Lowering costs and improving responsiveness: Service Manager’s capabilities can improve user productivity and satisfaction, while reducing support costs using the SSP and increasing confidence in meeting compliance requirements with the IT GRC (governance, risk, and compliance) Process management pack. An organization can create and manage its own knowledge base articles and make this information accessible to both IT analysts and end users. Users can use the Self-Service portal (SSP) to search the knowledge base for information to help find solutions to issues. Providing an accurate and relevant knowledge base: Knowledge base information resides in the CMDB and contains the product and user knowledge to enable IT analysts to quickly identify and resolve incidents. This helps to reduce downtime and improve the quality of services in the data center. Integrating process and knowledge across the System Center suite: Through its integration capabilities with Operations Manager and Configuration Manager, Service Manager provides an integrated service management platform. Service Manager provides the following capabilities to deliver integration, efficiency, and business alignment for your Information Technology (IT) services: By using its configuration management database (CMDB) and process integration, Service Manager automatically connects knowledge and information from System Center Operations Manager (OpsMgr), System Center Configuration Manager (ConfigMgr), and Active Directory (AD) Domain Services. Service Manager is a help desk and change management tool. Service Manager provides built-in processes for incident resolution, problem resolution, change control, and configuration management. System Center Service Manager 2010, a new addition to the Microsoft System Center suite, is an integrated platform for automating and adapting Information Technology service management (ITSM) best practices, such as those found in the Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF), to your organization’s requirements. The Value Proposition of Service Manager 2010
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