{"id":618,"date":"2025-03-10T20:20:31","date_gmt":"2025-03-10T20:20:31","guid":{"rendered":"https:\/\/www.marvalnorthamerica.com\/?page_id=618"},"modified":"2025-04-30T17:53:57","modified_gmt":"2025-04-30T17:53:57","slug":"msm-specs","status":"publish","type":"page","link":"https:\/\/www.marvalnorthamerica.com\/?page_id=618","title":{"rendered":"Marval MSM Software &#8211; Technical Details"},"content":{"rendered":"\n<div class=\"wp-block-cover\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"408\" class=\"wp-block-cover__image-background wp-image-788 size-full\" alt=\"\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/5_1920x411.png\" style=\"object-position:8% 52%\" data-object-fit=\"cover\" data-object-position=\"8% 52%\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/5_1920x411.png 1920w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/5_1920x411-300x64.png 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/5_1920x411-1024x218.png 1024w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/5_1920x411-768x163.png 768w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/5_1920x411-1536x326.png 1536w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-vivid-green-cyan-background-color has-background-dim-100 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-right has-primary-color has-text-color has-link-color has-xx-large-font-size wp-elements-891f9d77fa8b70edc6fa08e676ec30f7 wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--80)\">Marval <strong>MSM<\/strong><br>Technical Details<\/p>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-7387b849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:90%\">\n<h2 class=\"wp-block-heading\">Marval&#8217;s MSM Software &#8211; the easy way to manage all requests for service.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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&#8217; 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:clamp(0.875rem, 0.875rem + ((1vw - 0.2rem) * 0.6), 1.25rem);\">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:<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-7387b849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:90%\"><div class=\"alignnone\"><style>#sp-ea-606 .spcollapsing { height: 0; overflow: hidden; transition-property: height;transition-duration: 300ms;}#sp-ea-606{ position: relative; }#sp-ea-606 .ea-card{ opacity: 0;}#eap-preloader-606{ position: absolute; left: 0; top: 0; height: 100%;width: 100%; text-align: center;display: flex; align-items: center;justify-content: center;}#sp-ea-606.sp-easy-accordion>.sp-ea-single {margin-bottom: 10px; border: 1px solid #e2e2e2; }#sp-ea-606.sp-easy-accordion>.sp-ea-single>.ea-header a {color: #08405d;}#sp-ea-606.sp-easy-accordion>.sp-ea-single>.sp-collapse>.ea-body {background: #fff; color: #000000;}#sp-ea-606.sp-easy-accordion>.sp-ea-single {background: #e4e5ec;}#sp-ea-606.sp-easy-accordion>.sp-ea-single>.ea-header a .ea-expand-icon { float: left; color: #444;font-size: 16px;}<\/style><div id=\"sp_easy_accordion-1741633601\"><div id=\"sp-ea-606\" class=\"sp-ea-one sp-easy-accordion\" data-ea-active=\"ea-click\" data-ea-mode=\"vertical\" data-preloader=\"1\" data-scroll-active-item=\"1\" data-offset-to-scroll=\"0\"><div id=\"eap-preloader-606\" class=\"accordion-preloader\"><img decoding=\"async\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/plugins\/easy-accordion-free\/public\/assets\/ea_loader.svg\" alt=\"Loader image\"\/><\/div><div class=\"ea-card ea-expand sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6060\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6060\" aria-controls=\"collapse6060\" href=\"#\" rel=nofollow aria-expanded=\"true\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-minus\"><\/i> Technical Overview<\/a><\/h3><div class=\"sp-collapse spcollapse collapsed show\" id=\"collapse6060\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6060\"> <div class=\"ea-body\"><ul><li>100% web based zero footprint client with no required downloads (compatible with Edge, Chrome, and Firefox &#8211; latest versions)<\/li><li>Built on Microsoft.NET Framework v4.8<\/li><li>Highly scalable architecture<\/li><li>Intelligent application server load balancing<\/li><li>High-speed performance<\/li><li>High resilience architecture with full cluster support<\/li><li>Comprehensive web services for application\/data interoperability<\/li><li>LDAP connector (AD, eDirectory, Azure)<\/li><li>Supporting application authentication, Windows single sign-on, LDAP, Azure, ADFS, SAML, OKTA, and custom authentication etc.<\/li><li>Asset Discovery Integrator (ADI) for connectivity to a broad range of asset discovery tools (SCCM\/SCOM, Lansweeper, etc.)