ITSM Software

Functionality & Process Support

MSM encompasses full support for ITIL® standards and best practice frameworks, MSM will meet an organization's current and future needs, IT Service Management (ITSM) maturity and budget.

MSM provides you with everything you need for a totally integrated ITSM, service desk or helpdesk software solution that can be used by your whole organization.

Incident Management & Request Fulfillment

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Disruptions to service (Incidents) and standard requests for service are easily and quickly logged into MSM by telephone, email or the web to ensure that service is delivered when the customer needs it. 

Powerful and proactive features ensure a customer request is quickly resolved at first point of contact.

Once logged in MSM, a customer request will never be lost, forgotten or ignored.  Customers and support staff are kept informed and managers receive no surprises.

Use MSM for:

  • Simple and easy incident and service request logging
  • Automatic screen fill of user information
  • Manual or automatic assignment to best specialist or team
  • Manual or automatic prioritization and business impact setting
  • Automatic customer email/fax confirmation
  • Quick closure for routine incidents (e.g. password resets)
  • Required entry of closure codes and resolution