Microsoft System Center Service Manager (SCSM 2012)

Microsoft System Center Service Manager is the integrated platform for automation and adaptation of the best methods of management of IT services used in the organization (such methods can be described in the MOF and ITIL standards). The built-in processes for permission of incidents and problems and also change managements and lifecycle of assets are provided in this product. Using a DB of configuration management and integration tools of processes in Service Manager communication between the objects of knowledge and information which are stored in System Center Operations Manager, System Center Configuration Manager and the Active Directory is automatically created. Service Manager provides integration and efficiency of IT services of a data processing center and also compliance of these services to business requirements thanks to the following advantages.

In January, 2011 after Service Pack 1 Exchange Connector allowing to expand opportunities for work with e-mail was born. Now on incoming mail, along with an institution of incidents, became possible automatically to update information on incidents or to change their status. Messages with a certain key word can be used for confirmation of the performed works. Also the module allows to send messages to users directly from the management console.