<\/li><li>Multi-language support (including multi-byte characters sets)<\/li><li>Full time zone support (all times and escalations are managed in local time)<\/li><li>Full reporting suite of ITSM standard reports, PowerBI reporting<\/li><li>Knowledge Management options using self-learning technology<\/li><li>Denormalisation and Elasticsearch full-text indexing<\/li><li>Customizable self-service portal<\/li><li>Intelligent SNMP connector for integration with 3rd party systems event monitors<\/li><li>Inbound and outbound email connectors (Integrates with industry standard SMTP\/EWS {Basic and OAuth authentication} email systems and POP3\/IMAP4\/EWS {Basic and OAuth authentication} for inbound email)<\/li><li>CLAM Antivirus service for attachments<\/li><li>Amazon AWS S3 and Azure storage support<\/li><li>MSM documentation set and online help<\/li><\/ul><p><a name=\"2\"><\/a><\/p><div style=\"float: right\"><a href=\"#top\"><span style=\"font-size: 15px;color: #08405d\">\u25b2<\/span><\/a><\/div><\/div><\/div><\/div><div class=\"ea-card sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6061\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6061\" aria-controls=\"collapse6061\" href=\"#\" rel=nofollow aria-expanded=\"false\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-plus\"><\/i> Deployment<\/a><\/h3><div class=\"sp-collapse spcollapse \" id=\"collapse6061\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6061\"> <div class=\"ea-body\"><p>It has always been Marval&#8217;s directive to provide real choice for its customers &#8211; 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.<\/p><p><strong>Marval MSM Product Choice<\/strong><\/p><ul><li>100% web-based, innovative, technologically advanced products to meet customer ITSM maturity and budget<\/li><li>Entry level to enterprise solutions (MSD, MSD+, MSM)<\/li><\/ul><p><strong>Marval MSM Deployment Options<\/strong><\/p><ul><li>On-premise<\/li><li>Cloud (Software as a Service) customer hosted<\/li><li>Cloud (Software as a Service) Marval North America hosted<\/li><\/ul><p><strong>Marval MSM Licensing Options &#8211; Perpetual or Subscription<\/strong><\/p><ul><li>Named<\/li><li>Concurrent<\/li><li>Mixed<\/li><\/ul><p><a name=\"3\"><\/a><\/p><div style=\"float: right\"><a href=\"#top\"><span style=\"font-size: 15px;color: #08405d\">\u25b2<\/span><\/a><\/div><\/div><\/div><\/div><div class=\"ea-card sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6062\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6062\" aria-controls=\"collapse6062\" href=\"#\" rel=nofollow aria-expanded=\"false\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-plus\"><\/i> Implementation<\/a><\/h3><div class=\"sp-collapse spcollapse \" id=\"collapse6062\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6062\"> <div class=\"ea-body\"><div class=\"column small-12\"><div id=\"marval-itsm-software-implementation\" class=\"row child\"><div class=\"column small-12 large-6\"><p>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.<\/p><p>With Marval&#8217;s IT service management software implementation process and procedures, customers&#8217; valuable staff resources don&#8217;t have to be spent building and tailoring the solution: It&#8217;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.<\/p><p>Our implementation procedures focus on customers&#8217; 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.<\/p><p>The project implementation approach includes a detailed project plan defining activities and delivery milestones for both the customer and Marval.<\/p><p>For example, an implementation package may include:<\/p><ul><li>Pre-implementation scoping and classification workshops<\/li><li>Prototype phase<\/li><li>Operational and administration training phase<\/li><li>User Acceptance Testing and go-live phases<\/li><\/ul><p>&nbsp;<\/p><\/div><\/div><\/div><p><a name=\"4\"><\/a><\/p><div style=\"float: right\"><a href=\"#top\"><span style=\"font-size: 15px;color: #08405d\">\u25b2<\/span><\/a><\/div><\/div><\/div><\/div><div class=\"ea-card sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6063\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6063\" aria-controls=\"collapse6063\" href=\"#\" rel=nofollow aria-expanded=\"false\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-plus\"><\/i> Support for ITSM Best Practice and Standards<\/a><\/h3><div class=\"sp-collapse spcollapse \" id=\"collapse6063\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6063\"> <div class=\"ea-body\"><p>MSM is Marval&#8217;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 &#8211; you choose which process to adopt and when.<\/p><p>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.