Productivity Pack for SCSM

Productivity Pack for SCSM

The Productivity Pack for SCSM contains a variety of valuable extensions for your System Center Service Manager environment. Since we have been working in the ITSM field for many years, we know about the pains and requirements customers have. Therefore our extensions were built to close important gaps in System Center Service Manager and add new valuable functionality to it. The main goal we try to achieve is to make our customers’ analysts and administrators more productive with a tailored System Center Service Manager experience. Productivity Pack extensions can be licensed as a bundle or individually – depending on your exact needs.

 

Supported Platforms

  • SCSM 2012 R2 (UR9)
  • SCSM 2016

Components included in the Productivity Pack

Managing your views and folders in SCSM can be quite cumbersome with the out-of-the-box view/folder editor. The lack of the capability to define advanced criteria, have custom column names, define icons for views and folders, are only some examples of the limitations. itnetX Advanced View Editor for SCSM is an add-on for the Microsoft System Center 2012 Service Manager Console aimed at administrators. Advanced View Editor is designed to improve the existing built-in view editor to make managing folders and views in SCSM much easier. Use its power to create complex list views, tree views, and calendar views in seconds without using a XML editor ever again.

Main Features

  • Simplifies creation of complex views
  • Calendar views
  • Tree views
  • My Work Item view
  • Advanced in-console XML editing

itnetX Advanced View Editor for SCSM is available in two different editions, a free edition with reduced functionality and an Enterprise edition with the full feature set. The Pro edition is not sold anymore and acts as a reference for existing customers only. The following table compares the editions.

Feature

Free
Edition

(Pro
Edition)

Enterprise Edition

Create view (grid view)

X

X

X

Create view (web view)

X

X

X

Create folder

X

X

X

Unlimited levels of nested folders

X

X

X

Define icon for view/folder

X

X

X

Set refresh bar interval

X

X

X

GUI/XML criteria builder

X

X

X

Code snippet context menu for XML criteria builder

X

X

Column selector

X

X

X

Custom columns (SLA, class icon, class name)

X

X

Set custom headings for columns

X

X

X

Set formatting for columns

X

X

X

Set exact width or auto-width for columns

X

X

X

Sort column as digit

X

X

X

Define multi-value columns

X

X

Charge order of columns

X

X

X

Set per-user view settings

X

X

Set view categories

X

X

Copy views

X

X

Localization for views and folders

X

X

Load data from multiple type projections

X

X

“My Work Items” view

X

X

Auto-refresh view

X

X

Calendar views

X

Tree views

X

Advertisement in user interface

X

Billable Time for SCSM allows analysts to record the time they spend working with tickets directly to the appropriate work items. This enables organizations to gain more insights on the time spent on the different IT service management processes.

Main Features

  • Support for Service Requests, Change Requests, Release Records, Problem Requests and Manual Activities
  • Multiple time entries per work item and analyst
  • Add comments to time entries
  • Mark time entries unbillable
  • Clock in header of forms (removable/stoppable)
  • Reports for Data Warehouse
itnetX Billable Time for SCSM is available in two different editions, a free edition with reduced functionality and a Pro edition with the full feature set. The following table compares both versions.

Feature

Free
Edition

Pro
Edition

Support for Service Requests

X

X

Support for Change Requests

X

X

Support for Release Records

X

X

Support for Problem Records

X

X

Support for Manual Activities

X

Multiple time entries per work item and analyst

X

Add comments to time entries

X

Mark time entries unbillable

X

Transfer time entries from Manual Activities to root work item

X

Timer in header of forms

X

Remove/disable timer for any work item types

X

Prevent timer from starting automatically for any work item

X

Out-of-box reports for the Data Warehouse

X

X

Advertisements in user interface

X

Checklist Activity for SCSM can be used to add multiple working steps as a simple checklist into a single activity. Once all steps are marked as completed, the activity will be completed and the process will be driven forward. You can use Checklist Activities just like you use manual activities and add them to your Service Request, Change Request, and Release Record templates.”

Main Features

  • New activity type to simplify processes
  • Create a checklist inside a single activity
  • Assign Checklist Activity to an activity implementer
  • When a task is completed, the person completing the task, the complete date and comment will be logged
  • The Checklist Activity completed when all tasks items are marked as complete
CMDB Visualizer for SCSM lets you visualize any object that lives in the CMDB including its relations to other objects. This enhances the visibility and transparency within the CMDB dramatically and helps you identify critical dependencies.

Main Features

  • Visualize any CMDB object and its relationships
  • Enhance transparency of relationships, e.g. computer-to-business service
  • Expand/collapse relationships
  • Editor embedded in SCSM console
  • Create any number of custom CMDB visualizer views for your classes and define which relationships shall be displayed
Deferral Activity for SCSM allows you to suspend your business processes for a certain number of hours or until a specific date in the future. A Deferral Activity behaves just like a manual activity or a review activity, with the difference that after the configurable period has elapsed, the deferral manual activity will be automatically completed or marked as failed, and the deferral review activity will be automatically approved or rejected. Deferral Activities can be used just like any other activities inside your Service Request, Change Request, and Release Record templates.

