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 27001 is the international standard for information security management designed to ensure appropriate security controls are in place to protect an organisation's data and information.

The auditable standard specifies the requirements for establishing, implementing, maintaining and continually improving an information security management system (ISMS) within an organisation. It also provides procedures that help in the identification and categorisation of potential risks and how best to manage them.

Adoption of ISO/IEC 27001 will:

  • Provide greater understanding and management of risk
  • Reduce security related incidents
  • Better prepare your staff in their roles and responsibilities for organisational security
  • Ensure a faster response and reduced impact on your customers