<\/p><p>MSM software will:<\/p><ul><li>Provide full auditable request history<\/li><li>Facilitate communication with customer<\/li><li>Accommodate all process request types and operational procedures<\/li><li>Improve consistency in the quality of service by support teams<\/li><li>Provide a framework for measuring and improving<\/li><li>Demonstrate compliancy, both contractual and regulatory<\/li><li>Promote innovation, productivity and competitive advantage<\/li><\/ul><p><a name=\"5\"><\/a><\/p><div style=\"float: right\"><a href=\"#top\"><span style=\"font-size: 15px;color: #08405d\">\u25b2<\/span><\/a><\/div><\/div><\/div><\/div><div class=\"ea-card sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6064\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6064\" aria-controls=\"collapse6064\" href=\"#\" rel=nofollow aria-expanded=\"false\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-plus\"><\/i> Support and Maintenance <\/a><\/h3><div class=\"sp-collapse spcollapse \" id=\"collapse6064\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6064\"> <div class=\"ea-body\"><p>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.<\/p><p>Our development program focuses on how we can help our customers to:<\/p><ul><li>Reduce their operational costs by providing software enhancements that include time-saving features<\/li><li>Maintain and retain their customers<\/li><li>Provide improved management reporting to the business<\/li><li>Improve controls and accountability<\/li><\/ul><p>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&#8217;s worldwide network of authorized distributors.<\/p><p>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.<\/p><p>Marval&#8217;s standard MSM support service program ensures:<\/p><ul><li>Customers automatically receive the latest enhanced release of MSM software<\/li><li>Access to highly skilled and experienced service desk personnel and product specialists to provide advice and\u00a0 answer your queries<\/li><li>Access to free customer workshops<\/li><li>Knowledge transfer between customers and from Marval experts<\/li><li>Dedicated customer relationship function<\/li><\/ul><p><a name=\"6\"><\/a><\/p><div style=\"float: right\"><a href=\"#top\"><span style=\"font-size: 15px;color: #08405d\">\u25b2<\/span><\/a><\/div><\/div><\/div><\/div><div class=\"ea-card sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6065\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6065\" aria-controls=\"collapse6065\" href=\"#\" rel=nofollow aria-expanded=\"false\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-plus\"><\/i> Independent Product Certification<\/a><\/h3><div class=\"sp-collapse spcollapse \" id=\"collapse6065\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6065\"> <div class=\"ea-body\"><p>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.<\/p><p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-611 size-medium\" style=\"float: left\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/03\/159_715x470-300x197.jpg\" alt=\"AXELOS Process Compliant Software\" width=\"300\" height=\"197\" \/>To 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.<\/p><p>Compliance has been confirmed for the following: Change Management, Incident Management, Problem Management, Release &amp; Deployment Management, Request Fulfillment, Service Catalogue Management, Service Level Management, Service Portfolio Management, Knowledge Management, Availability Management, Capacity Management, Event Management, Service Asset &amp; Configuration Management, Asset Management, Financial Management, and IT Service Continuity Management.<\/p><p><a name=\"7\"><\/a><\/p><div style=\"float: right\"><a href=\"#top\"><span style=\"font-size: 15px;color: #08405d\">\u25b2<\/span><\/a><\/div><\/div><\/div><\/div><div class=\"ea-card sp-ea-single\"><h3 class=\"ea-header\"><a class=\"collapsed\" id=\"ea-header-6066\" role=\"button\" data-sptoggle=\"spcollapse\" data-sptarget=\"#collapse6066\" aria-controls=\"collapse6066\" href=\"#\" rel=nofollow aria-expanded=\"false\" tabindex=\"0\"><i aria-hidden=\"true\" role=\"presentation\" class=\"ea-expand-icon eap-icon-ea-expand-plus\"><\/i> Integrations<\/a><\/h3><div class=\"sp-collapse spcollapse \" id=\"collapse6066\" data-parent=\"#sp-ea-606\" role=\"region\" aria-labelledby=\"ea-header-6066\"> <div class=\"ea-body\"><p>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.