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.
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
- 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