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.

Knowledge Item Management

Quickly identifying knowledge items (e.g. Known Errors, FAQs, Workarounds, Quick Fixes and Solutions etc.) and improving first time fix rates can be difficult and time consuming. This generally works well if a request is correctly identified and categorized. However in reality, users will often describe their request or issue using different terminology.

Innovative MSM functionality enables you to not only quickly find and manage knowledge items, but also match against 'known as' definitions, e.g. Email, Mail, MS Outlook, Exchange etc. Measuring their effectiveness is also quick and easy.

Knowledge items can be categorized as either public or private, so as to restrict who can see or use them. The process of publishing knowledge items is controlled by permissions. Raising permanent solutions as Change requests has never been easier.

Note: for advanced knowledge management, Marval provides an optional MSM knowledge component.