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

MSM - Marval’s integrated IT Service Managementsoftware, developed to meet current and future

business needs

MSM is an advanced, feature rich, process based, integrated IT ServiceManagement 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 allowsMarval 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 supportstaff to be ‘support enabled’, wherever they are in the organisation.

MSM delivers the ultimate combination of IT Service Management processautomation, 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

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 The professional’s choice for delivering great service

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 changingneeds of your business

u Suitable for technical and non-technical users

u Low maintenance

MSM Benefits

u Integrated process management support (including Incident and Request Fulfilment,Problem, Change and Task, Service Asset and Configuration and Service LevelManagement)

u User-definable access controls and views

u Fully automated email 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 20000 compatible

MSM Integrated features at a glance

MSM Helping you deliver a world class service to your customers

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u Faster

u More Reliably

u More Efficiently

u More Cost Effectively

u With The Evidence To Prove It

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MSM is available in three editions

MSM integrated software is designed tomeet your IT Service Management maturityand budget.

Your investment is protected with Marval’stransparent and seamless upgrade path.

MSM Essentialan entry level service desk / helpdesk solution

MSM Experta fully integrated IT Service Management solution

MSM Extremean advanced fully integrated IT ServiceManagement solution

INTEGRATED IT SERVICE MANAGEMENT SOFTWARE

MSM - Integrated ITSM Software - Your route to service excellence

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MSM Service Desk MSM Service Desk provides an extensive rangeof advanced, time-saving features to ensurethat you deliver a world class service, resolvingand managing customer requests faster thanever before. Whether you operate a small,medium or enterprise-wide service desk, MSMService Desk is the right choice for you.

Use MSM for:

u Simple and easy call management withautomatic screen filling features

u Instant access to knowledge items

u Instant access to customer equipment,services and contract details

u Automatic filtering on best choiceclassification codes

u Quickly checking for similar or matchingrequests

u Automatic selection of best supportspecialist or team

u User-configurable actions, classifications,workflows and fields

u Automatic prioritisation, business impactand SLA setting

u Automatic email/SMS notifications tocustomers and service staff throughout a request’s lifecycle

u Powerful, easy to use standard and user-definable reporting

u Creating related major incidents inseconds

u Real-time colour coded managementdashboards

Quick calls can be recorded against a major incident within 6 seconds.

MSM Incident Management& Request FulfilmentDisruptions to service (Incidents) andstandard requests for service are easily andquickly logged into MSM by telephone, emailor the web to ensure that service can bedelivered when the customer needs it.

Powerful and proactive features ensure acustomer request is quickly resolved at firstpoint of contact.

Use MSM for:

u Simple and easy incident and servicerequest logging

u Automatic screen fill of user information

u Manual or automatic assignment to bestspecialist or team

u Manual or automatic prioritisation andbusiness impact setting

u Automatic customer email/faxconfirmation

u Quick closure for routine incidents (e.g. password resets)

u Required entry of closure codes and resolution

Once logged in MSM, a customerrequest will never be lost, forgotten or ignored. Customers and support staff are kept informed and managers receive no surprises.

MSM Event ManagementAutomatically record infrastructure eventsraising major incidents against affectedservices before they impact the business.When used in conjunction with MSM EventMonitor, MSM enables you to easily interfacewith network/systems management andmonitoring software, including your ownscripts and procedures.

On an event being reported via SNMP (e.g. a server crashing) an event record canautomatically be raised. Different SNMPevents can be templated to register requestswith certain pre-defined information e.g.classification, assignment, priority, etc.

MSM Change & Task ManagementMSM’s easy to use and auditable changeand task management features help youensure changes to your IT service andtechnology infrastructure are professionallymanaged, documented, tested, planned andscheduled with minimal risk, impact andcustomer inconvenience.

Use MSM to:

u Save time using MSM standard changetemplates for routine activities (e.g. newstarters, change details, back-out plans,cost centres, project codes, workloadestimates and change approvals)

u Provide automatic email/SMS notificationsand updates to ensure changes areapproved and completed on schedule

u Provide automatic email/SMS notificationsand 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 againstcritical business systems and services

u Approve changes via the web or email

u Obtain instant access to change forwardschedules and team workloads

u Provide extensive reporting andperformance analysis

MSM Workflow

MSM user-defined graphical workflow andtask dependencies provide a structuredapproach to request management. User-definable, drag-and-drop workflowssupport all types of requests and ensurethat the appropriate managementcontrols are adhered to. You can definethe order by which each stage should becompleted and approved for eachindividual type of request.

Email Integration MSM’s powerful, fully integrated emailintegration and notification functionsallow customer email requests to beautomatically recorded andcommunicated to the assigned supportperson or team; instantly improvingcustomer perception by 100%.

Customers never complain aboutbeing kept informed.

