MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

Transcription

1 MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

2 MSM - Marval s integrated IT Service Management software, developed to meet current and future business needs MSM is an advanced, feature rich, process based, integrated IT Service Management software solution, designed to improve quality of service, productivity, customer experience and reduce costs. Marval s 100% web-based solution, developed using the.net technology platform, incorporates the functionality rich features of previous versions of MSM. This allows Marval to deliver a zero footprint, thin client solution to any browser enabled desktop; reducing the total cost of ownership and addressing the growing need for support staff to be support enabled, wherever they are in the organisation. MSM delivers the ultimate combination of IT Service Management process automation, continual service improvement, functionality, flexibility and scalability. MSM is certified under the PinkVERIFY toolsets for compatibility against 15 ITIL processes. INTEGRATED IT SERVICE MANAGEMENT SOFTWARE

3 MSM The professional s choice for delivering great service MSM 100% web-based software solution provides: u A reliable and scalable ITSM technology to support IT business services and future growth u Fast realisation of ROI with NO hidden costs u ITIL, ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT and ETOMS support u IT Governance within the business visibility and accountability u Delivery of cost effective services to the business and its customers u Compliance with external requirements through standardisation, audit and reporting u Increased IT infrastructure and service reliability u Exceptional value for money u A business and customer focused, automated, process-driven solution that can be used for an organisation s own internal and external support and by providers of outsourced and managed services MSM Helping you deliver a world class service to your customers u Faster u More Reliably u More Efficiently u More Cost Effectively u With The Evidence To Prove It MSM Integrated features at a glance u Integrated process management support (including Incident and Request Fulfilment, Problem, Change and Task, Service Asset and Configuration and Service Level Management) u User-definable access controls and views u Fully automated integration and communication u Fast, flexible, easy to configure, use and deploy u Ensures total control of all your business IT services by providing extensive, accurate and up-to-the-minute management information u Powerful reporting and problem analysis u Minimal administration required u Easy upgrades to new versions u ITIL and ISO/IEC compatible MSM Benefits u Internal cost reduction, time and resource optimisation u Single source access point to business knowledge u Increased productivity and efficiencies u Improves the quality of your IT support services u Demonstrates what a great value for money service your support team delivers u Investment protection and risk reduction u Encourages positive workplace behaviour and investment u Provides instant, improved customer experience, communication, confidence and satisfaction u Secure and scalable solution that will grow and keep up-to-date with the ever changing needs of your business u Suitable for technical and non-technical users u Low maintenance 1

4 MSM is available in three editions INTEGRATED IT SERVICE MANAGEMENT SOFTWARE MSM Extreme an advanced fully integrated IT Service Management solution MSM integrated software is designed to meet your IT Service Management maturity and budget. Your investment is protected with Marval s transparent and seamless upgrade path. MSM Expert a fully integrated IT Service Management solution 2 MSM Essential an entry level service desk / helpdesk solution

5 MSM - Integrated ITSM Software - Your route to service excellence MSM Incident Management & Request Fulfilment Disruptions to service (Incidents) and standard requests for service are easily and quickly logged into MSM by telephone, or the web to ensure that service can be delivered when the customer needs it. Powerful and proactive features ensure a customer request is quickly resolved at first point of contact. MSM Service Desk MSM Service Desk provides an extensive range of advanced, time-saving features to ensure that you deliver a world class service, resolving and managing customer requests faster than ever before. Whether you operate a small, medium or enterprise-wide service desk, MSM Service Desk is the right choice for you. Use MSM for: u Simple and easy call management with automatic screen filling features u Instant access to knowledge items u Instant access to customer equipment, services and contract details u Automatic filtering on best choice classification codes u Quickly checking for similar or matching requests u Automatic selection of best support specialist or team u User-configurable actions, classifications, workflows and fields u Automatic prioritisation, business impact and SLA setting u Automatic /sms notifications to customers and service staff throughout a request s lifecycle u Powerful, easy to use standard and user-definable reporting u Creating related major incidents in seconds u Real-time colour coded management dashboards Quick calls can be recorded against a major incident within 6 seconds. Use MSM for: u Simple and easy incident and service request logging u Automatic screen fill of user information u Manual or automatic assignment to best specialist or team u Manual or automatic prioritisation and business impact setting u Automatic customer /fax confirmation u Quick closure for routine incidents (e.g. password resets) u Required entry of closure codes and resolution Once logged in MSM, a customer request will never be lost, forgotten or ignored. Customers and support staff are kept informed and managers receive no surprises. MSM Event Management Automatically record infrastructure events raising major incidents against affected services before they impact the business. When used in conjunction with MSM Event Monitor, MSM enables you to easily interface with network/systems management and monitoring software, including your own scripts and procedures. On an event being reported via SNMP (e.g. a server crashing) an event record can automatically be raised. Different SNMP events can be templated to register requests with certain pre-defined information e.g. classification, assignment, priority, etc. 3

