system center service manager

System Center Service Manager 2010 (SCSM) is an integrated platform for automating and adapting IT Service Level Management best practices for incident andproblem resolution, change control, and asset lifecycle management to your organization’s requirements. System Center Service Manager can help lower the risk ofconfiguration errors so your service desk can quickly and efficiently resolve incidents. System Center Service Desk helps IT continuously adapt to new business requirements while reducing cost providing integration,efficiency, and business alignment for your IT SLA management services.

Here are a couple of things that our clients typically want with SLA Management which with a little customization can be configured for System Center Service Manager:

• Define and associate a calendar determining the hours of service for each SLA.
• Have a view of incidents which are within X minutes of breaching the SLA.
• Send a notification to the assigned analyst at system center service desk to determine when the incident is X minutes away from breaching the SLA.
• Send a notification to a service level manager when the incident is X minutes away from breaching SLA. Send another one when it has breached SLA.

There are many customizations options available for Microsoft Service Manager 2010 and SLA Management. Some of the more common customizations that organization’s typically require deal with SLA Management.

Cased Dimensions have developed an SLA Management Pack which sits inside Service Manager. This pack was developed by Cased Dimensions, an Alliance Partner with Microsoft and we worked directly with the Microsoft team in Redmond on the development of this SLA Management Pack for System Center Service Manager. Feel free to contact us and let us answer your questions or visit ourresource section and register to download helpful articles and brochures.