Privacy Statement for System Center 2012 - Service Manager

Applies To: System Center 2012 - Service Manager, System Center 2012 R2 Service Manager

Last updated: January 2012

Microsoft is committed to protecting your privacy, while delivering software that brings you the performance, power, and convenience you desire in your personal computing. This privacy statement explains many of the data collection and use practices of Microsoft System Center 2012 Service Manager, including the Service Manager Authoring Tool (“Service Manager” collectively referred to as “Software”). This is a preliminary disclosure that focuses on features that communicate with the Internet and is not intended to be an exhaustive list. It does not apply to other online or offline Microsoft sites, products, or services.

Microsoft System Center 2012 Service Manager is a flexible platform for automating and adapting IT Service Management best practices to your organization’s requirements. It provides built-in processes based on industry best practices for incident and problem resolution, change control, and compliance management.

Service Manager uses management pack files that contain the object definitions for the various features of the product. You can customize the behavior of Service Manager with additional properties and include them as input fields on forms by creating and modifying management packs using Microsoft System Center 2012 Authoring Tool (“Authoring Tool”).

Collection and Use of Your Information

The information we collect from you will be used by Microsoft and its controlled subsidiaries and affiliates to enable the features you are using and provide the service(s) or carry out the transaction(s) you have requested or authorized. It may also be used to analyze and improve Microsoft products and services.

We may send certain mandatory service communications such as welcome letters, billing reminders, information on technical service issues, and security announcements. Some Microsoft services may send periodic member letters that are considered part of the service. We may occasionally request your feedback, invite you to participate in surveys, or send you promotional mailings to inform you of other products or services available from Microsoft and its affiliates.

In order to offer you a more consistent and personalized experience in your interactions with Microsoft, information collected through one Microsoft service may be combined with information obtained through other Microsoft services. We may also supplement the information we collect with information obtained from other companies. For example, we may use services from other companies that enable us to derive a general geographic area based on your IP address in order to customize certain services to your geographic area.

Except as described in this statement, personal information you provide will not be transferred to third parties without your consent. We occasionally hire other companies to provide limited services on our behalf, such as packaging, sending and delivering purchases and other mailings, answering customer questions about products or services, processing event registration, or performing statistical analysis of our services. We will only provide those companies the personal information they need to deliver the service, and they are prohibited from using that information for any other purpose.

Microsoft may access or disclose information about you, including the content of your communications, in order to: (a) comply with the law or respond to lawful requests or legal process; (b) protect the rights or property of Microsoft or our customers, including the enforcement of our agreements or policies governing your use of the services; or (c) act on a good faith belief that such access or disclosure is necessary to protect the personal safety of Microsoft employees, customers, or the public. We may also disclose personal information as part of a corporate transaction such as a merger or sale of assets.

Information that is collected by or sent to Microsoft by Service Manager may be stored and processed in the United States or any other country in which Microsoft or its affiliates, subsidiaries, or service providers maintain facilities. Microsoft abides by the safe harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of data from the European Union, the European Economic Area, and Switzerland.

Collection and Use of Information about Your Computer

When you use software with Internet-enabled features, information about your computer ("standard computer information") is sent to the Web sites you visit and online services you use. Microsoft uses standard computer information to provide you Internet-enabled services, to help improve our products and services, and for statistical analysis. Standard computer information typically includes information such as your IP address, operating system version, browser version, and regional and language settings. In some cases, standard computer information may also include hardware ID, which indicates the device manufacturer, device name, and version. If a particular feature or service sends information to Microsoft, standard computer information will be sent as well.

The privacy details for this Software feature or service listed in this privacy statement describe what additional information is collected and how it is used.

Security of your information

Microsoft is committed to helping protect the security of your information. We use a variety of security technologies and procedures to help protect your information from unauthorized access, use, or disclosure. For example, we store the information you provide on computer systems with limited access, which are located in controlled facilities.