6 MSM - Integrated ITSM Software - Your route to service excellence 4 MSM Problem Management Problem management is one of the key support processes, focusing primarily on proactively analysing requests to detect a recurring pattern and diagnosing the underlying root cause. MSM gives you the ability to quickly identify, monitor, report upon and resolve problems - dramatically reducing outages and downtime. Use MSM to: u Identify high business impact areas u Search knowledge base for common problems and resolutions u Identify what equipment, locations and services are causing the most problems u Search for similar problems u Analyse the Top 10 areas taking up staff resource u Identify problem trends and improvements u Define knowledge items u Report on volume statistics u Relate incidents and changes MSM Knowledge Item Management Quickly identifying knowledge items (e.g. Known Errors, FAQs, Workarounds, Quick Fixes and Solutions etc.) and improving firsttime fix rates can be difficult and time consuming. This generally works well if a request is correctly identified and categorised. However in reality, users will often describe their request or issue using different terminology. Innovative MSM functionality enables you to not only quickly find and manage knowledge items, but also match against known as definitions, e.g. , Mail, MS Outlook, Exchange etc. Measuring their effectiveness is also quick and easy. Knowledge items can be categorised as either public or private, so as to restrict who can see or use them. The process of publishing knowledge items is controlled by permissions. Raising permanent solutions as Change requests has never been easier. Note: for advanced knowledge management, Marval provides an optional MSM knowledge component. For more information please refer to the Utilities and components section of this brochure. MSM Change & Task Management MSM s easy to use and auditable change and task management features help you ensure changes to your IT service and technology infrastructure are professionally managed, documented, tested, planned and scheduled with minimal risk, impact and customer inconvenience. Use MSM to: u Save time using MSM standard change templates for routine activities (e.g. new starters, change details, back-out plans, cost centres, project codes, workload estimates and change approvals) u Provide automatic /sms notifications and updates to ensure changes are approved and completed on schedule u Provide automatic /sms notifications and updates to affected business users u Automatically move changes onto the next stage and person, once all approvals are complete u Apply multi-stage approvals to complex, high risk changes u Apply change freeze periods against critical business systems and services u Approve changes via the web or u Obtain instant access to change forward schedules and team workloads u Provide extensive reporting and performance analysis MSM Workflow MSM user-defined graphical workflow and task dependencies provide a structured approach to request management. Userdefinable, drag-and-drop workflows support all types of requests and ensure that the appropriate management controls are adhered to. You can define the order by which each stage should be completed and approved for each individual type of request. Integration MSM s powerful, fully integrated integration and notification functions allow customer requests to be automatically recorded and communicated to the assigned support person or team; instantly improving customer perception by 100%. Customers never complain about being kept informed.

