Service Management

What's new about IT Service Management (ITSMNG)

• Built-in ITIL® v.3 best practices and terminology to manage incidents, problems, changes, requests, your service catalog, knowledge base and SLAs
• A completely reworked interface for real ease of use and improved turnaround times (Google-type searches, grouping, filtering, list and field name configuration, multi-format exports, etc.)
• Optimized resolution times with the "Click-to-Scan" function: based on the incident ticket, the operator can compare the last known inventory with the current configuration and obtain one-click identification of any changes or events that might have caused the service downtime
• Enriched service-request (RFC) management, including standard processes such as a request to open an account, move or allocate a workstation
• Ever more efficient Self Help options, especially when it comes to reporting and tracking incidents, requests and changes using customized forms or directly by e-mail
• A new console for managing and tracking incidents, problems and requests, and a facility for creating fully-configurable sector-specific consoles on demand
• Dynamic dashboards and analyses
• A common, integrated platform for the ITAM^NG and ITSM^NG solutions means greater efficiency