Background on System Center Service Manager
System Center 2012 Service Manager is the second public release of the SCSM product line. As previously noted, Microsoft actually had a version 1.0 release several years ago as a SharePoint-based tool, which was called System Center Service Desk at the time that Microsoft released it in beta to a limited number of organizations. Although the feedback was very positive on the feature sets, because it was based on SharePoint (2003 at the time), the product did not fit into the mold of other System Center products, such as the robust management consoles found in System Center Configuration Manager or Operations Manager.
Microsoft went back to the drawing board and released a new version of System Center ...
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