7 MSM Release & Deployment Management MSM Release and Deployment features 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. Use MSM for: u Easy to build release schedules and packages u Fast access to change forward schedules and workloads u Automatic CMDB update on a successful release u Extensive reporting on a release success or failure MSM Service Asset & Configuration Management (CMDB) MSM provides you with comprehensive facilities for managing your organisation s assets, inventory, configurations and related details. It is easy to use, auditable, configurable and can be utilised by many different parts of your organisation and is indispensable in the support of corporate governance. u Maintaining configuration items, relationships and their dependencies u Health and safety checks and disaster recovery manifest u Inventory control and auditing u Software licence management and maintenance and warranty tracking u Service Reminders for warranty/contract expiry and renewal u ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT, ETOMS, audit support and Corporate Governance Note: Don t worry if you have already invested in an asset discovery tool. Marval s MSM Asset Discovery Integrator seamlessly integrates with a number of industry leading hardware and software inventory discovery and tracking tools. For more information, please refer to the Utilities and Components section of this brochure. MSM Service Portfolio & Catalogue Management MSM enables a service provider to build service portfolio and catalogue entries. The service catalogue is readily accessible to the support agent, enabling them to better service their customer. The portfolio allows the definition of many service related attributes including: u Service entitlement definition u Service Level Agreement content u Intelligent call routing based on the selected service u Advisory checklists u Recommended specialists with relevant skills needed to support this service u Current lifecycle status, planned and actual go live dates, service package information and underpinning CIs MSM Service Level Management MSM offers the most powerful Service Level Agreement (SLA) and Operational Level Agreement (OLA) Management in the industry. Service Level Management is crucial for introducing and implementing reasonable expectations between you and the customers you support. It establishes a two way accountability for service, which is negotiated and mutually agreed upon; helping you to meet customer expectations. Good Service Level Management is essential for building your service organisation s credibility. It is a measure of how serious you are about providing support. Service Level Management is the basis for evaluation and improving service levels on an ongoing basis. Use MSM to: u Measure adherence to agreed customer service levels u Monitor and report on performance of 3rd party suppliers u Report on reasons for service breaches u Re-negotiate maintenance contracts u Match target achievement against customer satisfaction levels 5 Use MSM for: u Be notified of SLAs about to breach u Standard asset, inventory and computer equipment tracking u Baseline existing services u Configuration management and building/plant service management

8 MSM - Integrated ITSM Software - Your route to service excellence 6 MSM Service Measurement & Reporting Reporting and quality management information are two of MSM s most powerful, standard features with easy to use, real-time reporting and unique interactive graphs from any display screen. Outputs are available in textual, statistical and graphical formats. A wide range of standard reports is included. Use MSM to: u Demonstrate value for money u Provide feedback to customers u Report on conformance to agreed service levels MSM Capacity Management MSM helps to ensure you have enough people, equipment, computer power, storage capacity and bandwidth to meet business needs; from the initial recording, analysis and reporting of capacity related issues and events (e.g. available disk space, poor network performance) through to raising a formal change request to resolve the capacity issue. MSM IT Service Continuity Management Any incident, no matter how small, can have a major impact on your business, its credibility, financial viability and customer confidence. MSM provides a wide range of features to support your IT service continuity plan, helping you to ensure the business survives. Use MSM for: u Maintaining contact details e.g. key personnel, partners and suppliers u Attaching business continuity and IT plans u Business impact prioritisation u Disaster recovery manifest reporting u Critical business services and recovery times u Configuration of standard builds u An up-to-date asset register with critical items highlighted MSM Availability Management & Outage Tracking MSM provides for the setting of agreed availability targets and outage events during a specific period. Percentage unavailability, by date period, can then be analysed and reported upon by service, configuration item (e.g. server) and period. Use MSM to: u Measure actual vs. planned availability and provide the means to monitor this at both a summary and detailed level u Track and report achievement against a Service Level Agreement target u Report on cost of outage (based on user-defined, cost per minute value) u Report by the user-definable, generic cause of the outage (e.g. maintenance, service) u Report on outage events by period 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. Use MSM to identify: u Value for money u Equipment costs and current valuations u Investments in a specific vendor or service u Overall maintenance charges u Cost of handling customer requests u Cost of service unavailability u Value of deliverables by contractors u Chargeback costs to departments u Charges for routine service tasks u Expected maintenance costs over the next 3 years u Total cost of service Branding/Customisation MSM s product interface provides extensive levels of branding and customisation. At a high level, each installation can be branded to your corporate colours, typeface and logos. At an operational interface level, individual users can have their own preferences saved on a per screen basis. Similarly, intelligent filtering allows the data displayed in many screens to be defined based on the privilege, class/role of the user.