<\/p><ul><li>Directory Services<\/li><li>Network Security &amp; Monitoring<\/li><li>Asset &amp; Infrastructure Management<\/li><li>Knowledge Management<\/li><li>Unified Communications<\/li><li>Business Applications<\/li><li>Inbound \/ Outbound Email<\/li><li>Calendar<\/li><\/ul><section class=\"centered-text \"><div class=\"row align-center\"><div class=\"xlarge-6 large-6 medium-8 small-12 columns\"><div class=\"content\"><p>Marval also provides a wide range of integration utilities and methods. In addition to standard WEB Services, integration methods include:<\/p><ul><li>ASP.NET SignalR<\/li><li>Email business rules engine<\/li><li>Command line utilities for data import, export, and update<\/li><\/ul><p>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:<\/p><ul><li>Write plugins (asp.net, Javascript ) that can appear on, interact with and extend on<br \/>almost any web page within Marval:<\/li><li>Create and add new features to your Marval environment giving you a more bespoke feel<\/li><li>Allow customers to quickly build, change and integrate new features<\/li><li>Allow others to learn and contribute to the Marval platform<\/li><\/ul><\/div><\/div><\/div><\/section><section class=\"cta-bar\"><div class=\"row\"><\/div><\/section><p>In order to make your life easier, we created off-the-shelf integration for Marval with:<\/p><ul><li>Real-time setup for interfaces with AD for directory replication (inbound) supported software:<br \/>Microsoft Active Directory, NetIQ eDirectory, Okta Directory, Microsoft Entra ID<\/li><li>EWS, Pop3, IMAP4, or MSGraph (for OAUTH) for Mail Import (inbound)<\/li><li>SMTP, EWS, or MS Graph (for OAUTH) for Notifications (outbound)<\/li><li>Action Message Rules for outbound (email, SMS) notification.<\/li><li>Slack Plugin outbound to publish a request&#8217;s details to a specific workspace in Slack<\/li><li>JIRA plugin outbound to Create, View, Link and Unlink JIRA issues from within MSM.<\/li><li>Bomgar Plug-in outbound to Create a Bomgar session from any request.<\/li><li>UC\/OLA\/SLA Breach Monitor \u2013 escalation scripts to send outbound email notifications per breach point (e.g., 50%, 75%, 100%) for both request response and fix times<\/li><\/ul><p>MSM provides you with many options to integrate your data with MSM, and we have integrated with the following software:<\/p><table><tbody><tr><td>JIRA<\/td><td>This 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.<\/td><\/tr><tr><td>Slack<\/td><td>This plugin allows you to publish a request&#8217;s details to a specific workspace in Slack. You can associate chats with a published request.<\/td><\/tr><tr><td>Bomgar<\/td><td>This 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.<\/td><\/tr><tr><td>Microsoft Teams<\/td><td>When 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.<\/td><\/tr><tr><td>Microsoft Sharepoint<\/td><td>Publish process documents from MSM to MS SharePoint for Knowledge Management.<\/td><\/tr><tr><td>Microsoft Project<\/td><td>Integrated project files in MSM with MS Project.<\/td><\/tr><tr><td>Prebuilt Custom Authentication Providers<\/td><td>MS Windows, ADFS, LDAP, Azure AD, SAML 2.0, Open ID, and support for creating your own Custom Authentication Provider.<\/td><\/tr><tr><td>SAP, Salesforce, other CRM<\/td><td>MSM reads user and CI data from the data source, using the update ability of SOAP web service to insert new people\/CIs into MSM.<\/td><\/tr><tr><td>Calendar integration<\/td><td>Publish\/export MSM scheduled requests in iCalendar format.<\/td><\/tr><tr><td>CMDB and Asset Discovery integration<\/td><td>Microsoft Configuration Manager (formerly SCCM), Lansweeper, Microsoft SCOM, Zenworks, Altiris, Bytes Snow, BMC Track-It!, Kaseya, N-Able, CiscoWorks LMS \u2013 (Sybase backend), Microsoft MAP Toolkit \u2013 (Local DB)<\/td><\/tr><tr><td>Windows Remote Desktop Protocol, LogMeIn<\/td><td>Integration with remote desktop tools for remote control of devices.<\/td><\/tr><tr><td>Avaya<\/td><td>MSM provides an interface using SOAP based web services to communicate with CTI (Computer Telephony Integration) systems via HTTP or HTTPS.<\/td><\/tr><\/tbody><\/table><p>&nbsp;<\/p><table style=\"margin-left: auto;margin-right: auto;padding: 10px;width: 100%\"><tbody><tr><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-827\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/e-integrations-itsm.jpg\" alt=\"\" width=\"61\" height=\"59\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/e-integrations-itsm.jpg 364w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/e-integrations-itsm-300x288.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/e-integrations-itsm-62x60.jpg 62w\" sizes=\"auto, (max-width: 61px) 100vw, 61px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-828\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ical-integrations-itsm.jpg\" alt=\"\" width=\"67\" height=\"67\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ical-integrations-itsm.jpg 256w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ical-integrations-itsm-150x150.jpg 150w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ical-integrations-itsm-50x50.jpg 50w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ical-integrations-itsm-60x60.jpg 60w\" sizes=\"auto, (max-width: 67px) 100vw, 67px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-829\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/office-365-integrations-itsm.jpg\" alt=\"\" width=\"157\" height=\"35\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/office-365-integrations-itsm.jpg 725w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/office-365-integrations-itsm-300x67.