Service Manager Architecture

System Center Service Manager is a help-desk product for trouble ticketing and problem resolution that integrates with Operations Manager, Configuration Manager, and other System Center management products. It is based on several components:

• A Configuration Management Database (CMDB) maintains information about hardware and software assets
• A common data warehouse, coupled with reporting services, maintains a centralized information and reporting capability so organizations can manage their infrastructure from a central console
• A searchable knowledge base captures and shares information about problem solutions and resources
• Connectors to other System Center and third-party management tools allow sharing of information, such as Operations Manager alerts or Configuration Manager asset inventories, with Service Manager. The information can be used to tailor workflows to automate IT processes
• A workflow engine based on Windows Workflow Foundation integrates with other System