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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