Service Management Software

ServiceDesk Plus is a complete web-based, ITIL-Ready Help Desk Software with integrated asset management. It offers an integrated package with

• Incident Management
• Problem Management
• Change Management
• CMDB
• Self-Service Portal
• Knowledgebase
• Asset Tracking
• Software License Management
• Service Level Agreement(SLA) Management
• Purchase Order(PO) Management
• Vendor & Contract Management
• Product Catalog

at an affordable price point. ServiceDesk Plus provides all that you need to have a full-fledged IT Helpdesk and a productive help desk staff.

Technology from Abacus Systems can help businesses manage service level agreements. The SLA feature in Aegis is completely configurable and allows you to define the following SLA Types:

• Initial Response Time and Breach Status
• Subsequent Response Time and Breach Status
• Closed Time and Breach Status

Aegis Service Desk focuses on providing high quality services with a particular focus on Customer relationships. This means that the IT organization should provide whatever is agreed with Customers, which implies a strong relationship between the IT organization and their Customers and partners.

Alert is an enterprise business system that has been specifically designed to meet the operational and business management needs of companies that develop and deliver IT products and services.

Alert is an integrated system that manages the full project life cycle from initial customer request to delivery and billings. Projects form the hub of Alert with all activities, both core and supporting, being managed by project.

All business activities are linked to and managed by projects for the purpose of gaining control and visibility over the activities. Alert management covers the following functions and activities:

• Resource planning / scheduling;
  
• Time recording;
• Managing customer requests;
• Managing billings;
• Service delivery;
• Quoting and estimating;
• Software production, testing and delivery;
• Research and development management;
• Profit and contribution control and analysis.

Asset Management Suite combines enterprise asset and service management disciplines into a single Web-based architecture, repository, and console helping unite disparate departments and processes. By actively managing the entire asset lifecycle, the suite helps organizations eliminate unnecessary software and hardware costs, proactively manage vendor contracts, and align service resources with ITIL to ensure IT investments are optimized.

Track IT Assets

Easily discover and track comprehensive hardware information, installed software packages, and OS settings for all IT assets throughout their lifecycle.

Act on IT Assets

With all IT assets organized Asset Management Suite allows asset managers to accomplish everyday tasks as well as prepare for future initiatives with a simple right-click menu.

Automate IT Asset Processes

Asset Management Suite includes pre-built workflow templates that automate common tasks and business processes. You can efficiently collect information, process approvals, and provide follow up notifications.

If you're looking to improve the way your company works online, Beetil might be able to help. The web-based service management tool is designed to gives companies of all sizes a better way to manage their IT services and handle minor technical issues before they become full blown problems. Based on the ITIL framework, Beetil can detect recurring web issues, provide quick resolutions, and give developers an easier method of communication to avoid the same issues in the future.

Beetil's simple interface eliminates the need for lengthy instruction manuals, and makes it easy to get started right away. After you get set up, Beetil will handle the rest sending you notices when an incident has occurred, letting you know what was affected, and providing options to resolve the issue. More than just a basic service desk application, Beetil also offers a secure release management system that lets you track the deployment and functionality of new features, along with a change management system that lets multiple users collaborate seamlessly on projects.

Our comprehensive solution allows your IT department to manage its interactions with the business by streamlining delivery of services to users and mapping your offerings to the key business functions they support. It enhances IT?s growing necessity to evolve as a service provider ? establishing critical fulfillment expectations such as delivery timing, with an assured service level and cost, through a tailored portfolio of service offerings.
For the user the online catalogue provides a simplified means for requesting authorised combinations of goods and services, offered by multiple suppliers ? not just the internal IT organisation. It provides a single contact point to raise these requests, as well as visibility of all aspects of service delivery ? from submittal, authorisation and through fulfilment.
The Biomni Service Catalogue helps your business thrive by allowing you to better harness IT services and information so that you meet your strategic goals effeciently and professionally with reduced costs and increased performance.

