Name: MSM
Price: 95 USD
Author: Marval Software

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Beta Testing

Continuous Integration

PHP Frameworks

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Document Generation

Emissions Management

Visitor Management

Whistleblowing

Enterprise

Accounting

SaaS Spend Management

Travel Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

Access Gateways

Cloud Migration

Cloud Storage

Data Center Cooling

Data Warehouse

Database-as-a-Service (DBaaS)

DevOps

Enterprise Service Bus

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

LAN Switches

Migration

Mobile Identity

Network Performance Monitoring

Open-Source Database

Privileged Access Management

Storage as a Service (STaaS)

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Point of Sale

Sales

Cloud Infrastructure Entitlement Management

Secure Service Edge (SSE)

Security

Apparel

Banking

Equation Editors

Internet of Medical Things

Medical Office EMR & EHR

Mental Health

Online Ordering

eDiscovery

Vertical-Specific

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Marval Service Management (MSM) is an IT service management (ITSM) solution designed to streamline and optimize IT service delivery. According to the vendor, MSM caters to the needs of IT managers, human resource managers, facilities and estates managers, and finance managers across various industries. By providing a range of features and functionalities, MSM aims to empower businesses to efficiently manage service requests, incidents, tasks, assets, service levels, knowledge items, and more, with the goal of enhancing productivity and customer satisfaction.

## Key Features

**Service Request Management**: According to the vendor, MSM offers features to streamline service request fulfillment by categorizing and prioritizing requests, accelerating the fulfillment process, and providing self-service options for users.

**Incident Management**: The vendor claims that MSM enables efficient logging, tracking, and management of incidents by automatically assigning tickets to support teams, prioritizing and escalating tickets based on impact and urgency, and facilitating communication and collaboration on incident status.

**Task Management**: According to the vendor, MSM allows users to create and assign tasks to individuals or teams, set due dates and priorities, track task progress, monitor status, manage dependencies, and collaborate effectively on tasks.

**Asset Management**: The vendor states that MSM provides functionality to track and monitor all assets in the organization, record and maintain detailed asset information, monitor asset usage and performance, and ensure compliance with regulatory and licensing requirements.

**Service Level Management**: According to the vendor, MSM enables users to define and manage service level agreements (SLAs), monitor and report on SLA metrics, drive continuous service improvement, and enhance customer satisfaction.

**Knowledge Items**: The vendor claims that MSM allows users to create, store, and manage knowledge articles, search and filter articles by keywords and tags, restrict access based on access groups, and improve service desk efficiency and customer support.

**Self-Service Starter**: According to the vendor, MSM enables end-users to perform tasks through a user-friendly interface, reducing service desk workload and improving service delivery speed and efficiency.

**AD Integration**: The vendor states that MSM facilitates integration with Active Directory or LDAP server, allowing users to synchronize user accounts and credentials, control access to the ITSM system, and simplify user management.

**Compliance**: According to the vendor, MSM helps businesses meet compliance and governance requirements by being ISO 20000 and ISO 27001 compliant, ITIL certified compliant against 16 processes, and maintaining service levels and governance.

**Integrations**: The vendor claims that MSM offers easy integration with other business apps, allowing users to connect critical business apps to create end-to-end workflows and share data between departments to improve decision-making.

Outdated and non-user-friendly web interface: Users have consistently expressed dissatisfaction with the outdated and non-user-friendly web interface of MSM. Several reviewers have mentioned that navigating through the software can be a cumbersome experience. Some users felt that the design and layout of the interface could be improved to enhance usability.

Difficulty in customizing due to hardcoding: Reviewers have pointed out the challenge of customizing MSM according to specific needs due to its use of hardcoding. This has limited their ability to make front-end changes, resulting in frustration for some users who desire more flexibility in adapting the software to their requirements.

Confusion caused by deleted information not being completely removed: Some users have highlighted an issue where deleted information, such as user profiles, is not completely removed from MSM. This has led to confusion and clutter within the system, as remnants of deleted data still appear.

MSM has proven to be a valuable incident management software tool for customers in the Benelux territory. Users have effectively managed over 2000 IT structures, utilizing the software to handle complex problems beyond simple printer defects. With average problem resolution times ranging from one day to several months of follow-up, MSM has demonstrated its ability to address diverse needs.

Users have praised MSM for its reliability as an ITSM tool. The software has the capability to manage over 20 software products per customer, making it highly adaptable to different environments. Additionally, customers have reported that the training and support provided by MSM are excellent, ensuring a smooth setup and go-live process. Administrators have utilized MSM to meet various customer requirements, with users finding at least one suitable solution for their needs.

Furthermore, MSM's compatibility with ISO 20000 standards makes it an attractive choice for companies seeking certification. This compatibility ensures that organizations can adhere to industry best practices and maintain rigorous service management standards. Overall, customers have found MSM to be a reliable and versatile software solution that effectively addresses their incident management needs.

Compliance with ITIL processes: Several users have praised MSM for its compliance with ITIL processes, stating that it seamlessly integrates into existing workflows and reduces the need for significant process changes. This adaptability has been highly valued by reviewers, as it allows them to easily align their internal processes with MSM.

Easy administration and configuration: Users appreciate the simplicity of administering and configuring MSM, which saves time and effort for administrators. The user-friendly nature of the system enables administrators to manage and configure it without complications, freeing up their time to focus on other important tasks.

Customizable interfaces and CMDB: Reviewers have highlighted the customizable interfaces in MSM, specifically mentioning how easy it is to populate the CMDB. Users find it effortless to configure the system according to their specific needs, ensuring an accurate and up-to-date CMDB. This flexibility enhances users' overall experience and productivity while using MSM.

Basic

ALVAO Service Desk

WorkHub Tasks

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Marval Software

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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MSM

Overview

What is MSM?