Specifications

Best Practices for Virtualizing and Managing Exchange 2013
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Service Manager
 IT service management: System Center 2012 SP1 Service Manager provides an integrated
platform for automating and adapting your organization’s IT service management best practices,
such as those found in Microsoft Operations Framework (MOF) and Information Technology
Infrastructure Library (ITIL). It provides built-in processes for incident and problem resolution,
change control, and asset lifecycle management.
 ITaaS: Service Manager enables a rich self-service portal that provides role-based access to the
service catalog (Figure 51). The Self-Service Portal in System Center 2012 is a SharePoint website
that is accompanied by a set of Microsoft Silverlight applications. The SharePoint environment
provides a foundation on which the portal can be customized. It also provides a set of building
blocks for extending the features that users can access through a web browser.
Figure 51: Self-service portal in Service Manager
 Integration: Connectors simplify and streamline integration between Service Manager and other
System Center components. You can use Service Manager connectors to import data as
configuration items from Active Directory Domain Services, Configuration Manager, Orchestrator,
VMM, and Operations Manager. In addition, you can import alerts from Operations Manager and
configure them to automatically generate incidents in Service Manager. You can also import data
from comma-separated value (CSV) files into the Service Manager database.
 Business intelligence: Service Manager delivers a powerful data warehouse for rich, integrated
reporting. Service Manager reports enable you to collect and view data and trends from across
the business environment. For example, you can generate a report that shows the number of
incidents that occur in a specific time frame. You can then use that information to calculate the
cost of each incident (in hours) and to identify trends and take preventative measures to reduce
the cost and occurrence of incidences.