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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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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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