More and more information is creeping out of Microsoft with regards to Service Manager. Part of the System Center family, and due for release in 2010, Service Manager is 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. Through its configuration management database (CMDB) and process integration, Service Manager automatically connects knowledge and information from System Center Operations Manager, System Center Configuration Manager and Active Directory. Service Manager delivers integration, efficiency, and business alignment of the datacenter IT services by:
Optimizing processes and ensuring their use through templates that effectively guide IT analysts through best practices for change and incident management.
Reducing resolution times by cutting across organizational silos, ensuring that the right information from incident, problem, change, or asset records is accessible through a single pane.
Extending the value of the Microsoft platform through automated generation of incidents from alerts and the coordination of activities among System Center products.
Enabling informed and cost-effective decision making through its data warehouse, which integrates knowledge from disparate IT management systems, delivering out-of-the-box reporting and flexible data analysis through SQL reporting services
Enough about the background, what about this Academy Live Session?
MGT54PAL: Understanding Service Manager and Positioning it in the ECAL Suite
Presented by Clare Henry and Kelly Wagman
Thursday, 7th January 2010 - 16:00-17:00pm GMT - Click here to calculate your local time
Customers are looking for solutions to address their automation requirements for compliance management or to implement popular service management frameworks like ITIL, MOF, or CoBiT. With the introduction of System Center Service Manager in FY10, Microsoft can help customers extend the value of ECAL and SMSE to meet these needs. Learn how Service Manager integrates Microsoft management products to improve end-user support through the self-help portal, improve reliability in the datacenter through automated incident and compliance management, and how Service Manager is a platform for delivering business-centric solutions like Asset management.
Some of you may be thinking, what’s the eCAL suite? Well, from here, the Microsoft Enterprise Client Access License (CAL) Suite brings together 11 of the latest Microsoft products to provide your people with the newest innovations in compliance, real-time collaboration, security, communication, desktop management, and more. The Microsoft Enterprise CAL Suite provides an outstanding opportunity for customers to use their existing investments in the Microsoft core platform.
Furthermore, the Microsoft Enterprise CAL Suite provides a significant cost savings compared to the purchasing of individual CALs. Customers considering investments in just two of the products included in the suite will find that the economic value of the Microsoft Enterprise CAL Suite becomes compelling.
What technologies are within the eCAL suite?
So, add to that list, System Center Service Manager, and you’ve got an even more compelling package, all rolled up under the single license.
If you’re interested in finding out more, and you’d like to attend the webcast, you can head on over and register here.
I've just come off a ITIL course and am looking forward service manager. Great post and nice blog!
Great stuff - not too long to wait for it now either! :)
Do you need SCOM or any prerequisites for this to work?
SCOM is not a pre-requisite. If SCOM is installed, Service Manager can be used to remove a lot of the "noise" from the monitoring. Data tags within SCOM are automatically passed to Service Manager through a connector and Service Manager can profile the presentation of such information. Cased Dimensions are an Alliance Partner on the Service Manager Program and are happy to aid any partner with questions on Service Manager.