Join our team as we delve into your options for making the most out of Microsoft System Center Service Manager. We love SCSM and know how powerful it can be, but a little love and attention can go a long way in what you get out of it. We’re here to guide you through in this informative webinar covering:
✔ Where to find great resources to skill up on SCSM
✔ How to migrate the old version you are on to the latest SCSM 2025 version
✔ New features in the latest Cireson Apps and how to upgrade
✔ How our consulting team can assist
✔ An interesting solution for a cloud-first strategy
If you’re managing an on-prem ITSM environment and a feeling little bit unsure of your next steps, this session will give you the insights you need.
Cireson is a Microsoft Gold Certified partner focused on creating software solutions that natively integrate with Microsoft technology to maximize your existing investments. With Cireson, you can choose to centralize your business processes on-premise with their Microsoft System Center Service Manager (SCSM) products or in the cloud with their Cloud-based Microsoft 365 IT Service Management (ITSM) Solution.
The session is focused on advancements and offerings related to IT service management solutions, especially those aligned with System Center and the Cireson service manager platform. Key topics include system updates, migration options, and new features within the service manager ecosystem. The session also discusses new technologies, including cloud and AI-driven solutions.
Key Highlights from the Transcript:
- System Center 2025:
- The release of System Center 2025 was highlighted, marking significant updates to various System Center components, including Operations Manager, Orchestrator, Virtual Machine Manager, and more.
- Microsoft’s System Center product releases are closely tied to Windows Server versions, ensuring support for the latest operating systems.
- Notable changes: System Center 2016 will reach the end of extended support by January 2027, while 2022 is still within mainstream support.
- Emphasis was placed on compatibility and performance improvements, particularly for Cireson’s apps, ensuring they work smoothly with newer System Center versions.
- Service Manager Updates and Enhancements:
- Cireson has released version 1226, which focuses heavily on performance improvements to the Service Manager portal.
- New features introduced include Archiver, which addresses limitations of Microsoft’s native data warehouse. This feature allows Service Manager data to be visualized directly in the portal, including file attachments, old work items, and upcoming features for config items and history.
- The goal is to enhance both performance and accessibility, making old and groomed data more accessible and manageable within Service Manager.
- Cloud Connector and Future Enhancements:
- Cireson is working on expanding the Cloud Connector, adding more endpoints to include hardware assets and config items, with future support for activities as well.
- These updates aim to improve integrations and allow for better data management across different systems.
- Upgrade vs. Migration:
- Two main strategies for getting onto new versions of System Center or Service Manager: Upgrades and Migrations.
- Upgrade is recommended for users who are satisfied with their current setup and only need to stay up-to-date with versions and patches.
- Migration is suggested when current setups are not aligned with business needs, offering a chance to redesign configurations and processes while transitioning to a new instance.
- Two main strategies for getting onto new versions of System Center or Service Manager: Upgrades and Migrations.
- Ticket by Cireson – M365 Integration:
- Cireson’s Ticket solution, which is built for Microsoft 365 and hosted in the Microsoft Cloud, was introduced as a flexible multi-department solution, particularly beneficial for organizations already aligned with the cloud.
- Ticket integrates seamlessly with M365 tools (Teams, email, web portal, chatbot) and includes AI-driven deflection features.
- It supports multi-channel experiences, and some customers are using it across departments like HR, Finance, and Facilities in addition to IT.
- Service Manager and AI Integration:
- If customers are not ready for a full cloud-based solution like Ticket, there are integration options available to bring Ticket’s AI-driven features into Service Manager. This allows for advanced ticket deflection, chatbot features, and integration with Service Manager’s existing portal.
- AI features like natural language processing and self-service ticket creation through chat in Teams are available through integration with Ticket’s backend.
- Consulting and Support Services:
- Cireson emphasizes its commitment to consulting and support, offering health checks, customizations, migrations, and upgrades for Service Manager.
- Customers are encouraged to reach out for help with improving Service Manager performance, implementing custom solutions, or designing advanced automations.
Conclusion:
The session highlighted several key innovations in IT service management, focusing on updates to System Center, Cireson’s Service Manager, and the new Ticket product. It underscored the importance of staying updated with the latest technology while providing flexible options for upgrading, migrating, or integrating solutions based on each organization’s specific needs. The integration of AI and cloud technologies was emphasized as a way to improve service delivery and user experience.
