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This chapter is from the book


This chapter introduced you to service management. You learned that service management is a process that touches many areas within ITIL and MOF, such as incident/problem management, change/release management, configuration management, asset management, request fulfillment, automation, dashboards, and reporting. It discussed the functionality delivered in Service Manager that you can leverage to meet these challenges more easily and effectively.

Microsoft’s management approach, which incorporates the processes and software tools of MOF and DSI, is a strategy or blueprint intended to build automation and knowledge into data center operations. Microsoft’s investment in DSI includes building systems designed for operations, developing an operationally aware platform, and establishing a commitment to intelligent management software.

Service Manager drives integration, efficiency, and IT business alignment. Together with Operations Manager, Configuration Manager, Virtual Machine Manager, Orchestrator, and the other System Center components, Service Manager is a critical component in Microsoft’s approach to system management that can increase your organization’s agility in delivering on its service commitments to the business.

The next chapter looks at the technology and terminology used by this component, and looks at its features, including changes in System Center 2012 and Service Manager.

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