MSM IT Service Management Software

Functionality & Process Support

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.

Service Level Management

MSM offers the most powerful Service Level Agreement (SLA) and Operational Level Agreement (OLA) Management in the industry.

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.

Good Service Level Management is essential for building your service organisation'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 to:

  • Measure adherence to agreed customer service levels
  • Monitor and report on performance of 3rd party suppliers
  • Report on reasons for service breaches
  • Re-negotiate maintenance contracts
  • Match target achievement against customer satisfaction levels
  • Be notified of SLAs about to breach
  • Baseline existing services