.1.1. Exploring the IT Infrastructure Library

Before we dig into the inner workings of ITIL Version 2, it is important for the ITIL beginner to understand that ITIL, ...

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