ServiceTeam ITSM: What’s Next After System Center Service Manager? 9 Reasons to Choose ServiceTeam ITSM

By Roger Labelle

As the sun slowly sets on Microsoft’s System Center Service Manager (SCSM), it’s crucial that organizations take this opportunity to not only find an ITSM solution but select the right solution that will carry them into the future. ServiceTeam ITSM is not just another ITSM product; it’s a modern, AI-infused powerhouse that leverages the Microsoft Power Platform to help you deliver IT service excellence. ServiceTeam ITSM is the logical next step to SSCM because it not only matches the capabilities of SCSM—without all the complexity—but goes above and beyond to offer features and functionality that cater to the evolving needs of today’s IT service delivery organizations.

This blog post will outline 9 Reasons why ServiceTeam ITSM is the best alternative to SCSM.

Modern, Cloud-Based ITSM Solution Backed by Microsoft Technology

As a Cloud-based SaaS ITSM solution, ServiceTeam ITSM has a browser-based, mobile-friendly UI that enables universal access no matter where people are working. By eliminating the need for physical infrastructure, ServiceTeam ITSM significantly reduces costs for an initial setup and ongoing maintenance expenses. ServiceTeam ITSM also sits within one of the most secure and scalable cloud platforms on the market—Azure. As a Power App, ServiceTeam ITSM was born in the Microsoft Power Platform, and directly takes advantage of in-depth integrations to Microsoft technology such as Azure, Teams, Microsoft 365 (and System Center) as well as leveraging Microsoft AI capabilities, such as Copilot Studio. The dawn of AI in the service world is an exciting and pivotal time, and as Microsoft AI evolves so too will ServiceTeam’s capabilities.

ServiceTeam ITSM lets you maximize investments in Microsoft tech and leverage familiar tools, while also harnessing the power of the Cloud and modernizing your employee skillsets for streamlined and effective IT service delivery.

Utilizes Gateways to SCOM, SCCM and Beyond

ServiceTeam seamlessly connects with your data ecosystem, providing you with painless in-depth integrations to the technologies you depend on. Discovery gateways to SCOM, SCCM, Microsoft Entra, Intune, Microsoft Defender, SolarWinds HCO, N-able N-Central and more—keeping data synchronized. Event gateways provide real-time, automated and bi-directional integration with SCOM, Azure Monitor and SolarWinds HCO. DevOps gateways facilitate work items and communications between service desk teams and development groups, using Azure DevOps or Jira. And last but not least, Automation gateways let customers leverage existing automation tools such as PowerShell and Azure Runbooks to replace manual processes.

Unlock Deeper Insights with Comprehensive and Easily Configurable Reporting and Dashboards

ServiceTeam ITSM provides tailor-made role-based dashboards, views and out-of-the-box Power BI management reports to answer key service management questions, helping you to gain insight into what’s happening in your IT service environment. ServiceTeam ITSM is also easy to configure and modify, so agents and managers can easily create their own dashboards, views and reports. And the best part? There’s absolutely no need for SQL reporting skills or a data warehouse.

Centralize Data to Enhance Efficiency, Accuracy and Cut Costs

ServiceTeam ITSM harnesses the power of the centralized Microsoft Dataverse for data management. Our customers get to experience the benefits of having all their data in on place, without duplication, in real-time—no more juggling of data from different sources. Centralization makes it easier to utilize and extract value from the data. It ensures the data is consistently up to date, eliminating the need for interdepartmental notifications regarding changes or updates for shared information. Without using a separate database, you can cut down on hardware costs as well as tap into the benefits of the cloud, such as accessibility, connectivity and recovery. Plus, you can reduce the risk associated with cumulative technical debt.

Leverage ITIL® Best Practices

Why reinvent the wheel when you can rely on the wisdom of the pros? ITIL is like a treasure trove of tried-and tested practices that focus on aligning IT services with the needs of the business. These best practices help organizations manage IT services’ lifecycle, helping them manage risks, win-over customers, reduce costs and create a top-tier IT environment that allows for growth, scale and change. ServiceTeam ITSM is ITIL-aligned in the following areas:

Incident Management
Problem Management
Change Management
Request Fulfillment
Knowledge Management
Service Continuity
Service Portfolio
Service Catalog
Service Level Management
Event Management

Run on a Flexible and Scalable Foundation

In a world where technology and expectations are constantly evolving, staying competitive means being ready to adapt at a moment’s notice. When you implement a ITSM solution that is both flexible and scalable at its core, you don’t need to overhaul the complete system every time the market takes a turn or when technological advancements come knocking. With ServiceTeam ITSM, you’re set to effortlessly manage more workloads, more users, and more services without missing a beat. And the best part? You can tweak and tune to your heart’s content with ServiceTeam ITSM Codeless Configuration—no coding wizardry or costly experts needed. ServiceTeam ITSM is scalable and flexible enough to handle whatever the future might bring.

Effortless Automations for Streamlined Workflows

The benefits of applying automation to IT services are well-known. Automations slash errors, smooth out kinks in teamwork, boost accuracy and produce quality that’s consistent around the clock no matter how late at night it is. They can be set up to create touchless interactions or to remind people when touch is needed, ensuring those necessary human interactions end in success. But not all automation tools are built the same. ServiceTeam ITSM empowers you to deploy low-code/no-code functionality to automations with Microsoft Power Automate and the ServiceTeam ITSM Automation Streams capability, for their automation needs. With ServiceTeam ITSM you can set up automations with ease and watch efficiency skyrocket.

Empower Your Team with the ServiceTeam ITAM Add-On

ITSM and ITAM work best when they work seamlessly together. The ServiceTeam ITAM Add-on is ITIL-aligned and natively built to work seamlessly with ServiceTeam ITSM; in fact, you’ll unlock a host of benefits that far surpass using each solution independently. Leveraging ITAM data for ITSM processes can significantly speed up incident resolution or processing requests. By fostering a thriving ITAM practice, supported by ServiceTeam ITAM, you’re effectively bolstering your ITSM practices. Embracing the synergy between ServiceTeam ITSM and ServiceTeam ITAM is a powerful way to elevate your overall service desk performance and pave the way for exceptional service delivery.

The Provance Methodology for Simple Migration

There’s nothing more exciting than implementing a new process, but there’s nothing worse than having that progress delayed because of a complicated migration. The Provance methodology and our experience helping many customers shift from SCSM lets you retain the value from your existing and historical data from SCSM, while leaving the rest behind. Provance gives you the freedom to migrate only the essential information you require, thereby reducing the time and effort needed to make the switch from SCSM to ServiceTeam ITSM.

Conclusion

ServiceTeam ITSM is an excellent option as your next step beyond SCSM. ServiceTeam is completely aligned to Microsoft’s Power Platform and AI vision—perfect for IT environments looking to extend existing investments, modernizing skills sets and move quickly towards Microsoft;s new and emerging technology for their organizational success. We know Service Manager well; before we built ServiceTeam ITSM, we were pioneers in the market with the first SCSM Management Pack. You can capitalize on our SCSM expertise to ensure a smooth transition to ServiceTeam ITSM.

For further information, check out some of these other resources:

The Human Touch in AI Adoption – Why Bots Can’t Fully Replace IT Service Desk Agents

Not Just a Simple Power App: How ServiceTeam Leverages the Microsoft Power Platform for Comprehensive ITSM and ITAM

City of London Transforms IT Services with ServiceTeam ITSM and the Microsoft Power Platform