This chapter provides a background into the creation of processes aligned with ITIL© and MOF (Microsoft Operations Framework) 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 Fulfillment process
Creating an Incident and Problem Management process
Creating a Change and Release Management process
Creating an IT Service Desk process
Service Level Management process