This blog has been updated from its original 2019 version: What is Microsoft System Center Service Manager (SCSM)?
Microsoft System Center Service Manager (Microsoft Service Manager) is a powerful IT Service Management (ITSM) solution. It is built on proven frameworks that provide process workflow and automation so that IT as a Service (ITaaS) can be delivered.
Service Manager is structured according to:
- Information Technology Infrastructure Library (ITIL) standards.
- Microsoft Operational Framework (MOF) framework.
ITIL Components in Microsoft Service Manager
You’ll find primary ITIL components for management of incidents, problems, service requests, change requests and release management in Microsoft Service Manager.
And though most organizations actively engage in the more immediate activity of incidents, service requests and change management, as ITIL processes mature the “later” phases of problem and release management can be addressed.
Dynamic Configuration Management Database (CMDB)
The Configuration Management Database (CMDB) used by Service Manager is dynamically populated, enabling data accuracy and consistency. Data management is performed via the source, which include out-of-box connectors like:
- Active Directory (AD).
- Microsoft System Center Configuration Manager (SCCM).
- Microsoft System Center Operations Manager (SCOM).
- Microsoft System Center Orchestrator (SCOrch).
- Microsoft Exchange
The CMDB can also be populated manually or via automation using PowerShell, API, Azure, PowerAutomate, etc.
Fields can be added or modified in the CMDB as needed, but you can also use the free Service Manager Authoring Tool to customize Service Manager—even without programming experience. It is helpful, however, to gain Service Manager knowledge and experience.
Workflow and Automation using Service Manager/SCORCH
Microsoft Service Manager’s workflow and automation functionality is very robust and competitive with other ITSM/ITAM solutions. Your organization’s processes can be automated out-of-box, whether the workflows involve a simple routing of work items in the service desk, or more complicated process automation for IT or other internal departments, like finance, sales or operations.
Reducing repetitive work is easily possible with automation integration and an assist from Cireson Solutions, creating more time for prioritized or complex tasks.
You May Already Have a Service Manager License
Service Manager is often included Microsoft Licensing Agreements, so it’s quite possible that you already own it. If not, Service Manager is well worth exploring; it is very cost-effective solution.
Though a lot of on-premise technology is transitioning to the cloud, questions often emerge about Service Manager’s viability—especially given Microsoft’s emphasis on cloud solutions. But what is often overlooked is that Microsoft continues to invest in Service Manager and its related suite of products, for example:
- System Center 2012 R2 Service Manager: end of life.
- System Center 2016 Service Manager: extended support is available until Jan. 11, 2027.
- System Center 2019 Service Manager: mainstream support is available until April 9, 2024. Extended support is available until April 9, 2029.
- System Center 2022 Service Manager: mainstream support is available until April 13, 2027. Extended support is available until April 13, 2032.
As you can see, versions are supported for a good amount of time, which provides a bit of buffer for any upgrades. Microsoft Service Manager—and your environment—will be supported.
Free Resources to Get Started with Service Manager or Expand Knowledge
If you’re looking for a cost-effective ITSM solution to support IT Service Delivery and ITIL standard adherence with a powerful CMDB and automation functionality, Microsoft Service Manager is a strong contender.
You can build proficiency and get more out of Service Manager via Cireson Learning Platform’s free training. Check it out!
Have a question or wish to share a thought? Join the Cireson Community to learn more and engage with the Cireson team, Cireson customers and Service Manager users.