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 Level Management

MSM offers the most powerful Service Level Agreement (SLA) and Operational Level Agreement (OLA) Management in the industry.

Service Level Management is crucial for introducing and implementing reasonable expectations between you and the customers you support. It establishes a two-way accountability for service, which is negotiated and mutually agreed upon; helping you to meet customer expectations.

Good Service Level Management is essential for building your service organization's credibility. It is a measure of how serious you are about providing support. Service Level Management is the basis for evaluation and improving service levels on an on-going basis.

Use MSM to:

  • Measure adherence to agreed customer service levels
  • Monitor and report on performance of 3rd party suppliers
  • Report on reasons for service breaches
  • Re-negotiate maintenance contracts
  • Match target achievement against customer satisfaction levels
  • Be notified of SLAs about to breach
  • Baseline existing services