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/office-365-integrations-itsm-270x60.jpg 270w\" sizes=\"auto, (max-width: 157px) 100vw, 157px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-837\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/jira-integration-itsm-marvla.png\" alt=\"\" width=\"170\" height=\"22\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/jira-integration-itsm-marvla.png 600w, 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src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/bomgar-integration-itsm-marval.png\" alt=\"\" width=\"153\" height=\"39\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/bomgar-integration-itsm-marval.png 311w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/bomgar-integration-itsm-marval-300x76.png 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/bomgar-integration-itsm-marval-236x60.png 236w\" sizes=\"auto, (max-width: 153px) 100vw, 153px\" \/><\/td><\/tr><tr><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-840\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-active-directory-integration-itsm-marval.png\" alt=\"\" width=\"56\" height=\"60\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-active-directory-integration-itsm-marval.png 113w, 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decoding=\"async\" class=\"alignleft wp-image-845\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/op5-monitor-integration-itsm-marval.png\" alt=\"\" width=\"91\" height=\"51\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/op5-monitor-integration-itsm-marval.png 254w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/op5-monitor-integration-itsm-marval-106x60.png 106w\" sizes=\"auto, (max-width: 91px) 100vw, 91px\" \/><\/td><\/tr><tr><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-846\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ca-technologies-identity-manager-integration-itsm.jpg\" alt=\"\" width=\"73\" height=\"68\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/ca-technologies-identity-manager-integration-itsm.jpg 212w, 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decoding=\"async\" class=\"alignleft wp-image-848\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/nagios-integrations-itsm.jpg\" alt=\"\" width=\"140\" height=\"37\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/nagios-integrations-itsm.jpg 553w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/nagios-integrations-itsm-300x79.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/nagios-integrations-itsm-227x60.jpg 227w\" sizes=\"auto, (max-width: 140px) 100vw, 140px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-849\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/solarwinds-integrations-itsm.jpg\" alt=\"\" width=\"149\" height=\"36\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/solarwinds-integrations-itsm.jpg 599w, 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loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-851\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/altiris-integrations-itsm.jpg\" alt=\"\" width=\"119\" height=\"34\" \/><\/td><\/tr><tr><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-825\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/integrations-itsm.jpg\" alt=\"\" width=\"67\" height=\"67\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/integrations-itsm.jpg 225w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/integrations-itsm-150x150.jpg 150w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/integrations-itsm-50x50.jpg 50w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/integrations-itsm-60x60.jpg 60w\" sizes=\"auto, (max-width: 67px) 100vw, 67px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-852\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/hp-universal-cmdb-integrations-itsm.jpg\" alt=\"\" width=\"158\" height=\"23\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-853\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/kps-integrations-itsm.jpg\" alt=\"\" width=\"168\" height=\"39\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/kps-integrations-itsm.jpg 600w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/kps-integrations-itsm-300x70.