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In order for organizations to have a simple yet efficient process of handling incidents and problems, they must deploy a product that is acquiescent with industry best practices such as Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). Organizations need System Center Service Manager (SCSM). The newest product in the Microsoft’s System Center family, SCSM is an integrated platform that combines ITSM functions into a single software product.


Most of the IT people nowadays are experiencing pressure with the way they support the end users with IT issues. Managing IT issues in a fast and efficient way is becoming more critical nowadays. That is why with System Center Service Manager, businesses will experience cost reduction, integration, efficiency, and business alignment.


Here are some of the best practices enabled in SCSM:


  • Incident Management - is a term relating to an organization’s activities to isolate, investigate, and correct vulnerabilities in order to bring back business services as soon as possible in times of disruption. Incident Management is defined by ITIL as an inadvertent disruption to an IT service or a decrease in the quality of an IT service.
  • Service Request - A Service Request is a user’s demand or request information, advice, for a standard change or for access to an IT service. Any service requests are typically controlled by a service desk which does not require a change request to be submitted.
  • Problem Resolution - A problem is the basis of an incident/s. The root cause of an incident may not usually be identified during the time that a problem record is created, hence “problem management” is the process of further investigating about the cause. The main purpose of problem management is to avoid recurring incidents and to lessen the impression of the incidents that could not be evaded.
  • Change Control - Change is the addition, customization or elimination of any function that could affect IT services. Change Management is the process which is in charge in monitoring the lifecycle of all occurring changes. The main purpose is to empower favorable changes to be implemented with lesser interference to IT services.
  • Release Management - A release is an assemblage of hardware; software, documentation, processes or other components mandatory to implement one or more permitted changes to IT services. The contents of each release are managed, tested and set out as a single unit.

As an alliance partner with Microsoft for 10 years, we have thoroughly designed innovative management packs for SCSM that can bring you and your business great change.