System Center Service Manager
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| System Center Service Manager | |
|---|---|
| Name | System Center Service Manager |
| Developer | Microsoft |
| Released | 2007 |
| Latest release | 2019 (R2) |
| Operating system | Microsoft Windows Server |
| Genre | IT service management software |
| License | Commercial proprietary software |
System Center Service Manager System Center Service Manager provides IT service management and incident, problem, change and configuration management for enterprise environments, integrating with Microsoft's server and management products. It is designed to align IT operations with Microsoft platform services and workflows used by organizations such as F5 Networks, Accenture, Deloitte, and government agencies like United States Department of Defense and Public Health England. The product sits alongside other enterprise management offerings from vendors like IBM, BMC Software, and ServiceNow in the IT service management market.
Overview
Service Manager is positioned within the Microsoft System Center family alongside System Center Configuration Manager, System Center Operations Manager, System Center Orchestrator, and System Center Virtual Machine Manager. It implements processes described in frameworks such as ITIL and integrates with identity platforms like Azure Active Directory and directory services like Active Directory Domain Services. Enterprises deploy it to centralize incident, problem, change and request fulfillment workflows, often complementing ticketing systems used by consultancies such as KPMG and PwC.
Features and Components
Key features include incident and problem management, change management, service request fulfillment, release management and a configuration management database (CMDB). Core components and related technologies include the Service Manager database hosted on Microsoft SQL Server, a web console often accessed through Internet Explorer or modern browsers, and a data warehouse for reporting that interoperates with SQL Server Reporting Services. It leverages integration packs and connectors for products from Microsoft Exchange Server, Microsoft SharePoint, Microsoft System Center Operations Manager, Microsoft System Center Configuration Manager, cloud services like Microsoft Azure and virtualization platforms such as VMware ESXi and Hyper-V from Microsoft Hyper-V.
Architecture and Deployment
Architecture relies on multi-tier deployment patterns: the Service Manager management server, a data warehouse server, a SQL Server backend, and optional web access or self-service portals hosted on IIS. Typical deployments reference best practices from Microsoft Press publications and are validated by partners like Avanade and Rackspace for scalability. High availability patterns often use clustering technologies in Windows Server Failover Clustering and storage replication solutions from vendors such as EMC Corporation and NetApp. Cloud-hosted or hybrid deployments coordinate with Microsoft Azure Resource Manager templates and support infrastructure provided by cloud providers including Amazon Web Services and Google Cloud Platform.
Integration and Extensibility
Extensibility is provided through management packs, workflows authored in Windows PowerShell or Orchestrator Runbook Designer, and connectors that link to external systems including ServiceNow, JIRA (software), Salesforce, and identity systems like Okta. Developers extend forms and templates using the Service Manager Authoring Tool and integrate reporting with Power BI and Excel. The product also supports web services and RESTful endpoints through the Service Manager API and can integrate with automation platforms such as Ansible and Chef via intermediary connectors created by systems integrators like Capgemini.
Administration and Security
Administration tasks include role-based access control, management group configuration, and security hardening guided by Microsoft Security Compliance Toolkit and CIS Benchmarks. Authentication and single sign-on are provided via Active Directory Federation Services and Azure Active Directory Connect. Auditing and compliance reporting tie into governance frameworks used by ISO/IEC 27001 and regulators such as the European Commission for data protection alongside controls influenced by NIST publications. Backup and recovery strategies follow Microsoft SQL Server backup models and disaster recovery patterns adopted by enterprises like Goldman Sachs and HSBC.
History and Versioning
Originally released as part of the System Center suite, the product evolved through major milestones in 2007, 2012, 2016 and subsequent updates, with a widely adopted 2019 R2 release. Microsoft announced feature alignments and deprecations in cadence with releases of Windows Server and SQL Server; partners like Microsoft Consulting Services and independent community groups such as TechNet documented migration guidance. The lifecycle tracked Microsoft's broader cloud-first transition reflected in services like Azure DevOps and integration strategies with Microsoft 365.
Licensing and Support
Licensing follows Microsoft's commercial models, often tied to System Center licensing bundles, volume licensing agreements such as Microsoft Volume Licensing, and Software Assurance programs used by enterprises and partners like CDW and Softchoice. Support is provided through Microsoft Premier Support, partner support channels, and community resources such as Stack Overflow and GitHub repositories maintained by third-party integrators. Deployment and maintenance engagements are commonly delivered by system integrators including Accenture, Capgemini, and Infosys.