Service Management

What sets us apart? Our differentiators

Get up and running fast
PS'Soft ITSM^NG helps make your Service Desk more efficient and productive. Standard features include processes for managing incidents, problems and known errors, built on industry best practices and standards such as ITIL® and drawing on feedback from the 2,000 sites on which it is deployed around the world. PS'Soft ITSM^NG will have your Service Desk up and running in a matter of weeks!.

Tap the potential of Web 2.0!
Operators and customers access PS'Soft ITSM^NG through a URL. Users can customize the interface to cater for their everyday requirements, e.g. personalized navigation, dashboard displays, requests, specific alerts and bookmarks.

Proven ease of use
The PS'Soft ITSM^NG interface has been completely reworked to give operators enhanced usability and response times: Google-type searches, grouping, filtering, list and field name configuration, multi-format exports, etc.

Unique integration capabilities
The use of API-based web services (Application Programming Interface) means that PS'Soft ITSM^NG can easily be integrated with, and interact with, the organization's legacy tools and databases (directories, knowledge bases, inventory tools, remote control tools and remote software distribution tools), while still meeting security constraints (SSL standard).

In line with ITIL© v.3
The various PS'Soft building blocks are based on the same architecture. This has a number of advantages, including a single, centralized data repository, a common portal for accessing information, pooled reporting tools and powerful integration with other IT tools.

To cover the full range of your Service Management needs, the following options can be added to the PS'Soft ITSM^NG solution:

• PS'Soft Change Management to manage change
• PS'Soft Request Management to manage requests and the service catalog
• PS'Soft Advanced Service Management to manage contracts and service levels
• PS'Soft IT Business Intelligence to analyze and report on Service Desk activity, and obtain dashboards tailored to executive-level positions such as the CEO, CTO and CFO
• PS'Soft IT Asset Management (ITAM^NG) to track and manage assets and configurations

• Web 2.0 architecture based on .Net and AJAX technology
• 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 analysis
• A common, integrated platform for the ITAM^NG and ITSM^NG solutions means greater efficiency