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Microsoft System Center Optimizing Service Manager by Kathleen Wilson Thomas Ellermann Karsten Nielsen, John Clark, Mitch Tulloch

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CHAPTER 1Business reasons to choose Service Manager

Choosing an IT Service Management (ITSM) solution today is one of the more difficult challenges an IT organization faces. This chapter describes some of the business reasons for selecting Microsoft System Center 2012 Service Manager as your organization's ITSM platform.

Introduction

With well over 400 competitors in the marketplace, multiple certifying bodies, and the overabundance of industry analysis schemes, it's ironic that customers quite often still struggle to achieve outcomes they intended when they invested in an ITIL-certified, industry analyst-identified "leading" ITSM solution.

Some of the issues are these:

Many ITSM tools today either do not take the customer past basic technical ...

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