BMC Remedy IT Service Management Suite includes:

• A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows
• The industry’s leading service desk solution
• A closed-loop change and release process tied to incidents and problems
• Self-service request catalog for IT, security, and, business needs
• Tracking of incident response times and service desk performance against SLAs
• Asset and software license lifecycle and compliance management
• Real-time performance and ROI metrics reporting

With BMC, you will:

• Prioritize support activities and focus on critical business services
• Increase staff productivity and consistency by automating processes, policies, and tasks
• Reduce MTTR and eliminate recurring incidents through embedded problem and knowledge management processes
• Reduce IT support costs through self-service call-deflection

CA eHealth Performance Manager helps you improve IT service quality, increase IT efficiency and reduce cost. It proactively manages performance of your enterprise IT infrastructure - voice and data networks, physical and virtual servers, databases – and client-server applications.

CA eHealth Performance Manager is a performance management solution that ensures the quality of service across your entire infrastructure. It allows you to manage a diverse collection of devices from numerous vendors, isolates the source of performance degradation, minimizes recurring expenses, and provides detailed & executive level historical reporting.

It helps you reduce costly downtime, find and fix problems quickly, plan for new capacity before it's needed, improve service quality and meet service levels.

It offers proactive service assurance, rapid problem identification, predictive capacity planning, service level management capabilities, executive level & detailed reporting capabilities and integration with CA and third-party management systems.

Easy Manage offers seamless management for clients and servers, supporting heterogeneous platforms ( like Windows, UNIX, LINUX and Novell). It's capable of managing awide range of platforms from a single Web-based user interface. The ICT management can reduce administration and training costs, improve ICT responsiveness, and provide a sole point of management with a single vendor solution.

Efecte Foundation is a ready-to-use CMDB based on ITIL best practices and our 10 years' experience from hundreds of customer implementations. It allows you to control your IT environment and provides information for your decision-making.

Efecte Foundation Enables You to Create manage, and communicate your IT services offering. It allows you to map your services, applications, and assets, visualize the structure of your IT services, move from dispersed data to centralized information and use the information for cost-benefit analysis.

Efecte Foundation Features:

• Logical, adjustable combination of IT services, applications, and asset information
Easy-to-use centralized documentation of the key components and relations in your IT production environmentEasily adjustable process and data modelVisualization of the dependencies between different components and related processesAccess to all essential information though one user interfacePersonalized and adjustable views for different users and roles

Rekar provides consultancy and software to organisations that want to introduce or improve their Service Management disciplines to meet business demands as well as industry standards.

Through our highly experienced consultants we can help you review current processes against business objectives, and also define and cost justify your new Service Management projects against expected return on investment. From these efficient and cost effective reviews we can then assist you in defining and implementing best practice business processes for your environment.

The success of any business process is dependent on it meeting not only the needs of the organisation but also its people. Service Management needs to understand the culture of the company as well as supporting the business drivers. We pride ourselves on our ability to grasp your business culture.

Underpinning the Service Management processes are software applications and tools that make the implementation into your business smooth and successful.

Tools such as Serena's TeamTrack are used to implement and automate your best practice processes. A solution might require a bespoke implementation built specifically for you or may, if the process fits, use one of the many pre-built applications.

e-Service Desk (e-SD) is a radically different business solution for IT Service Management, offering both the Service Desk function as well as business process technology in the form of Metastorm BPM®. e-Service Desk has 33 modules and processes available and is industry recognised as a highly flexible and transferable Service Management solution that can be implemented extremely easily, with minimal disruption to an organisation's working practices. e-Service Desk is suitable for any organisation that seeks to provide an outstanding level of support service.

Mansystems ExpertDesk Seven is our in-house developed service management tool. Vast experience as software developer, as well as intense working experience with our customers let us create a versatile service management tool unmatched in the market. Download our ExpertDesk Brochure

ED_itil_modules_smallThe need for adapting to a constantly changing market is answered with our ExpertDesk service management solution that is smart enough to combine turn-key functionality with flexibility.

We are not standing still at having created an excellent tool to support your service management needs. Process automation is the next step to keeping your service delivery competitive.

