IT Service Management

The ITSM Tool, developed by ASAPPP, is a platform designed to efficiently manage incidents, requests, change management, root cause analysis (RCA), and tasks for small to large enterprises. According to the vendor, this software solution caters to the needs of IT professionals, service desk managers, IT managers, IT consultants, and IT service providers across various industries.

Key Features

Incident/Request Management: According to the vendor, users can create incidents and service requests using customizable templates. Service desk managers have the ability to assign tickets to resolution teams, escalate tickets, and set up auto-escalation. The tool enables tracking and monitoring of ticket resolution at all levels.

Change Management: The ITSM Tool allows for the creation of change management requests for incidents, requests, root cause analysis (RCA), and standalone changes. Users can utilize customizable change management forms and create and assign sub-tasks for change management requests. The platform also offers a customized approval workflow for change management requests and provides a convenient calendar view for upcoming scheduled changes.

Root Cause Analysis: Users can raise RCAs for incidents, changes, requests, and standalone issues. The ITSM Tool offers customizable input parameters for RCAs and facilitates the creation and assignment of tasks based on the identified root causes.

MIS, Reporting & Knowledge Management: The vendor states that users can create and manage a knowledge database, complete with attachments. The platform also provides customized inbuilt dashboards with graphical representation for data visualization. Users can create custom reports using simple menus and pin saved dashboards on a personalized dashboard page. Additionally, the tool offers customizable reports available for download in multiple formats.

Integration & Add-on Features: The ITSM Tool seamlessly integrates with other platforms such as ERP, HRMS, and ITSM, enhancing its functionality. It also offers additional features like chat, broadcast messages, task management, and communication channels, providing users with a comprehensive and collaborative experience.

Workflow Management: According to the vendor, the tool offers digital IT workflows to bridge the gap between traditional IT practices and modern business needs. It aims to provide a seamless customer experience through AI-driven self-service and automation of common issues. The platform also provides a unified, consumer-style employee service experience across IT, HR, Facilities, Finance, and Legal, along with cross-departmental digital workflows and self-service options for common issues. Moreover, it integrates DevOps with ITSM to reduce friction and risk.

Workforce Scheduling & Reporting System: The ITSM Tool facilitates shift scheduling for the workforce, complete with notifications and rescheduling options. It also enables geo tracking of employee in/out times with location tagging. The platform supports approval workflows for shift changes, swap requests, and time off/leave requests, and provides tracking and monitoring of attendance and resource allocation. Users can generate customized reports, dashboards, and quick view options for easy access to relevant information.