About

Welcome to scsm.se!

My name is Anders Asp and I started this blog together with a friend and collegue of mine named Stefan Allansson. Together we’ll be blogging about Service Manager.

I’ve been working with Service Manager since early 2009 when it still was in beta stage and today I work as a consultant on the product in a Swedish company called Lumagate (www.lumagate.com). My goal with this blog is to provide useful information to the community so we can enhance and understand the product better.

Stefan is also a Service Manager consultant at Lumagate, and has been working with the product since early 2010.

If you have any suggestions or ideas on what we should blog about, please write a comment below.

Note: All posts on this blog is our personal opinion, and is provided “as is”. We do not give any warranties or take responsiblity for any errors that might occur.

14 Responses to About

  1. Brian Butler says:

    Anders,

    Wonderful to see folks blogging about Service Manager. I was wondering if you’ve had a chance to check out PowerWF for Service Manager? It’s a tool that makes all your PowerShell cmdlets into Workflow Activities, from there we have a very rich development environment. And of course, the final step is to automatically create and deploy the MP to the SCSM server. Or optionally, turn your workflow into a SCSM Workflow activity to be used within Microsoft Authoring Tool.

    I would love to give you a demo, and maybe have your review the product for your readers.

    Brian

  2. Fabian says:

    Hi all,

    I’m looking for a complete feature set list regarding SCSM 2010 SP1…
    I’m a little bit confused that I only found some overall buzzwords in the web…
    Is there a complete list available?

    Best Regards

    Fabian

  3. Zullo says:

    Hi,

    Great blog. I found some answers. Can you help me with an solution on processing e-mails from our helpdesk e-mailadress to SCSM. What do you think is the best solution?

  4. Anders Asp says:

    Hi Zullo,

    Ty, glad you like the blog 🙂

    If you have Exchange you should take a look at the Exchange connector, otherwise you have the built-in function to process e-mails.

  5. JK says:

    ser ju very nice ut ju =)

  6. Guido Ploum says:

    Dear SCSM people,

    How to add a company dimension/view in the standard reports?

    I would like to use the SCSM standard incident management reports by company.

    Unfortanetly the standard reports does not contain the possibility to create a view per company. The company field is part of the affected user table.

    I’m wondering if there is an example how to customize the reports to include the company field? Any suggestions?

    In my opinion a solution can be setting up a master data table with company information and connect this table to the user table.
    At the end this must be integrated and customized in the datawarehouse too.

    Looking forward to discuss this further!
    Thanks in advance.

    Guido

  7. Lasse Laursen says:

    Dear Anders,

    Do you have a ref. list for scandinavian companies in large scale which are enterprise wise with a global setup with multiple locations?

    Thanks in regards

    Lasse

    P.S. Enjoying to read posts on the site 🙂

  8. Anders Asp says:

    Hi Lasse,

    Glad you appriciate the blog posts 🙂

    Unfortunately I do not have such a list. Maybe I can share some experiences with you trough email though. Send me a mail – anders[at]scsm[dot]se

  9. Hello Anders, i went to a SCSM course with you in september in Stockholm. we are now implementing SCSM 2012 SP1 at our company and i have run into a bit of trouble.

    We want to customize the incident field so it shows the email-addres that is stored in active directory. But i can’t seem to find a class that contains the email-address. I can see almost every other object but not the email. Do you have a solution to get that field to the incident form.

    • Anders Asp says:

      Hi Thomas,

      Unfortuneatly there is no easy way to do so. The e-mail address is an object under the users, and theortically the user might have several e-mail addresses. The relationships look like this: Incident –> User –> Notification Addresses.

      So if you want to achieve this in an easy way, you would need to copy the primary e-mailaddress to the user object (powershell, custom workflow or SCO), then you could display that property on the Incident form.

  10. ian hill says:

    Dear Anders,

    We are in the process of implementing Service Manager as our new IT Service Desk product (replacing HP Service Desk).

    My question relates to the suitability of the product for non-IT Service Desks. I note that it is tightly bound to the Configuration Management database.

    Now, if for example, we were to try and use it to record non-IT matters (e.g. lift failures, electrical failures, broken furniture, etc…). Would we be trying to use a “hammer to tighten a screw”?

    Are there organisations using SM for non-IT service calls and incidents? How would we find out how well they succeeded?

  11. Ivan Szabo says:

    Hi Anders,
    I would like to attract your, and your blog partners attention to a new generation 3rdParty portal for SCSM 2012, if it is possible.
    When we have created the Advanced Portal for SCSM 2012, our greatest motivation was to achieve the users highest possible satisfaction in relation to their incident and request management.
    The purpose is a clean and fast appearance with mobile device support, too.
    The Advanced Portal for SCSM 2012 contains several new and useful features.
    For showcase please click here:
    http://www.youtube.com/watch?v=gfxpERzqM-w
    Best regards: Ivan Szabo, service management professional

  12. Richard Clark says:

    Hello,
    I have been working with SCSM for a year now. One of the biggest issues has been:

    Reporting information – For me this is very important regarding Change Management. However, the three canned reports (Change Management KPI Trend, Change Request Details, List of Change Requests) do not do the job. Currently I am having to run the List of Change Requests report and then go into each CR’s to check the Activities tab for the status of approvals (i.e. Line Manager). I then have to modify the report with the added information. Is there a better way to track down approvals, and other statistics for CR’s in SCSM? Any tips tricks or suggestions would be greatly appreciated. I’m betting that there are better ways, but have not been able to find them. Thank you in advance for your time.

    Sincerely,
    Richard

    Richard Clark

  13. upendar says:

    Hi,
    we are looking for SCSM 2012 implementation partner in gulf UAE.
    please let us know if you have any one.

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