Integrating FieldPower with your existing software on-site, or using our pay as you go managed service, our 1800 specialists have the knowledge worldwide to implement what you need.Field Service Management that includes modules for forward planning, inventory, customer relations, financial, and field service's scheduling, dispatching, SLA, mapping, billing, multi workforce management connected with optional wireless operations makes FieldPower the choice for companies needing more.

The HEAT family is a comprehensive service solution, combining core technologies with a variety of expansion options, so any enterprise can build a tailored solution:

• Self Service - Increase customer satisfaction and lower service costs when end users submit service requests, get status updates, or efficiently find their own answers over the web.
• Knowledge Management - Improve service agent efficiency when real-time service content is captured in an easy-to-access knowledge base.
• Web access - Browser-based web access to the HEAT system provides anytime, anywhere access from any PC.
• FrontRange Voice - Add communication management with integrated telephony for powerful call center capability

Heroix Longitude® is the agentless — and full-featured — application performance and network monitoring software designed for your multiplatform world. Longitude monitors and alerts on the availability and performance of systems, applications, networks, and SLAs (Service Level Agreements) without requiring any software installation on the monitored computers. Automatically receive alerts, generate SNMP traps, and execute corrective action based upon specified policies and correlated events.

Enterprises large and small value Longitude for its effectiveness, simplicity, and affordability. Find out which package is right for you:

• Longitude Standard Edition - provides robust operating system and infrastructure monitoring capabilities FREE for up to 25 managed devices.
• Longitude Professional Edition - includes all the capabilities of Longitude Standard Edition, plus advanced application monitoring and event handling capabilities designed to serve the needs of medium to large size businesses.
• Longitude Cloud Edition - gives you the visibility you need to monitor and assess the performance of anything from a single physical or virtual entity, to a multi-tiered application or business service that spans physical, virtual and cloud environments.
• Longitude Enterprise Edition - includes all of the capabilities of Longitude Standard Edition and Professional Edition, plus advanced features that facilitate the monitoring and management of large enterprises.

IncidentMonitor is an IT Infrastructure Library (ITIL) Pink Verify compatible software solution in Incident Management, Problem Management, Change Management, Configuration Management and Service Level Management. In addition, there are numerous productivity and functionality enhancements to the product that make it stand out from the rest.

IncidentMonitor comes out of the box with:

• Service Desk / help desk ready to go application
• ITIL version 3 ready to go and easy to adapt applications
• Web, windows and mobile interface
• Rich intelligent knowledge base
• End user web portal
• Network management interface to easily integrate with any monitoring tool
• Microsoft SMS connector
• Interactive management dashboards and over 150 report templates which are easy to schedule
• And much more…

Service desks are the main contact point for communications to the IT department. This front line is responsible for restoring services to a normal status in the quickest and most thorough manner possible. Providing the service desk with a tool to track and automate this first contact is critical; by properly recording the information, the status is clear to anyone at any point during the life of the issue.

iSupport Service Desk is a highly-scalable service and support application ready to handle your unique processes and methodologies, with enhanced permissions to enable segmented user bases or departments within the same instance of the product.

Rely on good practices - OTRS::ITSM is an integrated IT Service Management Solution, combining the good practices of the IT Infrastructure Library ITIL V3 with the proven power of OTRS, the leading Open Source Service Management Solution.

• ITIL® V3 Good Practices
• 100% Open Source & zero license fees
• Intelligent Process-Automation
• Assistance of global IT Service-Organizations
• Integrated CMDB/CMS
• Management of complex IT-Infrastructures and Relations of CIs
• Service- & SLA Lifecycle-Management
• Automated Surveillance of Service Quality
• Reduction of service down times and risks for your business operations
• Reduced per-incident costs
• Process integrated Issue Tracking
• Self Service Offer for End Users
• Controlled and secure management of changes
• Real-Time Management Dashboard
• Meaningful Performance-Reporting
• Auditable History (Compliance)
• Platformindependent Web Applicationt

LANDesk IT Service Management solutions combine LANDesk® Service Desk (an ITIL-verified service desk), LANDesk® Process Manager, and LANDesk® Asset Lifecycle Manager to enable implementation of best practices that facilitate effective, quality IT services that exceed user expectations.

