Chapter 3. MOF, ITIL, and Service Manager

IN THIS CHAPTER

• Introduction to MOF and ITIL

• Incident Management

• Problem Management

• Change Management

• Configuration Management

This chapter discusses the service management processes specified in the Microsoft Operations Framework (MOF) and Information Technology Information Library (ITIL) supported by System Center Service Manager, including Incident, Problem, Change, and Configuration Management. The focus is to describe the goals and objectives, key terminology, concepts, and activity workflows of these processes, because they are the ideas behind the functionality found in Service Manager. Understanding these ideas is critical to ensuring a successful implementation that provides the intended ...

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