Microsoft’s System Center Service Manager aims to improve and simplify the operations of the IT service desk and can be used to streamline and normalize support processes across the IT organization as a whole as well. Besides simply providing end users with a support submission tool and self-service tools, Service Manager hooks into the other System Center products–including Operations Manager and Configuration Manager—in an effort to improve IT operations. For example, when an alert is raised in Operations Manager for, say, a disk space issue, Service Manager can automatically create an incident that is assigned to someone to handle. There is no need for a staffer to go through a manual ticket creation process since it’s all automated.
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