Q: Does Marval North America offer a subscription-based
pricing model, such as Software As A Service (SaaS)?
A: Multi tenancy SaaS is not currently available from
Marval but is expected later in the year. SaaS can be delivered now
but on a single tenancy per customer basis.
Q: How long does it take to log a quick call, for example
a 'password reset'?
A: MSM provides a quick call function, which can record
standard calls and major incident requests in around 5 to 10
seconds. How we achieve this is simple: you pre-configure how you
want the call to be handled, and MSM simply takes over and logs it,
while at the same time placing it into a 'closed state'. It also
updates all the internal service clocks and
Q: How many calls and assets can I store in
A: Within any single MSM database, you can store up to two
(2) million records. In addition, you can create archive databases
which can be accessed in real-time from MSM.
Q: I am an outsourced IT service supplier, what are the
benefits of my company using MSM software?
A: Because of extensive and thoughtful database
development, you can manage all of your customer contracts and
service offerings in one tool. You can present your customers with
a web view of their own service requests without the need to
purchase additional resources. Once your service or maintenance
contract is in place you can feel confident that your staff will be
free to get on with managing the service that your customers
Q: I am just starting out and in the short-term, I only
want to set up a Service Desk to look after my customers. Can I use
the Marval tool just for this function?
A: Certainly! What's more, other essential functions such
as Problem and Change management, Service Level Agreements and
Reporting are supplied as part of the standard MSM package at no
extra cost. When you decide to progress you just 'enable' these
Q: I am replacing my current help desk system, but I want
to retain some of the information stored in it, for example: our
customer details, classifications, priorities of some solutions,
etc. How can you help with this?
A: Marval North America proved extensive bulk import,
export, and update utilities for getting data in and out of the MSM
system. As long as you can extract your current data into a
normalized, comma-separated file we can handle it.
Q: I currently use Crystal Reports with my current tool
but it's really difficult to use and requires different reports for
even a slight change. Does your tool allow this add-on reporting
A: Yes, you can use Crystal Reports with MSM. However, MSM
comes with its own very powerful reporting tool, which allows you
to create graphs (line, bar, pie). In addition, the reports can be
produced instantly from any screen, and management statistical
reports, which in many systems can take hours to produce, take
seconds to produce in MSM.
Q: I have HP OpenView for monitoring my network and disks,
where all events go to several consoles. Can I import these into
A: Yes. MSM supports and integrates a large number of
system management, automation, and security tools, whose prime
functions are to monitor various aspects of your computer
infrastructure (eg. computers, networks, applications, and security
access). Upon an event being identified, many of these tools can
generate an alert, which can be automatically registered and
updated in MSM, while at the same time notifying support staff or
third party support organizations.
Q: I have just purchased Microsoft SMS for collecting
asset information. Can I import this data into MSM?
A: Yes. Once you have decided what information you want SMS
to collect, you can output the results into MSM.
Q: I know to get my service working properly I need to
implement Incident, Problem, Asset and Config, but I don't have the
resources or cash to do it all at once. Can I implement them over
A: Yes, and we would normally recommend that our customers
adopt a phased approach. You can rest assured in the knowledge that
when ready to implement, all the components will work together in a
single integrated environment.
Q: Is MSM a web application?
A: MSM is delivered in two models, a 100% web based
version, for both support staff and customers and a client-server
application, with a customer web portal
Q: Is MSM ITIL® compliant?
A: MSM has been verified as ITIL compatible by PinkVERIFY
for the maximum 15 ITIL processes.
Q: Our biggest customer complaint is that we don't keep
them informed. How can the Marval solution help?
A: This is an important area where MSM can really help you.
MSM provides extensive and easy-to-use functions for automatically
keeping both support staff and the customer informed via e-mail.
This can be done throughout the lifecycle of the request, for
example: when a request is first logged, when an engineer has been
called out, when a change request or task has been scheduled, when
the request is completed, etc. In fact, at any stage when you feel
the customer needs to be kept informed, you can trigger an e-mail
Q: We are a Microsoft partner and make extensive use of
Microsoft products throughout our business, why can't I simply use
Microsoft Dynamics CRM to manage my IT Services rather than looking
to a third-party product?
A: Microsoft CRM 4 has become a key player in the CRM
market-place, however its functional approach focuses primarily and
extensively on Sales and Marketing and Contact Management. Whilst
"Service Cases" can be logged against contacts there is no
out-of-the-box ITIL® functionality. This functionality can be
mapped into the Microsoft tool, but it is a time and resource
intensive process. An additional consideration would be the lack of
an integrated CMDB.
Designed specifically for Service Management, MSM is installed
complete with pre-configured, customizable templates and ITIL
workflows as standard; so that your ITIL journey to service
excellence can begin immediately.