Name: tbITSM
Author: TechBridge Consultancy Services

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Text Editors

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Digital Rights Management (DRM)

Enhanced 911 (E911)

Visitor Management

Enterprise

Accounting

Blockchain Payments

Corporate Performance Management (CPM)

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Blockchain Analysis

Change Management

Cloud Storage

Continuous Delivery

Data Masking

Database Performance Monitoring

Endpoint Security

Firewall

Fraud Detection

Graph Database

Integration Platform as a Service (iPaaS)

IoT Device Management

Master Data Management (MDM)

Network Operating Systems

Network Performance Monitoring

Robotic Process Automation (RPA)

SQL Server Performance Monitoring

SaaS Management

Security Analytics

System Monitoring

User Virtualization

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Channel Management

Computer-Assisted Translation

Content Management

Email Deliverability

Email Marketing

Headless CMS

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Field Sales Software

Sales

Operational Technology (OT) Security

Security

Aviation

Camp Management

Card Management

Chargeback Management

Emergency Notification

Nonprofit CRM

Vertical-Specific

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tbITSM, developed by TechBridge, is an IT Service Management software designed to streamline and optimize IT service delivery processes. According to the vendor, tbITSM caters to small to large enterprises across various industries, including IT professionals, IT service providers, IT departments in different sectors, managed service providers, and IT consultants.

## Key Features

**Service Level Management**: According to the vendor, tbITSM allows users to negotiate, document, and enforce service policies, define and monitor IT service levels, and establish specific targets for all IT services.

**Service Assets & Configuration Management**: The vendor claims that tbITSM helps users maintain an up-to-date and verified database of assets and configuration items (CIs) through the use of a Configuration Management System (CMS) with Configuration Management Databases (CMDBs). It also enables the availability of assets and CIs for other service management processes.

**Request Fulfillment**: The vendor states that tbITSM efficiently handles user requests for small changes, password modifications, software installations, and more. It also allows users to form specialized teams to fulfill service requests based on the volume of requests received.

**Incident Management**: According to the vendor, tbITSM enables users to track and manage the entire lifecycle of every ticket. It also establishes contextual relationships between data points across ITIL processes and facilitates direct communication between technicians and requesters through collaboration and chat functionalities.

**Change Management**: The vendor claims that tbITSM helps users effectively manage, plan, implement, and review changes to the IT infrastructure. It allows users to visualize the change lifecycle as separate stages with assigned owners, create user-defined approval workflows, and establish backup plans for changes.

**Problem Management**: According to the vendor, tbITSM allows users to capture root causes of unplanned disruptions in infrastructure and business processes. It also enables users to relate multiple incident tickets to a single problem for collaborative troubleshooting among technicians and utilize problem tickets to identify and resolve underlying issues.

365Ticketing

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

tbITSM

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

TechBridge Consultancy Services

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.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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What is tbITSM?