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|
|1.1||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|
|2.1||Design Co-ordination||–||This is a manual exercise|
|2.2||Service Catalogue Management||SCSM|
|2.3||Service Level Management||SCSM|
|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|
|3.2||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|
|3.6||Change Evaluation||SCSM||This is more of manual execise|
|3.7||Transition and Planning Support||–||This is manual task|
|4.1||Event Management||SCOM, SCCM|
|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.
SCSM is undoubtedly winner here, with SCSM authoring tool kit you can customise the tool to any length.
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.
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.