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 (ITSM) 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.
Incident Management & Request Fulfilment
Disruptions to service (Incidents) and standard requests for
service are easily and quickly logged into MSM by telephone, email
or the web to ensure that service is delivered when the customer
Powerful and proactive features ensure a customer request is
quickly resolved at first point of contact.
Once logged in MSM, a customer request will never be lost,
forgotten or ignored. Customers and support staff are kept
informed and managers receive no surprises.
Marval customers use MSM for:
- Simple and easy incident and service request logging
- Automatic screen fill of user information
- Manual or automatic assignment to best specialist or team
- Manual or automatic prioritisation and business impact
- Automatic customer email/fax confirmation
- Quick closure for routine incidents (e.g. password resets)
- Required entry of closure codes and resolution