1. System Center 2012 Service Manager
User Group Meeting: February 27, 2014

2. Agenda

User Group Update – Chris Ross

Community Update – Lee Berg

Presentation: Pete Zerger - Advanced process automation the Service Manager

Presentation: Lee Berg - IT Silo management with Service Manager

Presentation: Travis Wright - Cireson Self-Service Portal Deep Dive

User Group Communication Update – Vanessa Veronica Mirabal

Open Question and Answer

3. Who are our Presenters today?

Pete Zerger



Iron Chef Cloud * Consultant * Unleashed Author * Speaker * 8-Time MVP *
@pzerger| pete.zerger@infrontconsulting.com
Lee Berg



Systems Engineer at Concurrency
@LeeAlanBerg | lberg@concurrency.com
Travis Wright

Partner, Director of Product Management at Cireson

@RadTravis | travis.wright@cireson.com

4. User Group Update: Chris Ross

Membership Update: Currently we have 1,389 members and still growing!

Website (SCSM.US) news features!

Stump the Sage Page

SCSM Paper Link and now available at http://news.scsm.us

Suggest a Topic: now vote driven!

5. Stump the Sage
Stump the Sage
This is your chance! You can ask any question in the world Service Manager
related, to the leading mind in Service Manager… The Mighty Sage!
Who is The Mighty Sage?
He is a mysterious, omnipotent and generous beyond our years. Some have
called him the father of Service Manager, others just call him RAD… We know him
by his mortal name, Travis Wright.
How it works…
Each month during our Service Manager User Group meeting we will select one
question submitted by our community as the Stump the Sage question. The
Sage will attempt to answer your question to the best of his ability. If he is
successful then you lose. If he is not successful, then you win! Easy as that.
What you need to do….
Submit your question, we’ve provided a nice online form for you to do so on the
user group site… Snap to it!
Submit your question here: http://bit.ly/StumpSage

6. Sage Question:

Question: What happens when the Exchange
Connector picks up an end user (customer) reply to an
email generated from Service Manager for an
Incident, after it has been “closed”?

7. Community Update – Lee Berg

System Center Universe Replays:
http://www.youtube.com/channel/UCEYoL-8MPyI-OqNcO4ViHqA

System Center: Service Manager – A phoenix in its own right
https://blogs.technet.com/b/servicemanager/archive/2014/02/18/systemcenter-service-manager-a-phoenix-in-its-own-right.aspx

Brad Anderson (VP Cloud & Enterprise) - Reddit AMA
http://www.reddit.com/r/iama

8. Advanced process automation the
Service Manager
Pete Zerger

9. IT Silo management with Service
Manager
Lee berg

10. Cireson Self-Service Portal Deep
Dive
Travis Wright

11. Service Manager Customer LyncUp
The interest level in Service Manager is through the roof since MSFT
released System Center 2012. Many customers lately asking to speak with
other customers that have deployed SCSM.
Solution: The idea - host Lync meet ups (a “LyncUp”, sort of like a TweetUp
– you heard it hear first!) with the community and let people just have an
open discussion about whatever they want.
Here’s how to join: - Third Tuesday of Each Month 9am PST – 10am PST
 Next
Meeting: Tuesday, March 18th!
 http://bit.ly/LyncUP
 #LyncUp or @chbooth

12. Comm Update – Vanessa Veronica Mirabal

New SCSM Weekly Paper!
 http://news.SCSM.us
 Subscribe

(wow, that’s easier)
to get this emailed to you directly!
Check out the User Group Website:
 NEW:
 See
Submit topics for future user group meetings
what’s on the agenda for the next meeting
 Download
the calendar invites

13. Next User Group Meeting – March 2014!

Thursday, March 27, 2014
User Group Update – Chris Ross
Service Manager Community Update – Lee Berg
Authoring Custom Service Manager Forms - John Hennen
Stump the Sage aka - Travis Wright (back again)
Communication Update – Vanessa Veronica Mirabal

14. Question and Answer…

If you have questions about Service Manager, best practices or anything
else related to this product or the presentations you saw today, now is
your time to ask!