Extending Service Manager classes
Service Manager 2012 includes a very flexible class model that allows you to extend existing classes and create new classes. There are two main types of classes in Service Manager—Configuration Items and Work Items.
Configuration Items are items stored in your CMDB, such as Windows Computers, Users, Printers, and so on. These items are normally viewed in the Configuration Items section of the Service Manager console. Please refer to Chapter 4, Building the Configuration Management Database (CMDB), for more information about the CMDB in Service Manager.
Work Items are classes that are used to support your ITSM processes, such as Incident, Service Request, Change Request, and so on. Work Items are typically viewed ...