Chapter 1

Overview of Operations Management

Before we delve into the System Center Operations Manager product, we must define what operations management is, what it defines, and why we need it. Every day we talk to businesses about the Microsoft System Center line of products. Only a small percentage of those clients actually understand the concept and reasoning behind proactive IT service management.

In a meeting with a client, we were approached by an IT manager and asked, “Why should I care about the business? I just run the IT department.” IT service management is very much ingrained in the business as a whole. IT service management is defined as a way to organize IT services and provide constant improvement to the quality of those services. ...

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