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ITIL Process Support

ITIL Process Support

Certified for 16 ITIL processes

Customers wanting to introduce ITIL best practice processes in their organisations have a head start with Marval MSM. Designed and built from the ground up to be fully compatible and aligned with the ITIL framework, Marval MSM, an on-premise or cloud-based service management software, fully underpins an organisation’s service management approach. Support for all ITIL processes is included in the software as standard. Timing for the adoption and deployment of each process is determined by the customer to match their needs and maturity.

Following the launch of ITIL 4, Marval will be transforming its service management software in future releases to fully align with the new best practice framework.


MSM Service Desk

MSM provides a single point of contact to drive the highest levels of first contact resolution, request fulfilment and customer satisfaction. It is specifically designed to provide a great customer experience.


MSM Incident Management

The MSM incident process guides you through the complete life cycle from initial identification, recording, classification and investigation, through to resolution, call closure and communication


MSM Problem Management

Automate key processes related to Problem Management, including: Identify and Classify; Investigation and Analysis; Workaround and Known Error; Root Cause and Resolution.


MSM Change Management

Ensures that all changes are assessed, approved, implemented and reviewed in a controlled manner, with minimum disruption to IT services


MSM Release and Deployment Management

Ensure changes (e.g. to IT services, software, hardware, members of staff) are organised, scheduled and released into production with minimum risk and customer inconvenience.


MSM Event Management

The MSM Event Monitor allows events detected from systems management, network-monitoring tools and your own scripts to be automatically recorded and managed in MSM.


MSM Knowledge Management

The powerful knowledge management features can help your service desk team, and your customers, improve resolution times by providing a repository to successfully capture, structure, and reuse service information.

MSM Request Fulfilment

Streamline and automate common service requests. Users can easily select the desired service from the MSM Service Catalogue and track progress of their request using the MSM web self-service portal..


MSM Service Asset and Configuration Management (CMDB)

MSM CMDB provides you with comprehensive and easy to use facilities for managing your organisation's assets, inventory, contracts, licenses, configurations, attachments and user configurable attributes.


MSM Service Portfolio Management

The  MSM Service Portfolio allows you to create and maintain the complete list of services (Catalogue Items) offered to customers with contractual commitments.


MSM Service Catalogue

Provides an actionable, easy-to-use service catalogue that presents to customers and organisational units only those specific services to which they are entitled.


MSM Service Level Management

MSM offers the most powerful Service Level Agreement (SLA), Operational Level Agreement (OLA) and Underpinning Contract (UC) management in the industry.


MSM Financial Management

MSM provides extensive features for tracking, managing, reporting and identifying costs within your support operation - helping ensure you gain value for money from your IT investment.


MSM Service Continuity

MSM provides a wide range of features to support your IT service continuity plan, helping you to ensure the business or organisation survives.


MSM Capacity Management

MSM Capacity management is the process used to manage your IT and Service Infrastructure to ensure that IT resources are sufficient to meet current and future business requirements in a cost-effective manner.


MSM Supplier and Contract Management

MSM provides central repository to effectively manage supplier contracts, maintenance and renewals that support the needs of the business.

Endless possibilities with Marval...

Whatever your aspirations might be, we have the technology, the expertise and the people to make them happen.

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