Introduction

System Center 2016 Service Manager (SCSM) is built on the principles of the Information Technology Infrastructure Library (ITIL©) and the operational principles of the Microsoft Operations Framework (MOF). This chapter discusses the operational execution of these principles in real-world implementations.

There are various books and online resources available to you on ITIL© and MOF. The authors recommend you review and research the principles of ITIL© and MOF in the areas in the scope of your SCSM implementation.

The goal of creating processes, regardless of the framework, is to move your organization or teams from using individual flexible approaches to using an agreed uniform policy-driven best practice approach to meet your objectives. This approach is usually described as process maturity.

ITIL© is commonly described as an industry-recognized process framework. MOF is the Microsoft standard for the execution of the processes typically using (but not limited to) Microsoft products.