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



ISO/IEC 20000 is a formal, international standard for a quality management system which promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements.

ISO/IEC 20000 is the world's first ITSM process standard (aligned with and underpinned by the ITIL best practice framework) that provides the industry with a standard that can be used for auditing and assessing internal and external suppliers across the supply chain.

Overall the standard promotes the adoption of a co-ordinated, integrated process approach to:

  • Effectively deliver managed services to meet the business and customer requirements
  • Deliver on-going control and greater efficiency
  • Deliver opportunities for continual service improvement
  • Ensure people are well organised and co-ordinated
  • Ensure that the processes and procedures are effective and efficient