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Marval MSM Process
Support and Functions

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

In today’s technology-dependent world, your IT Department is one of the most valuable strategic assets that helps your organization provide your services and products in a cost effective and direct way. MSM is an IT and Enterprise Service Management solution that focuses on data-driven operations and improvements, and is designed to support the delivery of consistent, measurable, and repeatable processes across your organization. Based on industry standards and best practice frameworks, adopting Marval MSM software ensures service levels, governance and compliance are met and business users and consumers receive the best possible service from IT support departments.

Explore further and see how MSM provides you with strategic benefits that include standardized delivery of IT and business services and processes; improved efficiency and control of IT infrastructure, assets, and services; improved risk management and cost savings based on economies of scale and standardized processes; and enhanced governance, compliance and accountability:

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MSM Service DeskMarval MSM provides a single point of contact to drive the highest levels of first contact resolution, request fulfilment, and customer satisfaction. It is specifically designed to provide a great customer experience. MSM is the face of your IT department and in many cases, if end-users are contacting the IT service desk, it becomes face of the whole business. MSM software enables you to record, manage, solve and report on customer issues and requests for service related to the usage of your IT Infrastructure, resources, software and IT services.

  • Standardize delivery of IT and business services and support
  • Provide support services faster, better and cheaper
  • Improve first time fix rates
  • Do more with less
  • Improve the customer experience
  • Improved communication
  • Demonstrate value to the business
  • Meaningful Reports and Dashboards

 

Incident ManagementUtilize MSM’s innovative approach for handling customer reported issues. By entering just a few simple pieces of information about the customer and their issue, you are provided with everything you need to deliver a great customer experience. The MSM incident process guides you through the complete lifecycle from initial identification, recording, classification and investigation, through to resolution, call closure and communication. The process is fully integrated with related processes such as Knowledge, Configuration, Service Level Management, Reporting, and real-time Dashboards.

  • Instant picture of the customer’s current situation
  • Robust business rules engine
  • Instant access to customer details and call histories
  • Useful Knowledge Items, FAQs and checklists automatically presented
  • Best specialist and team selected from skills matrix
  • Easily link Incidents to Problems
  • Meaningful Reports and dashboards

Problem ManagementAutomate and integrate key processes related to Problem Management, including: Identify and Classify; Investigation and Analysis; Workaround and Known Error; Root Cause and Resolution. Easily customize ITIL Problem Management processes to support your IT team’s unique requirements.

  • MSM can automatically close all linked incidents and notify end users
  • Automatically create, populate and link problem incidents, problem, change records and knowledge items
  • End-to-End View of the Problem Life Cycle – Get a 360-degree view of the ITIL Problem Management process with the ability to easily log, edit, track and report on problem records
  • Management Overview Dashboard – use the real-time MSM problem management dashboard and quickly see your key problem metrics in a single view
  • Meaningful Reports and dashboards

Change ManagementMSM’s Change Management provides a centralized platform for all Change Management activities, enabling end-to-end automation of the process. This includes automating the submission, assessment, and approval of change requests and the planning, testing, and implementation of changes. MSM allows for easy customization of ITIL Change Management processes to suit the unique requirements of IT teams. This ensures that the process is tailored to the organization’s specific needs, enhancing efficiency and effectiveness. Additionally, MSM provides real-time dashboards and meaningful reports to help managers track the progress of change requests, monitor changes’ effectiveness, and identify improvement areas. This provides a comprehensive view of the Change Management process, helping teams make data-driven decisions and optimize their processes.

MSM offers full integration with other ITIL processes, such as Incident and Problem Management, enabling a holistic approach to IT service management. This ensures that changes are made in a controlled and consistent manner, minimizing the risk of negative impacts on IT services and the business as a whole.

  • ITIL-based visual workflows guide you through each core activity of Change Management
  • Use the visualization manager to know in advance how changes can impact your assets and eliminate conflicts, both upstream and downstream.
  • Integrate with your calendar to view the schedule of changes.
  • Automate approvals and take advantage of the multiple ways changes can be approved/rejected (i.e. in MSM, via email, or on the self-service portal)
  • After completing a project, use the post-implementation questionnaire to effortlessly conduct post-change analysis to understand how changes impacted timelines, expenses, or goals.

Release ManagementMSM Release and Deployment features ensure changes (e.g. to IT services, software, hardware, members of staff) are organized, scheduled and released into production with minimum risk and customer inconvenience.

