Service Manager Resource

Sean_Terry

I work in a fairly small team and I just wondered what resource other companies put into SCSM in terms of number of staff and knowledge background (i.e. SQL, API etc).

We are looking at the resource so it would be good to compare.

John_Long

We use it to provide request offerings for Finance, HR, Marketing, Internal IT, Resource Management, Governance to 1500 internal staff.

From our internal IT perspective, myself and two of my colleagues manage the system. I'd be more involved with the infrastructure and automation, where as my two colleagues deal more with creating & updating advanced request offerings.

In summary:

3 people in total.

2 out of the 3 can handle automation in PoSH via Azure Automation.

2 out of the 3 mainly handle advance request offering creation & update.

1 out of the 3 handling solution architecture and overall infrastructure design.

Tony_Collett

You can certainly get by with a low level of SQL knowledge. You only need to be able to install MSSQL and get it prepared with default settings.

There are loads of guides on installing service manager on TechNet and YouTube. I find that the best way to learn is to just jump in and try it. As long as you follow the guides and get all the prereqs installed, SCSM installation is pretty straight forward.

API usage is optional, but can be very powerful and provide much more detailed information when required, often for use in larger environments.

SCSM can be managed by a single person as long as requirements don't exceed expectations. You can get a simple Service Catalog and Incident tracking + some automation using one person. Add a second and you can get pretty much everything out of SCSM you need, such as Knowledge Base and Change Management.

Sean_Terry

Thanks. It's more about the level of staffing and knowledge that companies have in a medium-large deployment to manage the product going forward. This is so we can draw on real life examples and then assess our current situation.

John_Long

We use it to provide request offerings for Finance, HR, Marketing, Internal IT, Resource Management, Governance to 1500 internal staff.

From our internal IT perspective, myself and two of my colleagues manage the system. I'd be more involved with the infrastructure and automation, where as my two colleagues deal more with creating & updating advanced request offerings.

In summary:

3 people in total.

2 out of the 3 can handle automation in PoSH via Azure Automation.

2 out of the 3 mainly handle advance request offering creation & update.

1 out of the 3 handling solution architecture and overall infrastructure design.

Sean_Terry

Thank you @John_Long

If anyone else is happy to share that would be really good to get an idea of the kind of resource that is put into supporting SCSM.