The latest version of the System Center Service Manager (SCSM) provides IT enterprises with essential tools for establishing IT Service Management (ITSM). SCSM is a product from the Microsoft System Center Suite. Using it allows to achieve a standardised and automated workflow. The processes become comprehensible and a visible increase in efficiency is achieved. Service Manager supports and simplifies the implementation of the proven Information Technology Infrastructure Library (ITIL) method. For example, in the event of technical failure at customer’s location, a so-called ticket is created in the Service Manager. This is automatically processed by a workflow or manually by the service desk. During the fault, the current status is constantly updated, and the customer is informed accordingly. Once the incident has been resolved, the ticket can be closed.
The most important module in SCSM is Incident Management. Here you can assign tickets to a responsible person. The entire lifecycle of a ticket is visible for post-processing. In addition, the SCSM checks agreements, for example between customers and service providers regarding the reaction time when processing tickets (SLA).
The Asset Management Module allows the user to keep a complete inventory of all IT assets. The entire product lifecycle of an asset is verifiable.
The key to sustainable performance is the constant improvement of the own provided services. With the help of a sophisticated change management, the risks of an owed service change can be decisively minimised. This module offers the user the opportunity to plan upcoming modifications and to analyse past ones.
The self-service portal is a web-based application making it very easy to generate new support requests (according to the service catalogue). The end user as well as the IT specialist are enabled to follow the entire editing process at a glance. Leuchter IT Solutions AG has also set up a self-service portal for their customers. You may access it here.
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