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.

Service Desk

Image for Service Desk

MSM Service Desk provides an extensive range of advanced, time-saving features to ensure that you deliver world-class service, resolving and managing customer requests faster than ever before. Whether you operate a small, medium, or enterprise-wide service desk, MSM Service Desk is the right choice for you.

Use MSM for:

  • Simple and easy call management with automatic screen filling features
  • Instant access to knowledge items
  • Instant access to customer equipment, services and contract details
  • Automatic filtering on best choice classification codes
  • Quickly checking for similar or matching requests
  • Automatic selection of best support specialist or team
  • User-configurable actions, classifications, workflows and fields
  • Automatic prioritization, business impact and SLA setting
  • Automatic email/SMS notifications to customers and service staff throughout a request's lifecycle
  • Powerful, easy to use, standard and user-definable reporting
  • Creating related major incidents in seconds
  • Real-time color coded management dashboards