System Center Service Manager Vision and Planned Capabilities Whitepaper
The Service Desk function is the primary point of contact between end users and the IT organization or service provider. Its primary goal is often described as to restore service to and to fulfill requests from users as quickly as possible. However, best practice suggests that the Service Desk be given a broader role beyond that of a traditional Help Desk, a role that spans the processes of incident, problem, change, and asset and configuration management. Organizations face three key challenges as they adopt this broader approach:
1) Traditional Service or Help Desk products and technologies are inflexible, requiring expensive and time consuming customizations that slow down the adoption of newer capabilities
2) Some products lack integration of Service Desk functionality into a broader set of IT management products and capabilities such as operational monitoring and automated configuration management
3) Still other products lack direct support for the adoption, integration and optimization of processes that are primarily driven by best practice frameworks such as Microsoft Operations Framework (MOF) and ITIL®.
System Center Service Manager, scheduled for release in early 2010, is being designed to help organizations deal effectively with each of these three challenges. This whitepaper outlines the vision for Service Manager and its planned capabilities.
You can download the Beta from Connect: