Getting Started with System Center Service Manager 2010

摘要

System Center Service Manager 2010 is a mystery to most people. Is it a ticketing system? Is it a change management system? Is it a workflow engine? It's all of these and more. In most organizations, IT operations are trying to reduce costs, improve the end-user experience, deliver services faster, and achieve better reporting and data sharing to meet internal and regulatory compliance requirements. To help meet these goals, Service Manager drives the implementation of four key concepts: standardization, compliance, automation, and self-service. These concepts complement each other. If you want to have compliant systems, you need to standardize the environment and the easiest way to standardize is through automating processes. Automation is the key to enabling self-service for end users and facilitates users triggering a certain workflow, which is completed without further human intervention unless desired.