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System Center Service Manager 2010 Unleashed by Oskar Landman, Maarten Goet, Travis Wright, Kurt Van Hoecke, David Pultorak, Patrik Sundqvist, Anders Bengtsson, Alexandre Verkinderen, Kerrie Meyler

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Introduction

In May 2010, Microsoft announced the release of Service Manager 2010. This first version of the product was a long time in coming, having been revamped considerably since early testing in 2006 as the previously code-named Service Desk product. Service Manager 2010 rounds out System Center’s focus on Information Technology Information Library (ITIL) and Microsoft Operations Framework (MOF) by adding centralized incident, problem, and change management capabilities to the product suite. Service Manager’s level of integration with ITIL and MOF is unique in the System Center suite.

Service Manager is unique for other reasons: the fact that it touches so many different types of individual in an organization, and because of its high level ...

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