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Microsoft System Center Optimizing Service Manager by Kathleen Wilson Thomas Ellermann Karsten Nielsen, John Clark, Mitch Tulloch

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CHAPTER 7Service Manager configuration and customization

While Microsoft System Center 2012 Service Manager is a complete IT Service Management (ITSM) solution and many customers have successfully implemented it "out of the box," some situations call for additional configuration and customization. Service Manager can be configured through the console or customized externally to meet customer requirements.

One of Microsoft’s technical principles is "configure before customize," which leads one to ask: Why is there a section in this book on customizing Service Manager when Microsoft recommends configuration over customization? The answer is simple: The economy has changed and customers expect shorter value runways from IT solutions. Historically, ...

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