Designed by the co-authors of ITIL and ISO/IEC 20000, MSM
encompasses full support for these standards and best practice
frameworks, MSM will meet an organisation's current and future
needs, IT Service Management maturity and budget.
MSM provides you with everything you need for a totally
integrated ITSM, service desk or helpdesk software solution that
can be used by your whole organisation.
Service Desk
MSM Service Desk provides an extensive range of advanced,
time-saving features to ensure that you deliver a world class
service, resolving and managing customer requests faster than ever
before. Whether you operate a small, medium, or enterprise-wide
service desk, MSM Service Desk is the right choice for you.
Use MSM for:
- Simple and easy call management with automatic screen filling
features
- Instant access to knowledge items
- Instant access to customer equipment, services and contract
details
- Automatic filtering on best choice classification codes
- Quickly checking for similar or matching requests
- Automatic selection of best support specialist or team
- User-configurable actions, classifications, workflows and
fields
- Automatic prioritisation, business impact and SLA setting
- Automatic email/SMS notifications to customers and service
staff throughout a request's lifecycle
- Powerful, easy to use, standard and user-definable
reporting
- Creating related major incidents in seconds
- Real-time colour coded management dashboards