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/kps-integrations-itsm-258x60.jpg 258w\" sizes=\"auto, (max-width: 168px) 100vw, 168px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-817\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/comaround-integrations-itsm.jpg\" alt=\"\" width=\"153\" height=\"34\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-819\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-dynamics-integrations-itsm.jpg\" alt=\"\" width=\"179\" height=\"35\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-dynamics-integrations-itsm.jpg 836w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-dynamics-integrations-itsm-300x59.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-dynamics-integrations-itsm-768x151.jpg 768w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/microsoft-dynamics-integrations-itsm-305x60.jpg 305w\" sizes=\"auto, (max-width: 179px) 100vw, 179px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-818\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/cisco-integrations-itsm.jpg\" alt=\"\" width=\"111\" height=\"63\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/cisco-integrations-itsm.jpg 1278w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/cisco-integrations-itsm-300x169.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/cisco-integrations-itsm-1024x576.jpg 1024w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/cisco-integrations-itsm-768x432.jpg 768w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/cisco-integrations-itsm-106x60.jpg 106w\" sizes=\"auto, (max-width: 111px) 100vw, 111px\" \/><\/td><\/tr><tr><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-826\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/google-calendar-integrations-itsm.jpg\" alt=\"\" width=\"82\" height=\"59\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/google-calendar-integrations-itsm.jpg 385w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/google-calendar-integrations-itsm-300x215.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/google-calendar-integrations-itsm-83x60.jpg 83w\" sizes=\"auto, (max-width: 82px) 100vw, 82px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-821\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sugar-crm-integrations-itsm.jpg\" alt=\"\" width=\"158\" height=\"19\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sugar-crm-integrations-itsm.jpg 574w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sugar-crm-integrations-itsm-300x36.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sugar-crm-integrations-itsm-499x60.jpg 499w\" sizes=\"auto, (max-width: 158px) 100vw, 158px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-822\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/oracle-integrations-itsm.jpg\" alt=\"\" width=\"162\" height=\"22\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/oracle-integrations-itsm.jpg 688w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/oracle-integrations-itsm-300x41.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/oracle-integrations-itsm-439x60.jpg 439w\" sizes=\"auto, (max-width: 162px) 100vw, 162px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-823\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sap-integrations-itsm.jpg\" alt=\"\" width=\"105\" height=\"52\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sap-integrations-itsm.jpg 529w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sap-integrations-itsm-300x149.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/sap-integrations-itsm-121x60.jpg 121w\" sizes=\"auto, (max-width: 105px) 100vw, 105px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-824\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/service-now-integrations-itsm.jpg\" alt=\"\" width=\"176\" height=\"26\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/service-now-integrations-itsm.jpg 745w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/service-now-integrations-itsm-300x44.jpg 300w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/service-now-integrations-itsm-406x60.jpg 406w\" sizes=\"auto, (max-width: 176px) 100vw, 176px\" \/><\/td><td><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-820\" src=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/lagan-integrations-itsm.jpg\" alt=\"\" width=\"127\" height=\"46\" srcset=\"https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/lagan-integrations-itsm.jpg 199w, https:\/\/www.marvalnorthamerica.com\/wp-content\/uploads\/2025\/04\/lagan-integrations-itsm-165x60.jpg 165w\" sizes=\"auto, (max-width: 127px) 100vw, 127px\" \/><\/td><\/tr><\/tbody><\/table><\/div><\/div><\/div><script type=\"application\/ld+json\">{ \"@context\": \"https:\/\/schema.org\", \"@type\": \"FAQPage\", \"@id\": \"sp-ea-schema-606-6aa777f1abaf3\", \"mainEntity\": [{ \"@type\": \"Question\", \"name\": \"Technical Overview\", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"<ul><li>100% web based zero footprint client with no required downloads (compatible with Edge, Chrome, and Firefox - latest versions)<\/li><li>Built on Microsoft.NET Framework v4.8<\/li><li>Highly scalable architecture<\/li><li>Intelligent application server load balancing<\/li><li>High-speed performance<\/li><li>High resilience architecture with full cluster support<\/li><li>Comprehensive web services for application\/data interoperability<\/li><li>LDAP connector (AD, eDirectory, Azure)<\/li><li>Supporting application authentication, Windows single sign-on, LDAP, Azure, ADFS, SAML, OKTA, and custom authentication etc.<\/li><li>Asset Discovery Integrator (ADI) for connectivity to a broad range of asset discovery tools (SCCM\/SCOM, Lansweeper, etc.)<\/li><li>Multi-language support (including multi-byte characters sets)<\/li><li>Full time zone support (all times and escalations are managed in local time)<\/li><li>Full reporting suite of ITSM standard reports, PowerBI reporting<\/li><li>Knowledge Management options using self-learning technology<\/li><li>Denormalisation and Elasticsearch full-text indexing<\/li><li>Customizable self-service portal<\/li><li>Intelligent SNMP connector for integration with 3rd party systems event monitors<\/li><li>Inbound and outbound email connectors (Integrates with industry standard SMTP\/EWS {Basic and OAuth authentication} email systems and POP3\/IMAP4\/EWS {Basic and OAuth authentication} for inbound email)<\/li><li>CLAM Antivirus service for attachments<\/li><li>Amazon AWS S3 and Azure storage support<\/li><li>MSM documentation set and online help<\/li><\/ul><div>\u25b2<\/div>\" } },{ \"@type\": \"Question\", \"name\": \"Deployment\", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"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.<strong>Marval MSM Product Choice<\/strong><ul><li>100% web-based, innovative, technologically advanced products to meet customer ITSM maturity and budget<\/li><li>Entry level to enterprise solutions (MSD, MSD+, MSM)<\/li><\/ul><strong>Marval MSM Deployment Options<\/strong><ul><li>On-premise<\/li><li>Cloud (Software as a Service) customer hosted<\/li><li>Cloud (Software as a Service) Marval North America hosted<\/li><\/ul><strong>Marval MSM Licensing Options - Perpetual or Subscription<\/strong><ul><li>Named<\/li><li>Concurrent<\/li><li>Mixed<\/li><\/ul><div>\u25b2<\/div>\" } },{ \"@type\": \"Question\", \"name\": \"Implementation\", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"<div><div><div>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:<ul><li>Pre-implementation scoping and classification workshops<\/li><li>Prototype phase<\/li><li>Operational and administration training phase<\/li><li>User Acceptance Testing and go-live phases<\/li><\/ul>&nbsp;<\/div><\/div><\/div><div>\u25b2<\/div>\" } },{ \"@type\": \"Question\", \"name\": \"Support for ITSM Best Practice and Standards\", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"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:<ul><li>Provide full auditable request history<\/li><li>Facilitate communication with customer<\/li><li>Accommodate all process request types and operational procedures<\/li><li>Improve consistency in the quality of service by support teams<\/li><li>Provide a framework for measuring and improving<\/li><li>Demonstrate compliancy, both contractual and regulatory<\/li><li>Promote innovation, productivity and competitive advantage<\/li><\/ul><div>\u25b2<\/div>\" } },{ \"@type\": \"Question\", \"name\": \"Support and Maintenance \", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"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:<ul><li>Reduce their operational costs by providing software enhancements that include time-saving features<\/li><li>Maintain and retain their customers<\/li><li>Provide improved management reporting to the business<\/li><li>Improve controls and accountability<\/li><\/ul>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:<ul><li>Customers automatically receive the latest enhanced release of MSM software<\/li><li>Access to highly skilled and experienced service desk personnel and product specialists to provide advice and\u00a0 answer your queries<\/li><li>Access to free customer workshops<\/li><li>Knowledge transfer between customers and from Marval experts<\/li><li>Dedicated customer relationship function<\/li><\/ul><div>\u25b2<\/div>\" } },{ \"@type\": \"Question\", \"name\": \"Independent Product Certification\", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"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. To 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 &amp; Deployment Management, Request Fulfillment, Service Catalogue Management, Service Level Management, Service Portfolio Management, Knowledge Management, Availability Management, Capacity Management, Event Management, Service Asset &amp; Configuration Management, Asset Management, Financial Management, and IT Service Continuity Management.