Q: Do Marval offer a subscription-based pricing model,
such as Software As A Service (SaaS)?
A: Marval offer a cloud based Pay as You Go offering (SaaS).
This can either be delivered in the customers own private cloud or
can be supplied fully hosted by Marval itself.
"Pay as You Go" usage can also be supplied for on premise
solutions where customers want to run solutions on their own
infrastructure, but gain the benefit of paying for the system from
Operational Expenditure (OPEX) budgets rather than Capital
Expenditure ones (CAPEX).
Q: How long does it take to log a quick call, for
example a 'password reset'?
A: MSM provides a quick call function, which can record standard
calls and major incident requests in around 5 to 10 seconds. How we
achieve this is simple: you pre-configure how you want the call to
be handled, and MSM simply takes over and logs it, while at the
same time placing it into a 'closed state'. It also updates all the
internal service clocks and classifications.
Q: How many calls and assets can I store in
A: There are no hardcoded limits within the MSM system and the
system is only limited by the Relational database management system
(RDBMS) itself. Marval has customers with millions of requests and
similar numbers of contacts and assets.
Q: I am an outsource IT service supplier, what are the
benefits of my company using MSM software?
A: Because of extensive and thoughtful database development, you
can manage all of your customer contracts and service offerings in
one tool. You can present your customers with a web view of their
own service requests without the need to purchase additional
resources. Once your service or maintenance contract is in place
you can feel confident that your staff will be free to get on with
managing the service that your customers demand.
Q: I am just starting out and in the short-term, I only
want to set up a Service Desk to look after my customers. Can I use
the Marval tool just for this function?
A: Yes, MSM comes in 2 main editions - Essential and
Expert. Essential provides an entry point to basic helpdesk
functionality for the logging of incidents, service requests, SLA
monitoring and basic asset management. Once the customer
matures (or is ready) and decides to expand product usage into
areas such as change and release, capacity, business continuity,
etc - they can simply purchase an upgrade key by phone or email to
the Expert licence which enables this additional process support.
The main benefits are that all existing data is retained and the
customer can simply start exploiting the new functionality that
they are now ready to use.
Q: I am replacing my current help desk system, but
I want to retain some of the information stored in it, for example:
our customer details, classifications, priorities of some
solutions, etc. How can you help with this?
A: Marval provide extensive bulk import, export, and update
utilities for getting data in and out of the MSM system. As long as
you can extract your current data into a normalised,
comma-separated file we can transfer it between systems quickly and
Q: I currently use Crystal Reports with my current tool
but it's really difficult to use and requires different reports for
even a slight change. Does your tool allow this add-on reporting
A: A number of options exist. For customers who have their own
preferred corporate reporting tool e.g crystal reports, Business
Objects, etc, they can carry on to use this as Marval provides a
full Entity Relationship Model (ERM) showing where all the key data
is stored in the RDBMS. However, Marval has its own powerful
Reporting and Realtime Dashboard feature called Xtraction.
Xtraction is an easy to use, drag and drop style of product, which
allows reports that historically took hours to generate to be
created in minutes. In addition to this, MSM is also shipped with a
set of industry standard ITSM reports for monitoring standard
metrics (since 2015, an SDI Reporting Module has also become
Q: I have HP OpenView for monitoring my network and
disks, where all events go to several consoles. Can I import these
into MSM easily?
A: Yes. MSM supports and integrates to a large number of system
management, automation, and security tools, whose prime functions
are to monitor various aspects of your computer infrastructure (eg.
computers, networks, applications, and security access). Upon an
event being identified, many of these tools can generate an alert,
which can automatically be registered and updated in MSM, while at
the same time notifying support staff or third party support
Q: I have just purchased Microsoft SCCM/SCOM for
collecting asset information. Can I import this data into
A: Yes. Once you have decided what operational information you
want to pull into MSM you can map this data to be automatically
transferred over. In fact, MSM can be interfaced to ALL asset
discovery tools that store their data in a non-proprietary database
format. E.g. LAN Sweeper, SNOW, Tivoli, etc.
Q: I know to get my service working properly I need to
implement Incident, Problem, Asset and Config, but I don't have the
resources or funds to do it all at once. Can I implement them over
A: Yes, and we would normally recommend that our customers adopt
a phased approach. You can rest assured in the knowledge that when
ready to implement, all the components will work seamlessly
together in a single integrated environment.
Q: Is MSM a web application?
A: MSM a 100% web based system. Unlike many other ITSM systems
that offer reduced functionality in their WEB variants, MSM offers
all features on a browser agnostic platform. No downloads or Active
X components are needed. The application is delivered with 3 main
interfaces: Support Agent, Customer Self Service and a
multi-platform mobile interface for both end users and support
Q: Is MSM ITIL® compliant?
A: Marval's integrated IT Service Management (ITSM) software
solution, MSM has been successfully certified as ITIL process
compliant under the Axelos Swirl ITIL Software Scheme and Pink
VERIFY 2011 tool assessment process. It was the first product in
the market to achieve accreditation for all 15 processes on both
Q: Our biggest customer complaint is that we don't keep
them informed. How can the Marval solution help?
A: This is an important area where MSM can really help you. MSM
provides extensive and easy-to-use functions for automatically
keeping both support staff and the customer informed via e-mail (or
other communication platforms, including RSS, Twitter, etc). This
can be done automatically throughout the lifecycle of the request,
for example: when a request is first logged, when an engineer has
been called out, when a change request or task has been scheduled,
when the request is completed, etc. In fact, at any stage when you
feel the customer needs to be kept informed, you can trigger an a
Q: Why use MSM over the many other ITSM products that
A: Designed specifically for Service Management, MSM is
installed complete with pre-configured, customisable templates and
ITIL/Best Practice workflows as standard; so that your ITIL journey
to service excellence can begin immediately. Where many other tools
offer you a toolkit platform that can be developed over time to
meet any customers needs, this approach also makes some
- The customer has the knowledge of what best ITSM practices they
should be adopting
- They have the people/resources to conduct the work (even more
costs if this has to be outsourced back to the supplier)
- They have the time to develop the system to a satisfactory
"Phase 1" and are prepared to endure the continued lack of ITSM
tooling until this is done.
Of course in reality customers look for products because they
have a problem today, they are looking to a vendor to provide best
practice guidance and have limited time and resources to expend to
MSM is that "ITSM Experience in a box", allowing customers to get
live used "canned best practices" in the shortest times