Home > Lync, SCSM > Service Manager 2012 New Solutions: SCSM and Lync Integration

Service Manager 2012 New Solutions: SCSM and Lync Integration

With the introduction of Lync, Microsoft has done a good job of changing customers’ perspectives for UC solutions. We can see more and more customers deploying Lync and pushing forward more collaborative environment.

Microsoft® Lync® is an enterprise-ready unified communications platform. With Lync, users can keep track of their contacts’ availability; send an IM; start or join an audio, video, or web conference; or make a phone call—all through a consistent, familiar interface. Lync is built to fully integrate with Microsoft Office. The Microsoft Lync 2010 desktop client is available for Windows and for Mac and mobile versions are available for Windows Phone, iPhone/iPad, and Android devices.

System Center Service Manager 2012 delivers an integrated platform for automating and adapting IT Service Management best practices to your organization’s requirements.

Microsoft System Center Service Manager provides integrating with Lync 2010 out of box, What you have available right now is presence information and the possibility to call, send mail or instant message.

LINK Development developed 2 new solutions for Service Manager and Lync

1- Lync Client Extended Service Desk Agent

Lync Communicator extended Service Desk agent is add on for Microsoft Lync that helps end users to start a conversation with a  Service Desk team using IM, and gives the  Service Desk team  the ability to see users incidents with detailed information, follow up with incident status and create new incidents if needed.

The Lync extended Service Desk agent provides a way to deliver a lite and fast version of Microsoft System Center Service Manager Console with the same information.

The solution provides capabilities to search the incidents using user name “In case that you need to check incident status for your college” or incident ID.


2- IM Your Incident

IM your incident is a solution that helps the people in your organization who have incidents to submit it using Microsoft Communicator.

for enterprise organizations a lot of people are moving around , working from home or remote sites with limited access to Service Manager Portal or help desk team. Utilizing Lync capabilities the solution allows users to submit their incidents using Lync 2010 instant messaging (IM) from any where.

The solution provides the end users with automated guided flow to get all needed incident information “Incident Name, Category, Description, Urgency, etc …”  and provide the end user with incident ID at the end.

The solution extends the Service desk support and gives the users to log their incidents automatically without any human interaction, From anywhere, at anytime


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  1. Konstantin
    June 18, 2012 at 7:38 am

    Hi Mohamed !

    Thank you for information !
    Where and when will be available to test these components ?


  2. Mohamed Fawzi
    June 18, 2012 at 1:01 pm

    Konstantin :

    Hi Mohamed !

    Thank you for information !
    Where and when will be available to test these components ?


    Please drop me mail “mohamed.emam@linkdev.com” to arrange that

  3. RobBOB
    June 20, 2012 at 5:37 pm

    Just wondering who is publishing these add ons? When will they be available.

    • Mohamed Fawzi
      June 21, 2012 at 12:03 pm

      This add ons are published by LINK development http://www.linkdev.com and they are available.Please drop me mail “mohamed.emam@linkdev.com” if you are interested

  4. Tom Kimball
    October 18, 2012 at 5:24 pm

    Do you have the same presence integration with Cisco Unified Presence and the
    Cisco Jabber client ?

    • Mohamed Fawzi
      October 19, 2012 at 1:31 pm

      Currently no but would like to know more about your scenario for the future releases

  5. Jocke
    October 23, 2012 at 1:31 pm

    Does it work with Lync via O365?

    • Mohamed Fawzi
      October 23, 2012 at 4:31 pm

      Not in the current release

  6. baclac
    July 29, 2013 at 7:53 pm


    We use Lync 2013 in our environment, do you have an idea why Lync is greyed out in SCSM..?when i open an incident Lync is greyed out next to Afftected user field and others…


    • Mohamed Fawzi
      July 30, 2013 at 8:18 am

      try to install Lync 2010 Client in your SCSM Consoles machines and try again

  7. baclac
    July 30, 2013 at 2:30 pm

    I’ve done just for testing puposes,same result.I think it is related to scsm since Lync is working fine and appearing the presence in Sharepoint. In case you have idea what could be causing this issue, that would be great…thanks for your reply

  8. April 22, 2015 at 7:40 pm

    Thanks for the great post! Very helpful.

  1. July 27, 2012 at 8:32 pm

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