Service Manager 2016 Improves Performance, Self-Service

System Center 2016 Service Manager, released in Oct. 2016, is the latest version of Microsoft’s trouble ticketing and problem tracking component of the System Center systems management suite. The new version has significant performance improvements, a new HTML5-based self-service portal for users, multiple browser support, user interaction with Skype for Business, and reporting improvements that will all be beneficial to existing customers. However, the new version is not likely to attract new customers, who should instead investigate System Center Orchestrator if they want to automate and standardize IT processes.

Service Manager Standardizes Operations

Originally released in 2010, System Center Service Manager provides trouble ticketing and problem resolution and integrates with other System Center components, including Configuration Manager, Operations Manager, and Orchestrator. Service Manager modules can handle incident, problem, and change management and include extensive reporting capabilities. All modules share a common database, workflow engine, and console and support user self-service through a Web interface. Companies can deploy customizations (for example, custom application-specific processes or patching workflows) through solution packs similar to Operations Manager management packs.