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