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As the person responsible for the product marketing of System Center Service Manager, our IT service desk and IT service management product, I wanted to provide an update on the timeline for the release of the product. I also wanted to share some of the reasons for the change to that timeline.

We’ve had a great response to the first beta of Service Manager that we made available earlier in the year, with thousands of downloads. This beta, along with input from our Technology Adoption Program customers (a group who we work very closely with on the development of the product), provided a lot of really good feedback on how to ensure this product will meet customer needs.

The relevant feedback here can be summarized as:

  • Improve performance 
  • Enhance integration with the rest of the System Center product family and with the wider Microsoft product offering

To meet these requirements we have decided to replace specific components of the Service Manager infrastructure. We will also take this opportunity to align the product with the rest of the System Center family by taking advantage of proven technologies in use in those products which are already successfully deployed in our customers’ environments. These will be enhanced and evolved to meet the needs of Service Manager. This will deliver an infrastructure that is not only better performing but will support more complete integration across System Center – with the associated benefits to our customers and partners.

These changes mean that Service Manager will now not be released until the first half of 2010, with a beta refresh available towards the end of 2008.

I’m confident that our strategy for Service Manager is going to provide the capabilities that our customers are asking for in terms of the IT service desk, deep integration across System Center products, and support for service management process frameworks such ITIL or MOF. I know any delay is unfortunate, but we must ensure that the product is ready on day one, rather than deliver a product that has to be changed once it is deployed in customers’ environments.

There will be much more detail on these changes and the progress we are making with Service Manager on this blog in the coming months and I look forward to sharing it as our vision becomes a reality. In the meantime, check out this short FAQ that hits the main points regarding the delay.

Regards

Paul