ITSM Software

MSM support for good practice and standards

MSM - Marval's multi-level ITSM software provides the ultimate combination of ITSM process automation, functionality and flexibility, delivering a comprehensive ITIL process compliant, ISO/IEC 20000 and ISO/IEC 27001 compatible solution out-of-the-box.

MSM was designed to be fully aligned with all ITIL processes, which are included in the product as standard - you choose which process to adopt and when.

Evidential requirements for ISO/IEC 20000 and ISO/IEC 27001 are pre-configured in MSM ensuring your team is able to demonstrate that it adheres to these standards by referencing audit evidence within the MSM tool.

Evidence and reports extracted from within MSM are determined by the information that is recorded into the tool:
MSM software will:

  • Provide full auditable request history
  • Facilitate communication with customer
  • Accommodate all process request types and operational procedures
  • Improve consistency in the quality of service by support teams
  • Provide a framework for measuring and improving 
  • Demonstrate compliancy, both contractual and regulatory
  • Promote innovation, productivity and competitive advantage



ITIL good / best practice framework for IT Service Management (ITSM) is based on the collective experience of commercial and governmental practitioners worldwide, that has been distilled into one reliable, common-sense, coherent approach, that has been adopted by some of the world's leading organisations.

ITIL is a Service Management philosophy that represents a seamless integration of all the diverse elements required to assist you in both developing and delivering a quality, professional and cost effective Service Management function. This includes the definition of the required business processes, functions, tools, education and business drivers.

ITSM's role is to help your organisation gain a competitive advantage, by doing things faster, more effectively, more efficiently and more economically; ITIL is that enabling factor.

The ethos behind the development of ITIL is the recognition that organisations are increasingly dependent upon IT to satisfy their corporate aims and meet their business needs. This growing dependency leads to growing need for quality IT services - quality that is matched to business needs and user requirements as they emerge.

This is true no matter what type or size of organisation, be it national government, a multinational conglomerate, a decentralised office with either a local or centralised IT provision, an outsourced service provider, or a single office environment with one person providing IT support. In each case there is the requirement to provide an economical service that is reliable, consistent, repeatable and of the highest quality.

ITSM is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation. ITIL provides a comprehensive, consistent and coherent set of best practices for ITSM processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. ITIL processes are intended to be implemented so that they underpin but do not dictate the business processes of an organisation. IT service providers will be striving to improve the quality of the service, but at the same time they will be trying to reduce the costs or, at a minimum, maintain costs at the current level.