Marval customers use MSM for:

  • Easy to build release schedules and packages
  • Fast access to change forward schedules and workloads
  • Automatic CMDB update on a successful release
  • Extensive reporting on a release success or failure
  • Meaningful Reports and dashboards

MSM Event ManagementBusinesses rely on complex IT infrastructures composed of servers, storage, networks and a range of application components to support critical business services. The MSM Event Monitor allows events detected from systems management, network-monitoring tools and your own scripts to be automatically recorded and managed in MSM. From this point the power of MSM automation takes over with support analysts assigned correction activities, the required SLAs, OLAs, UCs, priority and impact codes assigned, and the Service Desk and customers kept informed. All this before your end users and customers even know anything is wrong, leaving the Service Desk to focus on managing the customer’s expectation and experience.

  • Automatically manage infrastructure events
  • Identify major incidents before the customer is impacted
  • Identify any affected services and related incidents
  • Notify the service desk, correct support team(s) and affected customers and service owners
  • Maximize your investment in automation tools
  • Meaningful Reports and dashboards

Knowledge ManagementReduce service desk requests by providing Google®-like one-click access to federated knowledge searches of existing modules, PDFs, Microsoft® Office, and URLs. The powerful knowledge management features can help your service desk team, and your customers, improve resolution times by providing a repository to successfully capture, structure, and reuse service.

  • Mark Knowledge records as public (available to customers) or private (internal to users)
  • Dynamic typing searches and Matching Requests features
  • Auto-fill categorization and solution notes of associated request
  • Feedback rating on Knowledge Item records

Request FulfillmentStreamline and automate common service requests such as new employee take-on, requests for equipment, training requests etc. Users can easily select the desired service from the MSM Service Catalogue and track progress of their request using the MSM web self-service portal. Analysts can review, approve, and communicate to end users the status of the request.

  • Easy lookup and automatic screen fill of user details
  • Manual or automatic assignment to best specialist or team
  • Manual or automatic prioritization and business impact setting
  • Automatic customer email notification confirmation
  • Quick closure for routine tasks (e.g. password resets)
  • Powerful business rules engine, Request Templates, and Recurring Templates to standardize responses and repetitive tasks
  • Easily clone requests to save time and effor during busy periods
  • Bulk update and reassignment of requests

MSM CMDBMSM CMDB provides you with comprehensive and easy to use facilities for managing your organization’s assets, inventory, contracts, licenses, configurations, attachments and user configurable attributes. It is fast, easy to use, auditable, configurable, can be utilized by many different parts of your organization, and is indispensable in the support of corporate governance. MSM CMDB provides a visual and configurable graphical representation of dependencies and relationships with great reporting.

  • Standard asset, inventory and computer equipment tracking and auditing
  • Configuration management and building/plant service management
  • Maintaining configuration items, relationships and their dependencies
  • Health and safety checks
  • Identify all assets required for disaster recovery
  • Track, audit and control your software licences
  • Track your maintenance and warranty contracts
  • Use MSM Service Reminders for warranty/contract expiry and renewal
  • All your CMDB reporting requirements
  • ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT, ETOMS, audit support and Corporate Governance
  • Meaningful Reports and dashboards

MSM Service PortfolioThe MSM Service Portfolio allows you to create and maintain the complete list of services (Catalogue Items) offered to customers with contractual commitments. The service portfolio is the most important part of the MSM Management System to support all processes and business values. The output of the Service Portfolio is one or several user configurable Service Catalogues which are created using the MSM webpage builder function. It allows you to define persons or organizational units who can access which services, along with all the service attributes required in order to communicate the value of IT services and products by presenting a business view of available services, key costs, status, go live dates and quality metrics.

The portfolio allows the definition of many service related attributes including:

  • 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 this service
  • Current lifecycle status, planned and actual go live dates, service package information and underpinning configuration items

 

The MSM Service Catalogue is readily accessible to the support agent from the Main Request Logging screen and the main menu toolbar of MSM, enabling them to better service their customers. On the MSM Self Service Portal, customers have a view into their subscribed services under the “My Services” page. The MSM Service Catalogue provides an actionable, easy-to-use view that presents to customers and organizational units only those specific services to which they are entitled. Catalogue items can be graphically grouped and displayed in configurable service catalogue classes (e.g. technical, product, business, finance and service packages) and these can be assigned access levels for additional security.

