Book Image

Microsoft System Center 2012 Service Manager Cookbook

Book Image

Microsoft System Center 2012 Service Manager Cookbook

Overview of this book

Microsoft System Center Service Manager (SCSM) offers enterprises a complete, integrated platform for automating and adapting IT Service Management best practices to your organization's requirements. "Microsoft System Center Service Manager Cookbook" provides you with real-world, immediately usable recipes which will show you how to configure and administer System Center Service Manager 2012 and understand how to solve particular problems and scenarios to take this tool further. In Microsoft System Center Service Manager Cookbook, you will get to grips with practical recipes which will show you how to configure and administer System Center Service Manager 2012. This cookbook features distinct recipes on the practical implementation of ITSM Frameworks and Processes, Microsoft System Center 2012 Service Manager Administration, how to configure Service Level Agreements (SLAs). It will also cover incident and problem management, the design of change and release management as well as implementing and editing security roles.
Table of Contents (20 chapters)
Microsoft System Center 2012 Service Manager Cookbook
Credits
About the Authors
About the Reviewers
www.PacktPub.com
Preface
Index

ITIL© processes


This recipe provides a summary discussion of the current ITIL© V3 processes.

Getting ready

The authors recommend that you read the Understanding ITSM frameworks recipe.

How to do it...

Plan to do one or more of the following:

  • Attend one or more ITIL© training courses in the recommended order

  • Invest in the ITIL© official book(s) and complementary books

  • Use the vast free resources on the Internet

  • Implement and improve your organizational ITSM processes using the ITIL© knowledge as a guide

  • Review and update your processes in line with organization strategies and capabilities

How it works...

ITIL© processes take a repeatable cyclic approach to organization IT Service Management underpinned by continual service improvements. The ITIL© goals are aimed at ensuring that the organization:

  • Plans for services

  • Catalogue and track IT services

  • Introduces new services with minimal risks

  • Manages and operates active services consistently

  • Performs maintenance and updates to existing services with minimum risk and maximum value to the business

  • Continually monitors and improves the services delivered to the business

The official phases of ITIL© are as follows:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement

SCSM is a technology capability enabler of a subset of the ITIL© processes. It is important to follow the principle of: People, Processes, and Products. SCSM is the product that complements your organizations agreed processes and needs people to implement, manage, and continually improve the overall IT service strategy.

ITIL© implementation is not mandatory for SCSM deployment, but an understanding of ITIL© is recommended.

See also

  • Appendix B, Useful Websites and Community Resources provides a list of useful websites for ITIL© and is highly recommended by the authors