LANDesk IT Service Management solutions help you:

• Enforce process standardization and enable process automation through a powerful, configurable process engine
• Support best practice such as ITIL and IT Asset Management (ITAM)
• Gain clarity and control over key assets and services
• Make better-informed business decisions analysis and improve business capacity
• Seamlessly integrate with leading enterprise, desktop, and network management systems, including LANDesk Management Suite

Simply keeping the lights on does not create value. LANDesk IT Service Management solutions help you reduce costs while meeting levels of service availability demanded by the business. They also help decrease risk by giving you an accurate picture of data and assets so you can better control and manage the IT Estate.

Further, LANDesk IT Service Management solutions help you boost efficiency and productivity by automating processes, introducing consistency, reducing errors, and enabling redistribution of resources to deliver increased value. LANDesk IT Service Management solutions also offer powerful integration capabilities that enable you to blend other IT and business systems with service management processes and interfaces.

A configuration management database (CMDB) is a central repository of all information about items that an organization’s IT services are dependent upon. This can include service and application data as well as documentation and relevant personnel information.

LANDesk Configuration Manager is an intelligent graphical application that enables configuration items (CIs) to be identified, defined, and placed under version control. In addition, the solution allows relationships between CIs to be established, facilitating effective change management and supporting planning, risk, and impact analysis. The LANDesk Configuration Manager federates CI data into a consolidated view that offers organizations a holistic view of any CI within the CMDB.

Because the CMDB underpins all service management activity, it allows the potential impact of Incident, Problem, and Change management processes to be measured (according to ITIL best practices if required) and facilitates good IT governance.

LANDesk Configuration Manager can help you:

• Generate a consolidated view of all configuration items (CIs) within an organization from multiple sources through intelligent and automated discovery.
• Quickly identify the impact that changes to a CI will have on the wider organization.
• Dynamically build relationship structures from external sources using graphical “drag and drop” functionality.
• Improve efficiency of change processes through clear visibility of CIs and how they will be affected by the change.
• Improve quality of CI information through cross-correlation of data and de-duplication of CI records.
• Answer key asset questions and identify true cost of investment decisions through clear, consistent, up-to-date CI information.
• Implement the ITIL best practices of configuration management quickly and easily.

Reducing costs and delivering outstanding IT support services to customers and employees is easy with LANDesk® IT Service Management solutions.

The powerful process driven nature of LANDesk Service Desk gives you the control and consistency you need to constantly and continually deliver quality IT services. Its strong integration capabilities mean you can seamlessly integrate IT systems management or business systems with service management processes.

If it's IT asset management solutions, you’ll receive an accurate picture of data and assets so you can better control and manage your IT estate. It can assist you in developing and implementing a world-class Information Technology Asset Management (ITAM) practice.

Whether you’re looking for service desk software, or asset lifecycle, process, and software asset management LANDesk has a solution for you.

To learn more about our IT Service Management solutions, select a product link or contact LANDesk to speak with a IT service management representative to see how we can help you deliver outstanding service.

It's no secret that the modern support function has ever-increasing demands on resources. When issues arise, it’s often critical that these issues be resolved as quickly as possible or, at the very least, there should be visibility into the activity necessary to resolve the issue and when that activity will occur. In addition, when required activities are assigned, it’s vital that they don’t clash with other important tasks. It’s also important that the resources responsible for undertaking those tasks have full visibility of their outstanding workload.

LANDesk Resource Manager is a graphical application that enables analysts to dynamically assign tasks and appointments to individual analysts or analyst groups as a standard part of the support process, while providing full visibility of the incumbent commitments of the group of individuals in question.

