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Service Manager

What is Service Manager?

System Center Service Manager is an integrated platform for automating and adapting your organization’s IT service management best practices. Service Manager uses the latest in service management models such as those found in Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL).

 

Service Manager is a full-featured ticketing system. Service catalogs let your customers easily request new systems and services. Incident and problem management help your Service Desk track and resolve customer issues. Change management tracking tools help you keep a record of environmental change for easy reporting and auditing. A powerful knowledge management system helps keep your teams in sync with all the latest documentation and resolution information. And, with the new alert features, you can keep your customers informed of known outages before a ticket storm occurs.

 

Service Manager truly is a next-generation ITIL-based ticketing system that can help give your IT Service Desk teams a winning advantage in supporting your environment. With these tools, you can begin resolving issues faster and working towards building a more proactive team. It’s time to provide your customers with a ticketing system that’s intuitive, informative, and integrated with all of the System Center products.

Incidents.

Problems.

Knowledge.

Change.

Service Manager provides an intuitive, easy to use web-based interface for user submission of tickets. These incidents can then be worked and tracked by technicians on the backend. Updates and comments are presented back to the user on the front-end for simple issue tracking.

1.

Incident Management

Give your organization a tool to easily submit, track, and resolve incidents and problems within your environment.

With Service Manager, you can develop Change Management workflow procedures to ensure each and every one of your changes are initiated, approved, implemented, and closed appropriately. This methodical approach to change control minimizes, and even eliminates, IT systems issues.

2.

Change Control & Analysis

Technical changes occur in your environment every day. Establishing a Change Management process is key to staying on top of it all.

Knowledge Base articles allow you to share your proven, authorized fixes and documentation to every user and technician in the organization. This will help to empower your end users to be self sufficient and eliminate some of your more basic work. It also provides your IT Team with the same information, eliminating configuration drift and confusion.

3.

Knowledge Management

Centrally stored and readily available Knowledge Base information is powerful when it comes to solving issues quickly and efficiently.

Features

Service Manager is a full-featured, ITIL compliant ticketing and management solution with a wealth of features. Some of which are highlighted below.

Management Packs

Management packs make it easy to build, test, and import/export configurations for efficient and accurate configurations across multiple deployments.

Data Connectors

Import data as configuration items from Active Directory (AD DS), Configuration Manager, Orchestrator, Virtual Machine Manager, and Operations Manager.

Automated Incidents

Utilizing Operations Manager and the built-in data connectors, alerts generated on Ops Manager clients can be used to automatically create incidents for problem tracking and resolution.

Workflow Management

Workflows are sequences of activities that help you to automate a business process. These can help to update incidents when changes occur or define when or under what circumstances it will run.

Enable email notifications to keep your support teams up to date. Almost any type of change can be configured to generate email alerts, ensuring your teams don't miss a beat.

Orchestrator integration allows you use runbooks to automate procedures. Automation is driven and tracked from Service Manager and ensures consistency through quick launch buttons and shortcuts.

Announcements

Avoid ticket storms during outages by configuring messages on the Self-Service Portal. Customers can find out about new outages, or check the status of previous ones, simply by checking the announcements.

My Requests

Easily check on the status of your tickets from the ``My Requests`` section of the Self Service Portal. Find out which tickets are open or closed, check on updates from technicians, and provide notes.

VividRock-SCSMConsole

New HTML Based

Self Service Portal

System Center Service Manager boasts a new HTML 5 based Self Service Portal. This portal is an ASP.NET MVC Razor Based HTML 5 Web App supported on all major Web browsers and operating systems. Utilizing web server-side caching, the performance has been greatly improved and the response time for frequently fetched data reduced.

 

The new portal supports all 23 languages currently supported in Service Manager, making it a truly global solution. And, now that you can easily brand your portal using custom CSS and JavaScript code, your users can enjoy a more familiar feel.

Find Out What We Can Do For You

Give us a call or email us today to see how VividRock can help you achieve more using System Center Service Manager.

Design.

A poorly planned and designed Service Manager infrastructure can lead to issues with your ticketing system and incident management. At VividRock, we employ talented resources with years of experience who can help you design a powerful, scalable solution.

Implementation.

Installation and configuration of Service Manager can be a daunting and confusing task for some teams. Our resources keep up with the latest changes and all the latest best practices  and techniques currently employed by the System Center community.

Training.

Investing in your employee’s knowledge and skills is key to getting the most out of your Service Manager system. Our consultants can teach them all about the product from the basics up to complex and advanced concepts of use and configuration.

Contact us to see how we can help you

Product Page

Find out more about the Service Manager suite and how it can help change the way your business operates.

TechNet Library

The TechNet Library is a massive collection of technical and overview documentation for all the System Center products including Service Manager.

Technical Blog

Follow the gurus over at Microsoft and stay up to date with what is new and changing with the Service Manager blog.

Product Support

View the Microsoft support page for the Service Manager product for lifecycle information, FAQs, and announcements.