#1 most frequent
United States of America
65.3%47 installations of 72
What is Microsoft System Center Service Manager?
Microsoft System Center Service Manager is an integrated
platform that is designed for automating and adapting IT Service Management
best practices to an organization’s requirements. The platform includes built-in
processes for incident and problem resolution, change control and asset
lifecycle management.
Categories & Use Cases
Top Performing Features
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Areas for Improvement
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.5
Who Buys & Uses Microsoft System Center Service Manager
#2 most frequent
Canada
11.1%8 installations of 72
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
8.3%6 installations of 72
Microsoft System Center Service Manager Review
Pros
- Simplifies the operations of IT services
- Flexibility in configuration
- Application deployment across Windows machines
- Server and workstation provisioning
Cons
- The software requires a lot of memory to run smoothly, otherwise it will be slow.
- It takes some time to learn, and training prices are a bit high.
- The price is a bit high; System Center is not a cheap solution.
Return on Investment
- Simplified our IT support
- Provided extra security for our systems
- Improved business process agility
Other Software Used
Microsoft Azure, Veeam Backup & Replication, Microsoft SQL Server
Great all inclusive tool, but needs to be babied.
Pros
- Remote control.
- Quick info on end users.
- Deploying software.
Cons
- Kind of clunky.
- Takes a lot a lot a lot of configuration.
- There is a lot of jargon to learn to be able to use it to its full ability.
Return on Investment
- "Quick" patch management -- once the process is nailed down.
- The ability to include remote control in a central place.
- Reporting is great.
Good ITSM
Pros
- Incident management according to SLAs.
- Change management following internally approved processes.
- Reporting.
Cons
- Sometimes clients are working slowly and we are not able to find the reason.
- Hardly customizable.
- Need to spend some time to learn the administration part.
Return on Investment
- All processes became consolidated in a single system.
- Was natively integrated to existing infrastructure.
- ITIL practices were implemented.
Alternatives Considered
ServiceNow and Jira Service Desk
Other Software Used
Microsoft SQL Server, SQL Server Integration Services, Azure SQL Database, Microsoft System Center Configuration Manager, ServiceNow, System Center Operations Manager, Azure Active Directory, MeazureUp
Service Manager, Solid overall!
Pros
- This tool is used to track support requests among our IT staff.
- We use this tool to automate some more routine tasks.
Cons
- It takes a while to configure everything.
- It lacks some more advanced features of other ticketing tools.
Return on Investment
- This has saved us money we believe in the long term when it came to the automation pieces of the software package.
- There were some headaches in the beginning when it came to configuring everything that took a bit longer than we preferred.
Alternatives Considered
Cherwell Service Management and Jira Service Desk
Other Software Used
Jira Service Desk, Cherwell Service Management
MSCSM is a solid tool
Pros
- Integration with Microsoft Products
- Availability of 3rd party configurations using the tool
- Very large install base promotes administration familiarity
Cons
- Reporting in System Center could be more user-friendly. While the data is there, sometimes several reports have to be run to get what you want
- SCCM would be better making updates to SCCM easier. We see risk in updates, so it causes delays, which creates more risk
- Improving the application deployment log files , making them easier to read
Return on Investment
- The tool has saved money in a transition from another 3rd party tool
- It simplifies the ease of use for users. This is similar to other Microsoft tools
- We are able to provide reports of system performance when questions arise about availability.
Other Software Used
Microsoft Exchange, Dell EMC VxBlock System, VMware ESXi, Extreme VCS Fabrics (formerly Brocade VCS Fabrics), Infoblox IPAM