ITIL Process and System Center Service Manager

While deciding on a ITSM tool  there are many Qs that comes to one’s mind, below are most important one’s:

  • How many ITIL process can the tool support?
  • What is licensing model of tool?
  • How flexible is the tool in terms of configuration and customisation?
  • Can the tool support self service and keep up with business expectation in IT automation
  • How easy it is for end users to use it?
  • Last but the most important one, what is the Capex and Opex involved as IT is a cost center, budget is always a constraint

Here, i will try to answer the above questions.

Below is a table of ITIL process Vs OOTB System Center and MS tools capabilities

S. No ITIL Process Supported by System Center tool How it can be achieved
1 Service Strategy
1.1 Strategy Management for IT Services This is a combination of documentation and management review Microsoft EPM/Microsoft Office Sharepoint Server (MOSS) can be used
1.2 Service Portfolio Management SCSM
1.3 Financial Management for IT Services Other ERP tools can be used MS Dynamics
1.4 Demand Management SCOM Limited capabilities
1.5 Business Relationship Management SCSM Yes, only for customer satisfaction survey along with SCSM and SharePoint
2 Service Design
2.1 Design Co-ordination This is a manual exercise
2.2 Service Catalogue Management SCSM
2.3 Service Level Management SCSM
2.4 Availability Management SCOM
2.5 Capacity Management SCOM SCOM reporting
2.6 IT Service Continuity Management SCOM, SCDPM Through SCOM and System Center Data Protection Manager (SCDPM)
2.7 Information Security Management SCCM, SCSM SCCM to track no. compliant machines and SCSM for incident and service request
2.8 Supplier Management SCSM Service Catalogue of SCSM
3 Service Transition
3.1 Change Management SCSM
3.2 Service Validation and Testing SCORC Automated testing can be achieved by PS and orchestrator runbooks
3.3 Asset and Configuration Management SCCM, SCOM, SCSM Inventory information from SCCM, SCOM can be brought into a central repository of SCSM CMDB
3.4 Release and Deployment Management SCSM, SCORC SCSM to track releases and SCORC to auto deploy packages
3.5 Knowledge Management SCSM
3.6 Change Evaluation SCSM This is more of manual execise
3.7 Transition and Planning Support This is manual task
4 Service Operation
4.1 Event Management SCOM, SCCM
4.2 Incident Management SCSM
4.3 Request Fulfillment SCSM
4.4 Problem Management SCSM
4.5 Access Management SCSM, SCORC Limited capabilities
5 Continual Service Improvement
5.1 Continual Service Improvement Manual Task but Service Reporting can be generated from SCOM, SCSM, SCCM, etc

Coming to 2 point. SCSM licensing model is simplest of all, it comes along with System Center license which means you buy one edition of datacenter or Enterprise edition and you can use any product from the system center suite without any additional cost.

Infact this is least expensive ITSM tool in the market.

3rd point

SCSM is undoubtedly winner here, with SCSM authoring tool kit you can customise the tool to any length.

4th point

SCSM along with SCORC can be stretched to any length in terms of automation. Here also to further expand capabilities you can buy third party integration packs or build your own for more custom requirements. Of course, integration packs with MS products comes for free.

5th point

Yes, SCSM is relatively simple to use mainly as it lacks a lot of bells and whistles that today’s ITSM tools have specially when you pitch it against top tools of market. However, it will be a wrong comparison. SCSM is best suited for small enterprises.

Finally,  my recommendations is go for SCSM incase of SME where end users is not more than 5K and daily ticket limit does not hit over 2K (including incident, change, service request)

It is great tool, if you have a dedicated resource or team to work on automation of your daily tasks as SCSM is best in market in terms automating things and comes almost a zero cost.

Please share your feedback and comments below on SCSM experience.



Author: tadgata

ITSM & System Center Consultant. Have experience on BMC Remedy, CA SDM, Service Now, and Microsoft system center tools including SCSM, SCOM, SCCM, SCORC, SCVMM.

One thought on “ITIL Process and System Center Service Manager”

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s