Key Features of the MSM Service Catalogue include:

  • Description of the service and its purpose
  • Service Visibility: is it available internally and/or externally
  • Package Details: status, ownership, sector availability
  • Filtering: what Request Types, customers, and/or support staff that have access
  • Dates: when the service is/will be available and renewed
  • Business Continuity: is it part of your Disaster Recovery/Business Continuity plan
  • Configuration: graphic diagram of underpinning CIs the service is comprised of
  • Sub Services: other services that make up this service
  • Self Service: forms for self service are defined here
  • Service Status: available on self service to advertise the status of the service (e.g. under maintenance, unavailable, available)
  • Notification: people to notify when changes are made
  • Attachments: attach relevant files
  • Attributes: user defined service attributes

MSM Self Service will help reduce the strain on your service desk and deliver a meaningful experience to ensure that your customers actually use it.

Home Page: Information available the moment you log in.

Search for Knowledge, view your Services and their status with live links to view more detailed information. A superb mechanism to communicate service outages while concurrently reducing (or potentially preventing altogether) unnecessary and repeated interactions into the service desk. Get News and information about the organization. Open a new request, view existing requests, interact with live agents via chat or use chatbot, give your approval or rejection on a change, or download available documents shared with you from your organization.  More details below:

MSM Self Service - Home Page

Raise Requests

Interact with your request catalogue via ‘My Services’. Open new Service Requests, Incidents, and Changes via easy-to-use forms which will capture all the required information the first time.

MSM Self Service - New Request

Shift Left

Provide your customers with the Knowledge they need to self-serve. After all, that’s what it’s all about! Save your service desk time and your organization money by providing your customers with relevant, quality, and practical knowledge.

MSM Self Service - Knowledge Item

Timely Updates

Your customers will always want updates… so, prevent time-consuming telephone calls by providing timely updates via self-service.

MSM Self Service - View Request

Tailored Request Catalogue

A customer view of a tailored Request Catalogue – based on service entitlement. Allow your customers to interact with their services via simple Incident, Service Request, and Change forms. From there, MSM’s powerful automation processes will streamline the entire lifecycle.

MSM Self Service - My Services Page

Service Status

Give your customers a ‘quick view’ of all their entitled services, coupled with their current status. Traditional (and time consuming) methods are a thing of the past.

MSM Self Service - Service Status

Get Your Message Out There

Need to get information out to your customers? A planned event, or perhaps commentary on a Major Incident? Use ‘News Articles’ to get your message out there – your customers will be informed, and the service desk will thank you when telephone call volumes plummet.

MSM Self Service - News

Getting Feedback

Customers can be sent a list of questions from a generated survey which can be set on a schedule or be sent adhoc for a request.

MSM Self Service - Survey

Live Chat

The Live Chat feature allows interaction between your customer and service desk agent, providing the ability for live communication with real people and potentially resolving issues quickly.

MSM Self Service - Live Chat

MSM Service Level ManagementMSM offers the most powerful Service Level Agreement (SLA), Operational Level Agreement (OLA) and Underpinning Contract (UC) management in the industry. The monitoring capabilities in MSM proactively warns you of pending SLA breaches and provides critical performance metrics. Easily track performance based on services, configuration items (CIs), customer levels, or any combination you choose. Learn to predict potential problems associated with the availability of your IT resources and performance before they become major issues. Service Level Management is crucial for introducing and implementing reasonable expectations between you and the customers you support. It establishes a two way accountability for service which is negotiated and mutually agreed upon, helping you to meet customer expectations.

Effective Service Level Management is essential for building your service organization’s credibility. It is a measure of how serious you are about providing support. Service Level Management is the basis for evaluation and improving service levels on an ongoing basis. Marval customers use MSM software to:

  • Measure adherence to agreed customer service levels
  • Monitor and report on performance on Service Desk performance
  • Monitor and report on performance of first time fix rates
  • Monitor and report on performance of 2nd line teams
  • Monitor and report on performance of 3rd party suppliers
  • Be notified of SLAs about to breach
  • Report on the reasons for service breaches
  • Re-negotiate maintenance and supplier contracts
  • Match target achievement against customer satisfaction levels
  • Baseline existing service performance

MSM Financial ManagementMSM Financial Management provides extensive features for tracking, managing, reporting and identifying costs within your support operation – helping ensure you gain value for money from your IT investment. From small business to retail, banking and investment firms, to benefits and insurance companies, nothing matters more than premium service delivery to their customers. As well, with new security and fraud issues occurring every day, and the organization direction or board members asking for audit compliance and value-based cost reduction, CIOs have to exceed expectations and lead the organisation’s strategic transformation. We are here to help. Marval customers use MSM software to identify:

