Notes from MMS: Service Manager 2012 overview

12:10 pm in Uncategorized by kurtvh


The Service Manager 2012 overview session at MMS has provided a nice overview of what we can expect in the upcoming System Center Service Manager version. SCSM 2012 is focusing on ITaaS through automation, standardization, Self-Service and compliance.

SCSM 2012 will provide more controlled automation through the integration in other System Center products. Two additional connectors will be available, the SCVMM and Opalis (System Center Orchestrator (SCO)) connectors. The nice thing on the Opalis connector is that you will have your Opalis runbooks available in the SCSM console for integration (aka automate) your processes. The new Self Service portal that is based on Silverlight web parts hosted in SharePoint Foundation 2010 is another enhancement. You will have to possibility to customize the web parts using the SharePoint admin tools. The Self-Service portal is role based, you will see the items where you have rights on. Customizable link for Service Request that are applicable for your environment are available in the portal and you scope them to the appropriate user group.

Release Management will be available in SCSM 2012. Running through the different environments (test, dev…production – configuration of your Release Management in SCSM) will be possible. The release of for example a new software in your environment can travel through a workflow in SCSM 2012 from test to all other environments. All with the different activities (review, manual, Opalis runbook activities or automated activities) as required for your release. This will be a great feature in SCSM, a standardized way to introduce Changes or new configuration in the IT environment. You will have the possibility to combine different Changes in one Release.

Another major investment is made on System Center Data Warehouse. The System Center Data Warehouse will be able to pull data from SM, OM & CM for a consolidated overview of your IT environment. Also, direct publish to the Data Warehouse from custom sources, for example SAP will be possible. Self service report & dashboard authoring will be available with OLAP cubes. Which brings the SCSM data in Excel (PowerPivot table) from where you can “slice and dice” with the live data from the Data Warehouse.

Beside the major enhancements, some incremental improvements:

  • Incident SLA
  • Parent/Child Work Items
  • AD Connector Improvements
  • PowerShell
  • Subscription Infrastructure
  • Parallel Activities
  • Performance Improvements
  • Bug Fixes

This will address much of the comments on the 2010 version and will enable a lot of opportunities in this area!!

Kurt Van Hoecke