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Frequently Asked Questions About System Center Service ManagerWhat is Service Manager?
System Center Service Manager is the IT service desk product that is currently under development by Microsoft. This product will provide enhanced support for IT service management, with functionality such as a self service portal, and incident, problem, asset and change management for end-to-end automation of IT processes. Additionally Service Manager will provide a platform to support integration across the System Center product family, unifying workflows and IT management processes. It will also provide a Configuration Management Database (CMDB) and support for key IT service management processes such as those defined in ITIL (IT Infrastructure Library) and MOF (Microsoft Operations Framework).

What has been announced for Service Manager?
On Monday 11th February Microsoft announced that the Service Manager’s planned release has been delayed until the first half of 2010. A refresh of the Service Manager beta will be released towards the end of 2008

Why is Service Manager delayed?
Through our close interaction with customers in the Service Manager Technology Adoption Program (TAP) and our beta customers we have received a lot of good feedback that requires additional development time for us respond to. This feedback can be summarized as a need to:

  • Improve the performance of the product
  • Provide improved integration across System Center

We have also been evaluating the technologies in the beta based on our experience with the existing System Center products. The changes that we are making to the product based on this feedback and evaluation will mean the product will be delayed.

What are the changes in the product that caused this delay?
In order to meet our customers’ requirements for performance and scale, Microsoft has decided to make changes to the Service Manager technology infrastructure. These changes will build upon and leverage elements of existing System Center products and more closely align the infrastructures across the System Center product family.

How do these changes impact the planned capabilities of Service Manager?
Overall this does not change the planned capabilities of Service Manager. These changes will ensure that the product, in its first release, is based on proven technology that can deliver the performance and integration across the System Center product family that customers require. Details of specific capabilities of the product will be made available closer to release.