Changes to this privacy statement

We will occasionally update this privacy statement to reflect changes in our products, services, and customer feedback. When we post changes, we will revise the "last updated" date at the top of this statement. If there are material changes to this statement or in how Microsoft will use your personal information, we will notify you either by posting a notice of such changes prior to implementing the change or by directly sending you a notification. We encourage you to periodically review this statement to be informed of how Microsoft is protecting your information.

For More Information

Microsoft welcomes your comments regarding this privacy statement. If you have questions about this statement or believe that we have not adhered to it, please contact us at:

Microsoft Corporation

One Microsoft Way

Redmond, Washington 98052 USA

Specific features

The remainder of this document will address the following specific features:

Data Integration and Automation

This feature is only applicable to Service Manager.

What This Feature Does:

Administrators and analysts can use Service Manager as a central hub to gather data from other System Center components such as Operations Manager and Configuration Manager, and leverage the gathered data to facilitate business processes. The Connector facility enables the collection and configuration of source data to integrate into Service Manager. For example, the connector can gather information regarding the computers managed by Configurations Manager as well as the alerts gathered by Operations Manager. The service desk functions offered in Service Manager can then be configured to correlate the computers which generated the alerts with the affected user and automatically issue a service ticket for assigned personnel to remediate.

Information Collected, Processed, or Transmitted:

Service Manager’s connector technology is user configurable. The IT administrator or analyst determines which data sources to integrate with, including from data sources such as users from Active Directory, computers from Configurations Manager, and alerts from Operations Manager. These sources can include domain registered information such as user name, computer name, or IP address. Administrators can access this data from the Service Manager Console application and authorize other users to access the entire set or subset of this data. None of this information is sent to Microsoft.

Use of Information:

Data integrated into Service Manager are used to carry out business processes such as service desk functions. This could include ticketing service where specific support personnel are assigned to resolve computer incidents. Service Manager includes the most often used service desk functions such as incident management, change management, and release management.

Choice and control:

By default setup Service Manager does not enable any connector. Users designated as administrators or analysts must explicitly configure data integration. At any time, the connectors can be disabled and re-enabled. These can be achieved through the Service Manager console.

  1. Start Service Manager console, in navigation pane, select Administration

  2. In the Administration workspace, select Connectors

  3. A list of configured connectors can be seen in the central panel

  4. To create a new connector from the Task panel, select Create connector

  5. Select a configured connector and choose Enable, Disable, or Delete the connector

Microsoft Update

This feature is applicable to Software (Service Manager and the Authoring Tool).

What This Feature Does:

Microsoft update is a service that provides Windows updates as well as updates for other Microsoft software.

Information Collected, Processed, or Transmitted:

For details about what information is collected and how it is used, see the Update Services Privacy Statement at

Use of Information:

For details about what information is collected and how it is used, see the Update Services Privacy Statement at


Microsoft Update is not turned on as a default. It is controlled by a choice you make during the setup. You may later change it by accessing the Microsoft Update client under your Control Panel to turn updates on or off.

For details about controlling this feature, see the Update Services Privacy Statement at

Customer Experience Improvement Program

This feature is only applicable to Service Manager.

What This Feature Does:

The Customer Experience Improvement Program (“CEIP”) collects basic information about your hardware configuration and how you use our software and services in order to identify trends and usage patterns. CEIP also collects the type and number of errors you encounter, software and hardware performance, and the speed of services. We will not collect your name, address, or other contact information.

Information Collected, Processed, or Transmitted:

For more information about the information collected, processed, or transmitted by CEIP, see the CEIP privacy statement at

Use of Information:

We use this information to improve the quality, reliability, and performance of Microsoft Software and services.


You are offered the opportunity to participate in CEIP during setup of Service Manager. If you choose to participate and later change your mind, you can turn off CEIP at any time by:

  1. Open the Service Manager Console.

  2. Click the Help menu, and check or clear the Join the Customer Experience Improvement Program check box.

For additional resources, see Information and Support for System Center 2012.

Tip: Use this query to find online documentation in the TechNet Library for System Center 2012. For instructions and examples, see Search the System Center 2012 Documentation Library.