Holla Guys!
Service Manager provides an integrated platform for automating and adapting your organization’s IT service management best practices, such as those found in Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL). It provides built-in processes for incident and problem resolution, change control, and asset lifecycle management.
The beauty of SCSM truly lies in the tight integration with Microsoft System Center Product which leverages on what has been discovered, managed & link up all these resources belonging to the same Entity. The tight integration allows real-time resources without the need of manual labor from IT administrator.
* Features listed in RED is part of SP1 features
System Center Service Manager 2012
Key Features
IT Service Management
- · Service Design
- Capacity Management
- Availability Management
- Risk Management
- Compliance Management
- Supplier Management
- Service Asset & Configuration Management
- Change & Activity Management
- Change Request Templates
- Manual Activity Templates
- Change Management Workflows
- Activity Management Workflows
- Title
- Description
- Comments
- Keywords
- External URL
- Internal Content
- Analyst Content
- Attachment to Incident
- Automatic Resolution, Reactivation & Status Update
- Set Incident Priority
- Set Resolution Time
- Web Console
- Submit Incident via Email
- Creating New Templates
- Email Notification
- Notification Templates
- Subscription to a Notification
- Automated Notification to a Group of Users
- Calendar (Set Business Hours, Holidays & etc)
- SLA Metrics
- Service Level Objective
- SLA Notification to an Assigned-User
- Reactivate Incident with SLA Information
- Quotas
- Leases
- Approvals
- Chargebacks & Showback
- Default Price Sheet
- Managing Work Items & List:
IT-as-a-Service
- Self-Service Portal
- Service Catalog
- Extending Service Offering Categories
- Catalog Creation
- Service Offering
- Request Offering
- Creation & Categorize Catalog Items in Localized Languages
- EndUser
- ReadOnlyOperator
- IncidentResolver
- ChangeInitiator
- ActivityImplementer
- ProblemAnalyst
- ServiceRequestAnalyst
- ReleaseManager
- ChangeManager
- AdvancedOperator
- Author
- Workflow
- ReportUser
- ImpliedIncidentAffectedUser
- ImpliedReviewer
- ImpliedActivityEditor
- ImpliedConfigItemCustodian
- ImpliedPrimaryComputerUser
Integration
Business Intelligence (Reporting)
- System Center Data Warehouse
- OLAP/Cube
- Supports SQL Server 2012
Common Scenarios for System Center Service Manager 2012
- Search for Information
- Managing Incidents & Problems
- Managing Changes & Activities
- Managing Service Request
- Managing Release Records
- Managing Chargeback Reports
- Reporting & Analytics
- Customization Scenarios
As usual, the whole SC2012 compilation can be found here in this link below
2013 – System Center 2012 Features.docx
Signing Off
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