System Center Service Manager (SCSM)

ActiveBatch® Extension - SCSM 2010

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Fig. 1: Notify Users when an incident is created in Service Manager Fig. 2: The SCSM job step palette supports: Create Update Resolve and Close Incidents Fig. 3: Messaging

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ActiveBatch supports a comprehensive set of job steps, alert actions and event triggers that supports Systems Center Service Manager 2010 (SCSM), allowing users to create and maintain an incident that is registered within Service Manager via the job steps in ActiveBatch. SCSM is an integrated platform for automating and adapting IT service management best practices by providing built-in processes for incident and problem resolution, change control and asset lifecycle management. In ActiveBatch, users can interface to the "Incident Management" operations of SCSM. Incident management is the "help desk" facility of SCSM, and enables help desks to restore normal operation as quickly as possible, with the least impact on the organization.

To aid in this goal, ActiveBatch provides a series of job steps which facilitate the creation, maintenance and resolution of SCSM incidents. Through direct use of the job steps, ActiveBatch customers gain an easier entrèe to incident management by letting ActiveBatch do the "heavy lifting" of directly interfacing with the Service Manager APIs.

A key capability of the ActiveBatch-Service Manager interface is the ability to incorporate SCSM into the ActiveBatch alert notification mechanism. Each ActiveBatch object has a series of alerts associated with it. Each alert, in turn, can have one or more delivery methods, such as an email or social media alert via Growl or Twitter. For example, if a critical ActiveBatch job fails or the connection to an Execution Agent goes down during a peak processing period, an SCSM incident can be automatically generated and assigned, thus removing complexity and shortening the time to resolution to minimize the impact on the organization.

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