Microsoft System Center 2016 Service Manager Cookbook - Second Edition

Chapter 1. ITSM and ITIL Frameworks and Processes

This chapter aims to provide a background into the creation of processes aligned with ITIL and Microsoft Operations Framework (MOF) principles and explains some of the key areas and how they relate to Service Manager; specifically, we will cover the following areas:

• Understanding ITSM frameworks
• ITIL© processes
• Creating an Asset Management process
• Creating a Configuration Management System (CMS) process
• Creating a Service Request Fulfilment process
• Creating an Incident and Problem Management process
• Creating a Change and Release Management process
• Creating an IT Service Desk
• The Service Level Management process
• Dependencies and relationships between ITSM processes

Introduction

System Center 2016 Service Manager ...