INTEGRATING MICROSOFT SYSTEM

CENTER SERVICE MANAGER WITH TEAM FOUNDATION SERVER

Service Manager Benefits

I T S M P E R F O R M A N C E • G R O W T H • F L E X I B I L I T Y • P O T E N T I A L

READ - 10MIN WHO – IT TECHNICAL & LEADERSHIP

2

FAST INCIDENT RESOLUTION

EXCEPTIONAL USER EXPERIENCE

AUTOMATED TICKET CREATION AND UPDATING

The Challenge – Task Duplication, Errors & Additional Manual EffortMany businesses use Microsoft Team Foundation Server for source code management within their Development Teams. This leading application allows teams to also manage and track bug fix work.A common issue is the disconnect between the Service Desk and the Application Development teams.Users will identify and report application bugs to the Service Desk, however when this detail is passed onto the AppDev Team they will need to manually re-enter these details into Team Foundation Server. This will of course result in additional manual effort, data entry errors and a range of other inefficiencies. This also disconnects the Service Desk agent from any progress on the issue in the AppDev team, meaning the affected client is often left in the dark on resolution progress.

The Solution – Team Foundation Server & Service Manager Integration between Team Foundation Server and Service Manager will allow automated ticket creation and updates across systems. Integration between these systems is executed by using System Center Orchestrator. Automation runbooks can be developed to address specific system configurations or achieve specific client requirements, or preconfigured runbooks are available which will often satisfy most situations.

To customers and agents, the user experience is clean and efficient and will look like this:• A user experiences an issue in using a customised corporate

application. They will then go to the IT support self-service portal (via the corporate intranet) and submit a ticket regarding the issue. The user receives an automated response email confirming ticket details, with a reference number and other pertinent details.

• Service Manager (SM) receives the ticket and has been configured to automatically route application tickets to the AppDev team. A Service Desk agent is also advised.

• SM creates a ticket in Team Foundation Server (TFS) transferring all the relevant information.

• Once the TFS ticket is created, an AppDev agent is assigned and remediation work begins.

• Automation between SM and TFS keeps both these tickets synchronised. As the TFS ticket is updated with important information, the SM ticket is updated. SM will automatically update the affected user without the Service Desk agent needing to remember to do this.

• Once the issue is resolved and the TFS ticket is closed, SM will also close its ticket and advise the user.

SYSTEM CENTER SERVICE MANAGER + TEAM FOUNDATION SERVER = A RANGE OF BENEFITS

3

FAST INCIDENT RESOLUTION

EXCEPTIONAL USER EXPERIENCE

AUTOMATED TICKET CREATION AND UPDATING

FAST INCIDENT RESOLUTION

EXCEPTIONAL USER EXPERIENCE

AUTOMATED TICKET CREATION AND UPDATING

4. Determine the cost to deliver the solution• Once you have an early view of your business case,

contact Systemology for a no-fee discussion. We will helpreview your ideas and your information, and provide youwith comment and feedback on how you can make it evenbetter. We can also give you an estimate for the time, effort and cost of executing implementation.

The Products

About Systemology Systemology is a Microsoft Partner specialising exclusively on System Center. The suite can be complex, and so some expert assistance can deliver significant value.

Our expertise and results have seen us work with leading organisations in industries ranging from professional services, utilities, mining & resources, FMCG, motor vehicle, education, financial services as well as Federal & State Government agencies.

The Success – Integration Delivers Immense Benefits

The integration of Team Foundation Server with Service Manager will deliver immense benefits to the Development Team in terms of resource efficiency. It will also increase your business ROI on your Service Manager investment by increasing its use and functionality.

After the integration your business will have a highly efficient customer support process resulting in faster response and better customer service

Service Manager provides staff with an easy self-service portal to log application issues. It will keep the user updated with resolution progress and final outcomes.

The integration allows Service Manager to automatically create new tickets in Team Foundation Server which the Development Team can work on efficiently. Updates and closures in Team Foundation Server are communicated automatically to Service Manager.

Efficient automated processes increase service quality and speed to resolve application issues which results with lower development costs and higher service quality to the organisation.

Ensure the Development of a Strong Business Proposal by Considering the Following Items:1. Determine the cost of not efficiently addressing Bugs

• Examine the age of existing reported bugs and featurerequests. How long does the business wait for bugs to be addressed?

• Convert the issue of delays into lost productivity cost, irrespective of whether it is for one person or all staff.

• Is there a process to escalate orphan tickets? How does ITensure effective progress in addressing all items?

• Identify the cost of inefficient process to the businessoverall – what projects are delayed and how does thisimpact the various parts of the business as well asachievement of business goals.

2. Uncover the opportunity for efficiently processing FeatureRequests. • Feature Requests often relate to opportunities for

increased productivity or new sales opportunities. Howlong have these been sitting in Team Foundation Serverwaiting to be addressed?

• Specifically identify delays in feature requestsdevelopment to company sales efforts, customersatisfaction and competitive advantage.

3. Run a pilot• A small pilot will help establish the ease of addressing the

identified issues and costs.• Create a simple integration point between System Center

Service Manager and Team Foundation Server to provethe ease of integration and the value to be derived.

SYSTEMOLOGY IS A MICROSOFT PARTNER SPECIALISING EXCLUSIVELY ON SYSTEM CENTER. THE SUITE CAN BE COMPLEX,

AND SO SOME EXPERT ASSISTANCE CAN DELIVER SIGNIFICANT VALUE.

To organise an obligation free discussion with a Systemology Director on your planning requirements simply click here >