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Distributor for Marval in North America

Marval MSM
Technical Details

Marval’s MSM Software – the easy way to manage all requests for service.

An Enterprise Service Management solution for efficient, cost-effective and high-quality IT services. Marval understands the importance of an employee-centric approach to IT service management. MSM software places the employee experience at the forefront of its design. Marval recognizes that technology is not just a business enabler but a critical employee enabler, especially in the age of hybrid-working practices and our MSM software is equipped with employee experience management features that allows organizations to understand how IT service delivery and support impact their employees’ ability to do their work effectively. With MSM, experience data is used to identify issues and improvement opportunities, making the employee experience a primary change driver. We believe that ITSM should be aligned with business needs, and our software is designed to do just that.

Explore further and see how MSM provides you with everything you need for a totally integrated ESM, service desk, or helpdesk software solution that can be used by your whole organization:

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It has always been Marval’s directive to provide real choice for its customers – in product, in deployment and in licensing options. We offer a comprehensive choice for the implementation of MSM software to satisfy organizations of any size and sector.

Marval MSM Product Choice

  • 100% web-based, innovative, technologically advanced products to meet customer ITSM maturity and budget
  • Entry level to enterprise solutions (MSD, MSD+, MSM)

Marval MSM Deployment Options

  • On-premise
  • Cloud (Software as a Service) customer hosted
  • Cloud (Software as a Service) Marval North America hosted

Marval MSM Licensing Options – Perpetual or Subscription

  • Named
  • Concurrent
  • Mixed

MSM is the most advanced and easy-to-use integrated ITSM software solution on the market today, expanding the scope of service delivery far beyond the traditional reactive help desk. It brings all the key component areas together in an integrated and pro-active framework. A framework designed to assist your key support processes and procedures. MSM software provides you with everything you need to deliver a quality service to the business.

With Marval’s IT service management software implementation process and procedures, customers’ valuable staff resources don’t have to be spent building and tailoring the solution: It’s all there, ready to be switched on. From day one, your team will be productive and able to focus on improving the service delivered to the business and its customers.

Our implementation procedures focus on customers’ current priorities, improving customer experience and communication, consistent best practice approach, investment protection and risk/internal cost reduction. To ensure a fast, smooth software implementation, Marval provides a project plan coupled with sample processes and plans based on industry standards. The tool is supplied with default classifications, roles, workflows, and SLA alerts.

The project implementation approach includes a detailed project plan defining activities and delivery milestones for both the customer and Marval.

For example, an implementation package may include:

  • Pre-implementation scoping and classification workshops
  • Prototype phase
  • Operational and administration training phase
  • User Acceptance Testing and go-live phases

 

MSM is Marval’s multi-level ITSM software that 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 software are determined by the information that is recorded in 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

Marval support service offers exceptional value. By actively listening to our customers, we ensure that their insights drive our success in delivering top-notch solutions.

Our development program focuses on how we can help our customers to:

  • Reduce their operational costs by providing software enhancements that include time-saving features
  • Maintain and retain their customers
  • Provide improved management reporting to the business
  • Improve controls and accountability

We are serious about support and providing our customers with a quality service. Local support is available through Marval North America and Global support of product development is provided through Marval’s worldwide network of authorized distributors.

Marval is an ISO/IEC 20000 registered organization, which gives you the assurance that we are dedicated to supporting our customers to international standards. We practice what we preach.

Marval’s standard MSM support service program ensures:

  • Customers automatically receive the latest enhanced release of MSM software
  • Access to highly skilled and experienced service desk personnel and product specialists to provide advice and  answer your queries
  • Access to free customer workshops
  • Knowledge transfer between customers and from Marval experts
  • Dedicated customer relationship function

Marval MSM has been endorsed by AXELOS under the ITIL Software Scheme as ITIL process compliant to both GOLD and SILVER levels. Marval has been able to demonstrate against the strict criteria and assessments set out by the scheme that MSM is 100% compliant with 16 ITIL processes.

AXELOS Process Compliant SoftwareTo achieve GOLD level compliance, Marval has proven that the MSM solution has been deployed and used by its customers to automate the assessed processes in accordance with ITIL. SILVER level affirms that customers have been audited by AXELOS as having bought and deployed the software and are able to automate ITIL processes when required.

