System Center Service Manager 2010, a new addition to the System Center suite of products, delivers an integrated platform for automating and adapting IT Service Management best practices to your organization's requirements.

Service Manager provides built-in processes based on industry best practices for incident and problem resolution, change control, and asset lifecycle management.

By orchestrating and unifying the knowledge across the System Center suite, Service Manager helps IT continuously adapt to new business requirements while reducing cost, lowering time to resolution, overall helping to align IT to the business while meeting compliance standards.

Its built-in processes are based on industry best practices such as those found in Microsoft Operations Framework (MOF) and the IT Infrastructure Library (ITIL).

Service Manager includes the core process management packs for incident and problem resolution, change control, and configuration and knowledge management. In addition, our partner Provance will deliver a process management pack for IT asset management.

Through its configuration management database (CMDB) and process integration, Service Manager automatically connects knowledge and information from System Center Operations Manager, System Center Configuration Manager, and Active Directory Domain Services.

Service Manager delivers multiple benefits in the following key areas:

• User-centric support. It can improve user productivity and satisfaction while reducing support costs with its Self-Service Portal.
• Datacenter management efficiency. With its CMDB and management packs, it helps reduce downtime and improve the reliability of IT services running within your datacenter.
• Business alignment. It helps the organization align to business goals and adapt to new requirements through asset management, compliance and risk management, and automated reporting and analysis.