Main Features

  • New activity types to pause business processes
  • Automatically mark manual activities as completed/failed after a certain period
  • Automatically approve/reject review activities after a certain period
  • Period can be configured as number of hours to wait, or exact date in the future
Desktop Alerts for SCSM can be used to notify analysts whenever a ticket is assigned to them or when a service level objective status changes to warning or breached. The notification is shown as a balloon tip from the taskbar and helps reducing notification emails.

Main Features

  • Reduce the number of emails
  • Balloon alert when incident assigned to group or user
  • Subscribe to support groups to receive alerts
  • SLA warning and breach alerts
  • Configurable by analyst
  • Open framework to support 3rd party systems in the future

Power Print for SCSM lets you configure printouts and PDF exports for configuration items in a very easy way. The extension allows you to bring object values to the printout and helps you to create handover documents by using Service Manager notification templates.

Main Features

  • Easy-to-configure printouts for CMDB objects
  • Create handover documents
  • Simple configuration with notification templates
  • Use placeholders to add object property values
  • Export to printer, PDF or HTML

PowerShell Activity for SCSM allow you to automate tasks in a very easy way. By introducing an activity which runs custom PowerShell scripts, you can flexibly use your automation as a steps inside your business workflows. All automation scripts are stored in the CMDB and are triggered from PowerShell Activity within your processes. You can use PowerShell Activity just like you use runbook activities and add them to your Service Request, Change Request, and Release Record templates.

Main Features

  • Automate SCSM business processes or internal processes
  • New activity type to execute Powershell scripts
  • Scripts are stored in Service Manager CMDB

PowerShell Tasks for SCSM allow you to easily create tasks in the SCSM console that trigger PowerShell scripts that are stored within the CMDB. With this extension you don’t need Visual Studio anymore for creating tasks that interact with the console context. This allows you to create tasks for things such as setting default values in a form, applying business rules to attributes, and bulk-modifying attributes, to name a few.

Main Features

  • Create simple and complex Powershell-based tasks
  • Tasks scripts are stored in the Service Manager CMDB
  • Use variables to easily access data from the form and view context
  • No more need for Visual Studio

Preview Forms for SCSM changes the preview pane for all work item types to make an analyst’s life easier. The updated preview pane makes the most important properties of a work item accessible in the preview pane without even opening it.

Main Features

  • Changes the default preview forms for work items
  • Makes most important work item information accessible in the preview pane
  • Directly access work item base data, action log and attachments without opening the work item

Send Mail for SCSM is an extension which allows analysts to send emails such as questions or informational messages about requests they are working on. It allows you to send emails with screenshots and attachments quickly and easily from within the console.

Main Features

  • Send mails directly from work items
  • Supports any number of internal and external to, cc and bcc recipients
  • Rich text editor
  • Paste screenshots directly from clipboard inline with your message
  • Uses notification templates for CI/CD
  • Uses Send Mail templates for frequently used messages
  • Add attachments from file system or work item

itnetX Send Mail for SCSM is available in two different editions, a free edition with reduced functionality and a Pro edition with the full feature set. The following table compares both versions.

Feature

Free
Edition

Pro
Edition

Support for Incident Requests

X

X

Support for Service Requests

X

X

Support for Problem Requests

X

X

Support for Change Requests

X

X

Support for Release Records

X

X

Support for Activities

X

X

External recipients

X

X

Multiple recipients

X

X

Recipient picker with CMDB lookup

X

cc recipients

X

X

bcc recipients

X

X

Disable/hide bcc recipients

X

X

Multiple notification templates

X

X

Multiple languages for notification templates

X

X

Rich-text editor

X

Paste images inline with email body

X

Set incidents to pending is user feedback is required (question)

X

Add attachments from clipboard

X

X

Browse for file attachments

X

X

Add attachments from work item

X

Add attachments to work item

X

Add email message body to action log

X

X

Uses default SCSM SMTP notification channel

X

X

Auto-complete addresses

X

X

Addresses handled as objects

X

X

Non-modal window

X

X

Configurable return address

X

Message templates

X

X

Resolve incident from Send Mail

X

Assign work item to analyst if Assigned To is not set

X

Set first response date when send mail is used

X

Advertisement in user interface

X

SMA Connector for SCSM allows you to automate specific activities from a work item by using a SMA runbook. It works the same way as the out of box SCORCH connector does, but allows you to use the newer SMA automation platform.

Main Features

  • Used to trigger a SMA runbook for it process automation
  • New activity type that can be directly integrated in processes (e.g. service or change requests)
  • Checks status of triggered runbook and updates status in Service Manager