Posted by: kurtsh | October 26, 2009

BETA: System Center Service Manager Beta 2 releases

image Microsoft System Center Service Manager is Microsoft’s entree into the help desk/ticketing system solution space.  Leveraging the foundation in place that most customers have such as Active Directory & SQL Server, Service Manager promises to be a great addition to any IT organization looking for richer integration with their existing management infrastructure. 

Customers that own other elements of the System Center suite such as System Center Configuration Manager and System Center Operations Manager will find that Service Manager fits like a glove due to it’s immediate integration with these partnered system.

Try the beta (available from the Connect site) You must sign up thru the directory.

Tell us what you think on the public forum.

NOTE:  This milestone is the feature complete milestone for Service Manager.  From here on out we will only be fixing bugs and responding to customer feedback. After 4 yrs in the making of the product, the end is in sight!

Key Technologies
  • A workflow engine for automating all or portions of IT processes and for integrating System Center solutions
  • A common data warehouse and reporting platform for integrating business intelligence information across System Center
  • A connector framework to support technology integration across System Center, other Microsoft products, and common industry management tools
  • A CMDB to support the management of information about IT service components and how they relate to one another
  • A self-service portal to provide end users access to IT resources, reducing help desk call volume
  • A knowledge base to capture and share practical knowledge for IT professionals and end users

Background/Supporting Materials
What’s new in Beta 2?

  • Problem management
  • End user self-service portal
  • IT analyst portal
  • Inbound email to incident workflow
  • New reports
  • Full extensible data warehouse
  • Authoring console for customizing forms and creating custom workflows (without writing code!)
  • Operations Manager integration – alert to incident scenario and service/service component inventory sync
  • Self-service software provisioning
  • significant improvements in performance and scalability

Also, of note this is the first time that any System Center product has ever simultaneously shipped a beta release in multiple languages (English, German, and Japanese for now).

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