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.


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MSM user-defined graphical workflow and task dependencies provide a structured approach to request management.

User-definable, drag-and-drop workflows support all types of requests and ensure that the appropriate management controls are adhered to. You can define the order by which each stage should be completed and approved for each individual type of request.

Key features include:

  • User defined workflows
  • Workflows against workload types (e.g. equipment move, new user)
  • Graphical workflow displays
  • Privileged workflow state approval
  • Bottleneck workflow analysis
  • Automatic assignment to 'best specialist 'or team
  • Full audit trail
  • Sub-request generation and dependencies