This comprehensive resource will help you automate and optimize all facets of service management with System Center 2012 Service Manager‎.‎ Expert consultants offer deep "in the trenches" insights for improving problem resolution‎,‎ change control‎,‎ release management‎,‎ asset lifecycle management‎,‎ chargeback‎,‎ and more‎.‎ You‎'‎ll learn how to implement high‎-value best practices from ITIL and the Microsoft Operations Framework‎.‎ The authors begin with an expert overview of Service Manager‎,‎ its evolution‎,‎ and its new capabilities‎.‎ Next‎,‎ they walk through overall planning‎,‎ design‎,‎ implementation‎,‎ and upgrades‎.‎ Then‎,‎ to help you focus your efforts‎,‎ they present stepwise coverage of all topics in each feature area‎,‎ linking technical information about Service Manager with essential knowledge about the technologies it depends on‎.‎ Whatever your role in deploying or running Service Manager‎,‎ this guide will help you deliver more responsive support at lower cost and drive more value from all your IT investments‎.‎ * Leverage MOF and ITIL processes built into System Center 2012 Service Manager * Plan and design your Service Manager deployment * Install Service Manager or upgrade from earlier versions * Efficiently administer work and configuration items * Use connectors to integrate with Active Directory‎,‎ Exchange‎,‎ and System Center components * Create service maps * Enable end user access through Service Manager‎'‎s self‎-service portal * Implement incident‎,‎ problem‎,‎ change‎,‎ and release management * Utilize workflows to automate key support processes * Create service level agreements with calendars‎,‎ metrics‎,‎ and objectives * Provide quick access to a standardized catalog of services * Use notification to ensure that Service Manager items are promptly addressed * Secure Service Manager and its data warehouse/reporting platform * Perform maintenance‎,‎ backup‎,‎ and recovery * Manage Service Manager performance * Customize Service Manager