9 MSM Utilities & Components MSM Mail Import Functionality that frees up Service Desk staff from low impact calls as your internal/external customers are provided with the flexibility of registering their service requests via , rather than phoning them in. They can automatically receive a receipted confirmation and unique call reference number. MSM Integrates with industry standard SMTP systems and POP3 for inbound . MSM Event Monitor This SNMP based monitoring utility enables you to automatically record major incidents, infrastructure events and affected services before they impact the business. u Link into your own system management tools u Automatically prioritise and assign to the right specialist or team u Transparently link into the MSM CMDB Leveraging your investment in systems monitoring and automation tools. MSM LDAP Integrator Functionality enabling access to a company s centralised LDAP directory of common information for the purpose of populating and continuously synchronising/updating such data into MSM s databases. MSM Contract Service Entitlement MSM s powerful contract entitlement functionality is essential for any service provider who delivers contracted services and needs to check the services the caller is entitled to. MSM Asset Discovery Integrator Functionality that provides seamless connectivity between the MSM Service Asset and Configuration Management component and any ODBC compliant 3rd party discovery tool. This removes the need for manual data transfer between products and provides an accurate, real-time view of asset information for comparison with information held within your MSM CMDB. MSM Discovery MSM Discovery is an automated IT inventory management and systems administration tool, developed for auditing desktop and server computers. It enables you to populate the CMDB with audited asset information, accurately and quickly assess the status of audited hardware and software, monitor hardware configurations and software usage, manage software licensing, identify computers without virus software or security patches and quantify suspected hardware losses. MSM Discovery, running in parallel with your CMDB, provides a constantly updated view of actual configurations, any changes or exceptions and enables service staff to view both the CMDB and the discovered DB. MSM Knowledge (for Support Teams) MSM provides a sophisticated and powerful knowledge management and search engine component that enables you to ask questions in your own words and be presented with possible resolutions. Search both MSM Knowledge Items and external data sources, including user configured websites, document repositories and 3rd party knowledge packs for vendor specific knowledge. u Provide real-time matching of possible solutions u Easily identify which knowledge sources are frequently used u Helps target maintenance effort to where it s needed u Shows topic areas where more knowledge may deliver benefit u Identify unanswered questions u Shows potential gaps in knowledge u Helps measure quality of User Experience Improving your first time fix rates couldn t be easier. MSM Web Self- Service (Basic) Provide your customers (internal/external) with a basic, web browser based (24/7) self-service tool that enables them to register and monitor the progress of their own service requests. MSM Web Self-Service (Intermediate) Your customers have the flexibility to register and monitor the progress of their own service requests, add attachments and access MSM Knowledge Items with this web browser based (24/7) self-service tool. MSM Web Self-Service (Advanced) This advanced web self-service component offers your customers access into MSM Knowledge - Marval s powerful and sophisticated knowledge search engine. Note: MSM Knowledge (for Support Teams) and MSM Web Self-Service (Intermediate) are required before this option can be enabled. 7 Note: Certain utilities/components are included as standard, others may be available as options depending on MSM edition selected. Please check Edition Guide for details.

10 MSM Web Services Connector (Basic) u Designed for high latency links (satellites etc.) 8 MSM Web Services Connector (Basic) provides a web service interface into MSM, enabling HTTP integration with third-party systems and applications; allowing contacts, configuration items and organisational units to be easily added and updated. MSM Web Services Connector (Advanced) Free up service desk staff from low impact calls with this advanced web service interface. In addition to allowing contacts, configuration items and organisational units to be easily added and updated, MSM Web Services Connector (Advanced) also provides your customers (internal/external) with the flexibility to automatically raise requests in MSM from third party systems. Technology Overview u 100% web based zero footprint client with no required downloads (compatible with Internet Explorer and Firefox) u Built on ASP.NET u Highly scalable architecture u Intelligent application server load balancing u High-speed performance u High resilience architecture with full cluster support u Comprehensive web services for application/data interoperability u LDAP connector (AD, edirectory) u Supporting both application authentication and single Windows logon u Asset Discovery Integrator (ADI) for connectivity to a broad range of asset discovery tools u Multi-language support (including multi byte characters sets) u Full time zone support (all times and escalations are managed in local time) u Full reporting suite of ITSM standard reports u Knowledge Management options using self-learning technology u Customisable self-service portal u Intelligent SNMP connector for integration with 3rd party systems event monitors u Inbound and outbound connectors (Integrates with industry standard SMTP systems and POP3 for inbound )

