MSM

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.