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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 10. Incident Management

IN THIS CHAPTER

Understanding the Incident Process

Incident Management in Service Manager

Incident Management Process Activities

Configuring Incident Management

Incident Management Automation

Service Manager 2010 (also known as SvcMgr or SCSM) enables the Incident Management process by implementing and automating ticketing best practices in compliance with Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL). Compliance with MOF and ITIL best practices provides your organization with the confidence that the necessary building blocks are available in the System Center Service Manager tool to underpin configuring your own Incident Management process in accordance ...

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