11 Why choose Marval? Marval Software Limited is a One-Stop Shop, providing integrated ITIL and ISO/IEC compatible IT Service Management and Service Desk Software, Consultancy and Accredited ITIL and ISO/IEC Education and Training designed to improve service quality, productivity, customer satisfaction and reduce costs. Why choose MSM Software? MSM - ITIL and ISO/IEC compatible software - ensures a reliable IT and service infrastructure, increased productivity and adaptability in service provision. It has been implemented by organisations across many diverse sectors worldwide and is used for internal and external support and by providers of outsourced and managed services. Marval Software Limited is a major practitioner, innovator, thought leader and contributor to Best Practice and standards in ITSM and is co-author of ITIL and ISO/IEC It has been helping customers deliver service excellence since 1989 and understands what it takes to become a world-class service team. u It provides you with everything you need for a total integrated Service Management solution that can be used by your whole organisation u It is fast, flexible, easy to use and deploy and puts you in total control of all your IT and related business activities by providing you with extensive, accurate and up-to-the-minute management information for making informed decisions u It makes your staff more productive and your processes easier to manage, ultimately saving you time and money u It is fully scalable and will grow and keep up-to-date with the ever changing needs of your business u It provides you with instant access to knowledge u It keeps your customers informed and satisfied u It demonstrates what a great value for money service your IT service and support staff delivers Practising what we preach Marval Software Limited is an ISO/IEC registered company 9 Contact us now to discuss how you can improve your service E: info@marval-group.com W: marval-group.com Marval and MSM are Registered Trade Marks of Marval Software Limited Marval also recognises the trade mark rights of the 3rd party trade mark owners mentioned in this document ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries Award-Winning Track Record Marval and its customers have an unprecedented record attaining major industry recognition, including coveted awards from the IT Service Management Forum (itsmf) and the Service Desk Institute (SDI). Supporting internal and external customers to international standards

12 MSM - Edition guide Protect and build on your investment There is an edition of MSM that will meet your current needs. When you are ready to progress - as your service offering matures and requirements increase - your investment is protected with our smooth and seamless product upgrade path. MAN INTEGRATED IT SERVICE MANAGEMENT SOFTWARE Your route to service excellence PRODUCT CONTENT PRODUCT VARIANTS Processes Supported Incident Management & Request Fulfilment Event Management * SLA/OLA/UC Management Service Reporting Service Asset Management Service Asset & Configuration Management (CMDB) Service Portfolio & Catalogue Management Problem Management Change & Task Management Release & Deployment Management Financial Management (Basic) Capacity Control** Business Continuity Support** Availability Planning & Outage Tracking** Financial Management (Advanced) Capacity Management IT Service Continuity Management Availability Management & Outage Tracking Utilities / Components MSM Client Server to Web-based edition Transition Tool MSM Knowledge Item Management MSM Web Services Connector (Basic) MSM Web Self-Service (Basic) MSM LDAP Integrator Option MSM Mail Import Option Option MSM Web Services Connector (Advanced) Option MSM Asset Discovery Integrator Option Option MSM Event Monitor Option* MSM Contract Service Entitlement Option MSM Discovery Option Option MSM Knowledge (for Support Teams) Option Option Option MSM Web Self-Service (Intermediate) Option Option Option MSM Web Self-Service (Advanced) Option Option Option Contact us now to discuss how you can improve your service E: info@marval-group.com W: marval-group.com * = Available in conjunction with appropriate Option ** = Basic process management Marval Software Limited Design: