Chapter 1

Overview of Service Management

System Center 2012 R2 Configuration Manager (SCCM), like the previous versions of the product, plays an important role in service management in the information technology (IT) world. As IT professionals, we are not responsible for every task required to accomplish a key business activity in our environments. However, we are an important piece of the IT service management process. IT is in the business of providing key capabilities, called services, to enable the business functions to achieve the goals of the business. This is one of the many reasons to leverage the Microsoft Operations Framework (MOF) or the IT Infrastructure Library (ITIL) to optimize your IT investment and realize business value.

The ...

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