Internally, we have lots of teams at Microsoft that are using Service Manager for large and small scale service desk needs. One of our internal customers is the operations team that runs some of Microsoft’s web properties like TechNet/MSDN, Windows Update, Microsoft.com, and more. This team is called the ‘Monitoring & Management’ team (M&M). They use Service Manager for incident (integrated with Operations Manager) and change management. They have also started using the service catalog/self-service portal to take in requests from their “customers”.
They have been tracking with the Service Manager engineering team all along the way upgrading to each major milestone – Beta, RC and now they have already upgrade to System Center 2012 SP1 – Service Manager RTM!
You can read about their experience and pick up a few pointers by reading their blog post on the Partner and Customer Solutions blog. Keep an eye on that blog as we will be posting some more great content there from our internal System Center customers and even a weekly digest of all the MVP blog posts across all of Windows Server and System Center.
I would like to share with you a quick update from Expit; we recently released an updated version of the Expit Event dashboard for SCSM 2012 (Version 1.3). the product is available for free download at www.expit.com/downloads.aspx
New Features in version 1.3 include:
• Support for Windows 8 & Windows Server 2012
• New team Progress tab showing ticket load per analyst or team
• New watch List tab to monitor ticket opened by critical users
• New data retrieval options (Light Dataset and Full Dataset)
• Added “Affected Users” for both incidents and service requests
• Added “Support Groups” for both incidents and service requests
• Colors are now adjustable and can be changed by users
• Category is now displayed correctly instead of the GUID in some cases
• Performance enhancements
• Minor UI modifications
As usual, we look forward to hearing back from you about how we could improve the product for the greater SCSM user community.
Note: this new edition of the connector will not establish a connection to SCSM automatically after login; users will need to connect from the file -> connect for data to be retrieved