Service Manager delivers multiple benefits in the following key areas:
System Center Service Manager 2010 can improve user productivity and satisfaction while reducing your support costs with self-service experiences combined with deep integration with other System Center products.
By enabling self-service with Service Manager 2010, your end-users are able to resolve many issues on their own at any time, thereby reducing the number of service desk calls. This in turn frees you from the need to perform common, time-consuming tasks, reducing your cost of user support.
Service Manager 2010 also helps you analyze and quickly resolve issues through an integrated platform that connects organizational knowledge to core IT processes. Through its connectors, Service Manager 2010 integrates the information from System Center Configuration Manager, forming a baseline configuration management database (CMDB). The CMDB establishes relationships among the reason, priority, and impact of changes and incidents, which helps reduce the risk of change to your organization and informs decisions to quickly restore service. The increased responsiveness helps end-users work more efficiently and increases their overall satisfaction with your IT services.
Datacenter management efficiency
Through an integrated platform that facilitates centralized incident, problem, and change management, Service Manager 2010 helps restore service more quickly and reduce downtime, while improving the reliability of IT services running within your datacenter.
Leveraging information gathered from sources such as Active Directory Domain Services and System Center into its configuration management database (CMDB), Service Manager 2010 uses templates and easily defined workflows to automate the creation and coordinated management of incident, problem, and change management work items. This integration of people, process, and technology results in improved responsiveness and reduced support costs.
Service Manager 2010 optimizes your organization's resources to align to business goals and adapt to ever-changing business requirements. It is the solution for organizations wrestling with high costs of IT compliance and lack of integrated knowledge and reporting. Organizations can expect to increase compliance visibility, lower audit and reporting costs, reduce risk, and facilitate business change.
IT governance, risk and compliance (IT GRC)
Today’s IT organizations often find it challenging to comply with Governance, Risk, and Compliance (GRC) initiatives, whether they are mandated by regulatory law or required internal policies and guidelines. Meeting compliance obligations is typically manually intensive, time consuming, and expensive. Microsoft System Center provides integrated solutions and in-depth automation to help enable IT organizations deliver their IT Governance, Risk and Compliance responsibilities in an operationally efficient manner.
The IT GRC Process Management Pack (PMP)
for System Center Service Manager 2010 provides end-to-end compliance management and automation for desktop and datacenter computers. The IT GRC PMP translates complex regulations and standards into authoritative control objectives and control activities for the IT organization’s compliance program.
The IT Compliance Management Series
—which comprises multiple IT Compliance Management Library (IT CML) products—helps you configure Microsoft products to address specific IT GRC requirements.