<div>\u25b2<\/div>\" } },{ \"@type\": \"Question\", \"name\": \"Integrations\", \"acceptedAnswer\": { \"@type\": \"Answer\", \"text\": \"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.<ul><li>Directory Services<\/li><li>Network Security &amp; Monitoring<\/li><li>Asset &amp; Infrastructure Management<\/li><li>Knowledge Management<\/li><li>Unified Communications<\/li><li>Business Applications<\/li><li>Inbound \/ Outbound Email<\/li><li>Calendar<\/li><\/ul><div><div><div>Marval also provides a wide range of integration utilities and methods. In addition to standard WEB Services, integration methods include:<ul><li>ASP.NET SignalR<\/li><li>Email business rules engine<\/li><li>Command line utilities for data import, export, and update<\/li><\/ul>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:<ul><li>Write plugins (asp.net, Javascript ) that can appear on, interact with and extend on almost any web page within Marval:<\/li><li>Create and add new features to your Marval environment giving you a more bespoke feel<\/li><li>Allow customers to quickly build, change and integrate new features<\/li><li>Allow others to learn and contribute to the Marval platform<\/li><\/ul><\/div><\/div><\/div><div><\/div>In order to make your life easier, we created off-the-shelf integration for Marval with:<ul><li>Real-time setup for interfaces with AD for directory replication (inbound) supported software: Microsoft Active Directory, NetIQ eDirectory, Okta Directory, Microsoft Entra ID<\/li><li>EWS, Pop3, IMAP4, or MSGraph (for OAUTH) for Mail Import (inbound)<\/li><li>SMTP, EWS, or MS Graph (for OAUTH) for Notifications (outbound)<\/li><li>Action Message Rules for outbound (email, SMS) notification.<\/li><li>Slack Plugin outbound to publish a request's details to a specific workspace in Slack<\/li><li>JIRA plugin outbound to Create, View, Link and Unlink JIRA issues from within MSM.<\/li><li>Bomgar Plug-in outbound to Create a Bomgar session from any request.<\/li><li>UC\/OLA\/SLA Breach Monitor \u2013 escalation scripts to send outbound email notifications per breach point (e.g., 50%, 75%, 100%) for both request response and fix times<\/li><\/ul>MSM provides you with many options to integrate your data with MSM, and we have integrated with the following software: JIRA This 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. Slack This plugin allows you to publish a request's details to a specific workspace in Slack. You can associate chats with a published request. Bomgar This 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 Teams When 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 Sharepoint Publish process documents from MSM to MS SharePoint for Knowledge Management. Microsoft Project Integrated project files in MSM with MS Project. Prebuilt Custom Authentication Providers MS Windows, ADFS, LDAP, Azure AD, SAML 2.0, Open ID, and support for creating your own Custom Authentication Provider. SAP, Salesforce, other CRM MSM 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 integration Publish\/export MSM scheduled requests in iCalendar format. CMDB and Asset Discovery integration Microsoft Configuration Manager (formerly SCCM), Lansweeper, Microsoft SCOM, Zenworks, Altiris, Bytes Snow, BMC Track-It!, Kaseya, N-Able, CiscoWorks LMS \u2013 (Sybase backend), Microsoft MAP Toolkit \u2013 (Local DB) Windows Remote Desktop Protocol, LogMeIn Integration with remote desktop tools for remote control of devices. Avaya MSM provides an interface using SOAP based web services to communicate with CTI (Computer Telephony Integration) systems via HTTP or HTTPS. &nbsp;\" } }] }<\/script><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Marval&#8217;s MSM Software &#8211; 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-618","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=\/wp\/v2\/pages\/618","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=618"}],"version-history":[{"count":16,"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=\/wp\/v2\/pages\/618\/revisions"}],"predecessor-version":[{"id":933,"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=\/wp\/v2\/pages\/618\/revisions\/933"}],"wp:attachment":[{"href":"https:\/\/www.marvalnorthamerica.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=618"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}