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What are the Pros and Cons of  Microsoft's System Centre Service Manager?

Posted on 2010-11-22
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I am considering using Microsoft's System Centre Service Manager as my company's ServiceDesk. All tickets will come thorugh SCSM. What are the Pros and Cons of SCSM? Can tickets be sorted by client for billing purposes? Can simple monthly reports based on client and time be generated for billing purposes? Is there any reason not to go with SCSM?
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Question by:Choakem
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by:Choakem
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One very important point raised in the above article is that the Microsoft System Center Service Manager does not align with the Information Technology Infrastructure Library (ITIL), but rather the Microsoft Operational Framework (MOF).

The article outlines why Microsoft is not ideal for those who purchase through a reseller. My company is however a Microsoft Gold Partner and so will not encounter this problem.

We have recently implemented SCOM and are looking into implementing SCCM and so obviously SCSM seems like the obvious choice as our Service Desk because it can easily integrate with SCOM and SCCM.

Does anyone have in depth knowledge of Microsoft System Center Service Manager (SCSM). I need to know further Pros and Cons of SCSM. It was very helpful to find out that it does not align with ITIL standards. It is difficult to find a definitive list of Pros and Cons as it is such a new product.

Can tickets be sorted/classified/categorised in some way by client? If so then we should be able to report based on number of tickets per client and time spent on those tickets for billing porposes. Many of our clients are still billed on a per hour basis.

Any feedback is greatly appreciated.

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by:Choakem
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by:tbsgadi
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Glad to help!
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