  • Value for money
  • Equipment costs and current valuations
  • Investments in a specific vendor or service
  • Overall maintenance charges
  • Cost of handling customer requests and cost of service unavailability
  • Value of deliverables by contractors
  • Chargeback costs to departments
  • Charges for routine service tasks and activities
  • Expected maintenance costs over a period
  • Total cost of service end to end

MSM Continuity ManagementAny incident, no matter how small, can have a major impact on your business, its credibility, financial viability and customer confidence. MSM Continuity Management provides a wide range of features to support your IT service continuity plans, helping you to ensure the business or organization survives. Marval customers use MSM software for:

  • Maintaining contact details (e.g. key personnel, partners and suppliers)
  • Storing business continuity and IT plans
  • Business impact prioritization
  • Disaster recovery manifest reporting
  • Critical business services and recovery times
  • Configuration of standard builds
  • An up-to-date asset and inventory register
  • Highlighting business critical services and underpinning infrastructure items

MSM Capacity ManagementInadequate or improper capacity management can affect a company’s financial performance and impede its business prospects. MSM Capacity Management is the process used to manage your IT and Service Infrastructure. Its primary goal is to ensure that IT resources are right-sized to meet current and future business requirements in a cost-effective manner. Activities are intended to optimize performance and efficiency, and to plan for and justify financial investments. MSM Capacity Management is concerned with identifying, recording and reporting on capacity related issues, performance, trends and outcomes. For example:

  • Disk space shortage
  • Network performance
  • Lack of staff resource
  • Staff training issues
  • Capacity of an organization’s processes performance

MSM Supplier and Contract ManagementHaving a central repository and an enterprise-wide, structured process to manage contract creation, management, auditing, approval, and execution can be complex with high consequences to not getting it right. With risk to both reputation and finances (for example missing critical renewal and termination dates) MSM Contract Management functionality has been designed to address this issue.

  • A central repository and an enterprise-wide, structured process to manage contract creation and execution
  • Automated workflow for contract review and approvals
  • The ability to effectively manage contract milestones via automated alerts
  •  Obligations management capabilities and key performance indicators to improve contract compliance and performance
  •  Modify documents with word
  •  Set up proactive reminders and calendar alerts to ensure no important contract dates or milestones are missed.
  •  Contract Financial value recording & reporting

Marval PowerBI Datasets and portal access

Power BI enables service management teams to analyze data more effectively, monitor KPIs, plan resources, make predictions, and collaborate more effectively.

Empower Service Management Teams with Data-Driven Culture through Business Intelligence

Why PowerBI?

  • Power BI simplifies complex data analysis for service management teams with its data visualization tools like charts, graphs, and dashboards. It’s especially beneficial for handling large volumes of data and spotting trends and patterns.
  • Power BI enables real-time KPI tracking for service management teams with custom dashboards displaying response times, resolution rates, and customer satisfaction scores. This allows improved monitoring and service performance.
  • Power BI optimizes resource allocation for service management teams by providing capacity planning tools based on demand patterns and service usage data.
    Power BI’s predictive analytics tool enables service management teams to use historical data to anticipate future demand and service needs. This proactive planning approach helps prevent potential issues before they occur.
  • Power BI’s cloud-based platform fosters real-time collaboration across teams and departments, allowing service management teams to make data-driven decisions together and increase their overall effectiveness

Marval’s Standard Reporting Service

Transforming service management data into valuable insights has never been easier with Marval’s reporting service. You’ll gain access to our dedicated Public Portal that offers a broad range of standard report templates with translation layers. These templates make it effortless for Power BI authors to understand data and enhance reports whenever necessary. Our comprehensive pack of PowerBI reports mirrors the SDI 2019 Report pack, ensuring you have everything you need. Our portal provides detailed instructions and guiding documentation for seamlessly deploying reports into your Microsoft Power BI server instance. But we don’t just leave you to it! Our regular training sessions will ensure you have the knowledge and support you need to maximize the full potential of our solution. With Marval’s reporting service, you can quickly create a data-driven culture that empowers you to make smarter, informed decisions.

How to start?

  1. Contact your Marval sales manager
  2. Install PowerBI if you haven’t done already
  3. Check your security policy in PowerBI
  4. Connect PowerBI to MSM (needs: URL, thed name of the SQL database, and the SQL account details)
  5. Marval provides access to Marval’s reporting public portal
  6. Use the SDI reports