Compliance has been confirmed for the following: Change Management, Incident Management, Problem Management, Release & Deployment Management, Request Fulfillment, Service Catalogue Management, Service Level Management, Service Portfolio Management, Knowledge Management, Availability Management, Capacity Management, Event Management, Service Asset & Configuration Management, Asset Management, Financial Management, and IT Service Continuity Management.

Marval MSM has been integrated with a wide variety of software applications, and the creation of plug-ins adds to the versatility of the solution.

  • Directory Services
  • Network Security & Monitoring
  • Asset & Infrastructure Management
  • Knowledge Management
  • Unified Communications
  • Business Applications
  • Inbound / Outbound Email
  • Calendar

Marval also provides a wide range of integration utilities and methods. In addition to standard WEB Services, integration methods include:

  • ASP.NET SignalR
  • Email business rules engine
  • Command line utilities for data import, export, and update

Marval provides user authentication and support for creating bespoke (or third-party) authentication, or using social media authentication providers such as Facebook, Twitter or JIRA. Currently supported authentication providers include Windows single sign-on, ADFS, and LDAP. With the flexibility of Marval MSM you can:

  • Write plugins (asp.net, Javascript ) that can appear on, interact with and extend on
    almost any web page within Marval:
  • Create and add new features to your Marval environment giving you a more bespoke feel
  • Allow customers to quickly build, change and integrate new features
  • Allow others to learn and contribute to the Marval platform

In order to make your life easier, we created off-the-shelf integration for Marval with:

  • Real-time setup for interfaces with AD for directory replication (inbound) supported software:
    Microsoft Active Directory, NetIQ eDirectory, Okta Directory, Microsoft Entra ID
  • EWS, Pop3, IMAP4, or MSGraph (for OAUTH) for Mail Import (inbound)
  • SMTP, EWS, or MS Graph (for OAUTH) for Notifications (outbound)
  • Action Message Rules for outbound (email, SMS) notification.
  • Slack Plugin outbound to publish a request’s details to a specific workspace in Slack
  • JIRA plugin outbound to Create, View, Link and Unlink JIRA issues from within MSM.
  • Bomgar Plug-in outbound to Create a Bomgar session from any request.
  • UC/OLA/SLA Breach Monitor – escalation scripts to send outbound email notifications per breach point (e.g., 50%, 75%, 100%) for both request response and fix times

MSM provides you with many options to integrate your data with MSM, and we have integrated with the following software:

JIRAThis out-of-the-box integration can create, view, link and unlink JIRA issues within MSM. This integration allows you also to move the Marval request status during transitions.
SlackThis plugin allows you to publish a request’s details to a specific workspace in Slack. You can associate chats with a published request.
BomgarThis plugin allows a Marval MSM service desk user to create a Bomgar session from any request. Notes are added to the Marval request at the start and end of Bomgar sessions. When a session is ended a link is added in the note for the Bomgar report.
Microsoft TeamsWhen an post is made to a Teams Channel, an email is sent to its mailbox. MSM processes the emails and creates a request. Additionally, when in MSM, an agent can launch a Teams Meeting an have the customer join.
Microsoft SharepointPublish process documents from MSM to MS SharePoint for Knowledge Management.
Microsoft ProjectIntegrated project files in MSM with MS Project.
Prebuilt Custom Authentication ProvidersMS Windows, ADFS, LDAP, Azure AD, SAML 2.0, Open ID, and support for creating your own Custom Authentication Provider.
SAP, Salesforce, other CRMMSM reads user and CI data from the data source, using the update ability of SOAP web service to insert new people/CIs into MSM.
Calendar integrationPublish/export MSM scheduled requests in iCalendar format.
CMDB and Asset Discovery integrationMicrosoft Configuration Manager (formerly SCCM), Lansweeper, Microsoft SCOM, Zenworks, Altiris, Bytes Snow, BMC Track-It!, Kaseya, N-Able, CiscoWorks LMS – (Sybase backend), Microsoft MAP Toolkit – (Local DB)
Windows Remote Desktop Protocol, LogMeInIntegration with remote desktop tools for remote control of devices.
AvayaMSM provides an interface using SOAP based web services to communicate with CTI (Computer Telephony Integration) systems via HTTP or HTTPS.