LANDesk Resource Manager can help you:

• Allocate activities quickly and accurately to ensure Service Level compliance.
• Dynamically keep analysts and groups aware of outstanding work and new assignments made to them.
• Assign tasks with complete confidence via a single calendar view.
• Avoid scheduling conflicts and complete activities to plan.
• Automate communications to keep all parties informed and improve customer satisfaction.

Mproof is a leading provider of IT service management, customer support and self service software solutions to the midmarket. Founded in 1997, Mproof helps their worldwide customer base to professionalize their services and align them with their business needs.

From its headquarters in the Netherlands, Mproof cooperates closely with strong channel partners for product sales, implementation and support in over 45 countries and 15 languages.

With ObserveIT, you can replay any user session and see exactly what took place - from the moment the user logged in until system logout. The perfect enterprise software platform for monitoring privileged users and 3rd-party vendors.

Generate security compliance audit reports. Defeat the 'Oops' factor with instant troubleshooting and no finger-pointing. Supports all session protocols: Citrix, VMware, RDP, Terminal, Dame-ware and more.

Download Now: FREE!

ft is a graphic medium for the design of Services, Organizations, Processes and Information Systems. This solution supports all Business Process Management activities and is a key element in the achievement of process review and/or automation actions. Furthermore, pft enhances Companies’ Intellectual Capital facilitating the establishment of communities to create, share, exchange and enhance process-related knowledge. pft provides a set of models that allow the representation of any aspect of a company. pft has advanced search functionalities to locate concerned parties, activities and systems within the repository. Automatic impact analyses and evaluation of workloads can be performed through exploratory models.

pft can be used:

• in stand-alone mode or
• in collaborative mode

Navigation can take place via the Internet or Intranet, on Portals and Web sites. Therefore, every users, in compliance with their access rights, can access the information relevant to them.

ReadyDesk is a web based help desk/issue tracking solution that includes a knowledge base, automated ticket queue population, automated e-mail alerts, live support chat and much more.

ReadyDesk is a completely web based help desk software solution that has powerful features to meet the demands of businesses of any size.

With ReadyDesk you can offer your customers several options to help them get their issues resolved quickly. They can open tickets from the customer portal, browse the support articles in the knowledge base for self service, create tickets automatically by sending you an email and even chat with you live online.

Reduce complexity and make customer support, change, asset, and request management a seamless integrated process.

This comprehensive suite includes:

• A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows
• The industry’s leading service desk solution
• A closed-loop change and release process tied to incidents and problems
• Self-service request catalog for IT, security, and, business needs
• Tracking of incident response times and service desk performance against SLAs
• Asset and software license lifecycle and compliance management
• Real-time performance and ROI metrics reporting

With BMC, you will:

• Prioritize support activities and focus on critical business services
• Increase staff productivity and consistency by automating processes, policies, and tasks
• Reduce MTTR and eliminate recurring incidents through embedded problem and knowledge management processes
• Reduce IT support costs through self-service call-deflection

ServiceDesk is an easy to use, complete web-based help desk software that integrates ticketing, asset tracking, purchasing, contract management and knowledge base in one affordable package. ServiceDesk offers complete helpdesk and asset management functionality. Most of the basic features such as Self-service Portal, Knowledge base came without any additional cost.

WonderDesk is a fully automated help desk for the web. This database cgi-script is designed to help businesses organize your incoming support requests. Instead of customers clicking on an email address, they can now use this automated help desk to submit any problems they may have. They can also log back in later to check the status or make changes to those requests.

The WonderDesk saves companies time and money by increasing their efficiency and by keeping them organized. Since this is web based, the companies' technicians can log in from anywhere in the world and continue to work.

Companies can replace their support email link with the WonderDesk, and say goodbye to that messy email inbox and support requests that fall through the cracks. Customers are notified via email each step of the way, throughout the duration of their support request. At any time, they can log back in and check the status or update their support request. They can also work one on one with the technician that is assigned to the support request.

WonderDesk other features includes Internet or Intranet implementation; allows companies to hire remote technicians; automatic notification to the technicians via email or pager; efficient point and click interface; fully searchable database including customer history, tons of statistics, and much more.