After over 5-yrs in development, Microsoft is FINALLY shipping their Helpdesk product, formerly known as “Service Desk.” System Center Service Manager 2010 is now available!
In this free seminar, Rand Morimoto, President of Convergent Computing, and author of the just released book “System Center Enterprise Suite Unleashed” (where Rand covers Service Manager 2010 along with all of the other System Center products available in 2010) will talk about and demonstrate:
* what Service Manager 2010 is / what it does
* how Service Manager is a full incident and problem management tool (aka helpdesk) for tracking of problems and service tickets
* how Service Manager can automatically take in incidents from other System Center products (ie: ConfigMgr 2007 or OpsMgr 2007) and automatically register and begin triage on submissions
* where the Self Service Portal comes in for end users to submit problem reports and use the submission system to query the company knowledgebase for known fixes to known problems
* how the workflow process works in Service Manager to manage change control and maintenance windows
* where Service Manager fits in relative to Asset Lifecycle Management processing and controls
* how Service Manager handles CMDB as a model of the IT environment
* coverage of Service Manager as it supports ITIL manageability
* preview of Microsoft’s latest acquisition, the Opalis IT Process Automation Tool, and how datacenter automation improves IT efficiencies
* tips and best practices on Service Manager architecture and planning for organizational deployments
* what’s involved in deploying Service Manager in the enterprise including initial proof of concept deployments to test out the basic features of Service Manager