Microsoft System Center Service Manager - license & software assurance - 1

Mfg.Part: Q9F-00053-2 | CDW Part: 2152614 | UNSPSC: 43233415
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  • License & software assurance
  • 1 server
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  • with Microsoft SQL Server Technology
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  • License & software assurance
  • 1 server
  • Select
  • Select Plus
  • Win
  • Single Language
  • with Microsoft SQL Server Technology
System Center Service Manager delivers an integrated platform for automating and adapting IT Service Management best practices to your organization's requirements.

Service Manager can help your organization to increase productivity, reduce costs, improve resolution times, and meet compliance standards. Its built-in processes are based on industry best practices such as those found in Microsoft Operations Framework (MOF) and the IT Infrastructure Library (ITIL).

Through its configuration management database (CMDB) and process integration, Service Manager automatically connects knowledge and information from System Center Operations Manager, System Center Configuration Manager, and Active Directory Domain Services.

Microsoft System Center Service Manager - license & software assurance is rated 3.0 out of 5 by 1.
Rated 3 out of 5 by from The out-of-the-box SCSM Self-Service portal is almost useless, but there are several automated processes through the tool we perform. Valuable Features:The Separate Activity management module is really helpful in view of the complexity of the tasks (incidents and change requests) we perform daily.Improvements to My Organization:There are several automated processes through the tool we perform (IM, SRF, CM, activity management). And the routine of emails, calls and verbal approaches are directed to the tool specially customized to our needs.Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure.Room for Improvement:Out-of-the-box SCSM Self-Service portal is almost useless. You can research third party products that will allow you to use more features of SCSM via a web self service portal as well.Also, the lack of a mobile version is disappointing.Use of Solution:I've used it for approximately one year.Stability Issues:Sometimes the SCSM console on a FAT client hangs.Scalability Issues:The number of console connections should be not 50 per management server (as per Microsoft advice) but less than 40 due to performance issues.Technical Support:6/10 - the overall Microsoft technical support is surely higher, but taking into consideration that any incident that affects business continuity will take a week or to be solved because of a lack of SCSM experts severely takes something away.Previous Solutions:I didn’t choose SCSM, but was forced to work with it.Previously, I used two in-house developed tools, ManageEngine and CA Service Desk Manager.Initial Setup:We followed Microsoft's advice, and it was straightforward.Implementation Team:It was implemented in-house and the only valuable advise is to plan, again plan then do, check and then act. You need to know how many users, what roles, what services, SLAs, tiers, members, and distribution lists because SCSM works with AD DL`s for allocating roles.Other Advice:Look around as there are a lot of better solutions!Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2015-11-29
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