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This is Microsoft’s entry into the Service Desk market, and aims to provide services to the broader Service Desk market by providing services addressing Incident, problem, change, asset and configuration management. Microsoft aims to provide technology flexible enough to meet the demands of the most demanding Service Desk and deliver where other service desk applications fail.
SCSM looks to integrate across other system management tools (System Centre tools?) and makes use of the System Centre Configuration Manager database, SCSM is designed to deliver process optimisation and best practice approaches. Being that I read a Gartner report recently stating that most dynamic service delivery companies are doing away with “best practice” and breaking the traditional moulds I can only sit here an wonder when is that right time to stop reading all these whitepapers on the Internet.
Microsoft’s release is CTP2 or community technology preview 2 and they have provide a live internet enabled VM for you to play with http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
System Centre (or Center for our foreign friends) Service Manager is scheduled for release in 2010 and will probably be a good edition to the System Centre suite of applications and servers but probably only for the enterprise.
Interesting insightful blog post here on SCSM
http://timvanderkooi.wordpress.com/2008/12/05/service-managergreat-product-but-has-microsoft-missed-the-mid-sized-boat-again/
Microsoft’s official site here
http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
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