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 Portfolio & Catalogue Management
MSM enables a service provider to build service portfolio and
catalog entries. The service catalogue is readily accessible to the
support agent, enabling them to better service their customers.
The portfolio allows the definition of many service related
- Service entitlement definition
- Service Level Agreement content
- Intelligent call routing based on the selected service
- Advisory checklists
- Recommended specialists with relevant skills needed to support
- Current lifecycle status, planned and actual go live dates,
service package information and underpinning configuration