Service Manager Aims for Datacenter Automation

System Center Service Manager 2010, introduced in Apr. 2010, works with System Center Configuration Manager and System Center Operations Manager to help automate trouble ticketing and datacenter process automation, which can lower help desk costs and help fix problems more quickly. The addition of Opalis software, acquired in 2009, brings more automation and support for managing non-Microsoft products, which are necessary for Service Manager to succeed. However, because Service Manager is a version 1.0 product, and Microsoft faces a challenge to integrate it with Opalis, many organizations will continue using existing solutions before switching to the Microsoft product at a subsequent release.

IT Processes Need Automation

IT Process Automation (ITPA), also known as Run Book Automation (RBA), allows orchestration and integration of IT management tools through workflows. For example, an automated system could detect a problem, issue an alert to generate a trouble ticket linked to the hardware or software involved, and initiate a software-enforced human workflow to resolve the issue. Once fixed, the system could update the change control and asset databases to record what changed (including when and by whom) and automatically close the associated ticket. ITPA is needed because most system downtime is caused by human error, something automation helps avoid. Automation also encourages efficiency, compliance with regulations and company policy, and standardized provisioning.