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MSM - Integrated ITSM Software - Your route to service excellenceMSM Problem ManagementProblem management is one of the keysupport processes, focusing primarily onproactively analysing requests to detect arecurring pattern and diagnosing theunderlying 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 commonproblems and resolutions

u Identify what equipment, locations andservices 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 ItemManagementQuickly identifying knowledge items (e.g.Known Errors, FAQs, Workarounds, QuickFixes and Solutions etc.) and improving first-time fix rates can be difficult and timeconsuming. This generally works well if arequest is correctly identified andcategorised. However in reality, users willoften describe their request or issue usingdifferent terminology.

Innovative MSM functionality enables you tonot only quickly find and manage knowledgeitems, but also match against ‘known as’definitions, e.g. Email, Mail, MS Outlook,Exchange etc. Measuring their effectivenessis also quick and easy.

Knowledge items can be categorised aseither public or private, so as to restrict whocan see or use them. The process ofpublishing knowledge items is controlled bypermissions. Raising permanent solutions asChange requests has never been easier.

Note: for advanced knowledge management,Marval provides an optional MSM knowledgecomponent. For more information pleaserefer to the ‘Utilities and components’ sectionof this brochure.

MSM Release & Deployment ManagementMSM Release and Deployment features ensure changes (e.g. to IT services, software,hardware, members of staff) are organised,scheduled and released into production withminimum risk and customer inconvenience.

Use MSM for:

u Easy to build release schedules and packages

u Fast access to change forward schedulesand workloads

u Automatic CMDB update on a successfulrelease

u Extensive reporting on a release success orfailure

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u Maintaining configuration items,relationships and their dependencies

u Health and safety checks and disasterrecovery manifest

u Inventory control and auditing

u Software licence management andmaintenance and warranty tracking

u Service Reminders for warranty/contractexpiry and renewal

u ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT, ETOMS, audit support and Corporate Governance

Note: Don’t worry if you have alreadyinvested in an asset discovery tool. Marval’sMSM Asset Discovery Integratorseamlessly integrates with a number ofindustry leading hardware and softwareinventory discovery and tracking tools. Formore information, please refer to the “Utilitiesand Components” section of this brochure.

MSM Service Portfolio &Catalogue ManagementMSM enables a service provider to buildservice portfolio and catalogue entries. Theservice catalogue is readily accessible to thesupport agent, enabling them to betterservice their customer.

The portfolio allows the definition of manyservice related attributes including:

u Service entitlement definition

u Service Level Agreement content

u Intelligent call routing based on theselected service

u Advisory checklists

u Recommended specialists with relevantskills needed to support this service

u Current lifecycle status, planned andactual go live dates, service packageinformation and underpinning CIs

MSM Service LevelManagementMSM offers the most powerfulService Level Agreement (SLA)and Operational Level Agreement(OLA) Management in the industry.

Service Level Management is crucial forintroducing and implementing reasonableexpectations between you and the customersyou support. It establishes a two wayaccountability for service, which isnegotiated and mutually agreed upon;helping you to meet customer expectations.

Good Service Level Management is essentialfor building your service organisation’scredibility. It is a measure of how serious youare about providing support. Service LevelManagement is the basis for evaluation andimproving service levels on an ongoing basis.

Use MSM to:

u Measure adherence to agreed customerservice 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 againstcustomer satisfaction levels

u Be notified of SLAs about to breach

u Baseline existing services

MSM Service Asset &Configuration Management(CMDB)MSM provides you with comprehensivefacilities for managing your organisation’sassets, inventory, configurations and relateddetails. It is easy to use, auditable,configurable and can be utilised by manydifferent parts of your organisation and is indispensable in the support ofcorporate governance.

Use MSM for:

u Standard asset, inventory and computerequipment tracking

u Configuration management andbuilding/plant service management

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MSM Service Measurement& ReportingReporting and quality managementinformation are two of MSM’s most powerful,standard features with easy to use, real-time reporting and unique interactivegraphs from any display screen.

Outputs are available in textual, statisticaland graphical formats. A wide range ofstandard 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 - Integrated ITSM Software - Your route to service excellenceMSM Capacity ManagementMSM helps to ensure you have enoughpeople, equipment, computer power, storagecapacity and bandwidth to meet businessneeds; from the initial recording, analysis and reporting of capacity related issues and events (e.g. available disk space, poornetwork performance) through to raising a formal change request to resolve thecapacity issue.

MSM IT Service ContinuityManagementAny incident, no matter howsmall, can have a major impacton your business, its credibility,financial viability and customerconfidence.

MSM provides a wide range of features tosupport your IT service continuity plan,helping you to ensure the business survives.

Use MSM for:

u Maintaining contact details e.g. keypersonnel, 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 AvailabilityManagement & OutageTrackingMSM provides for the setting of agreedavailability targets and outage events duringa specific period. Percentage unavailability,by date period, can then be analysed andreported upon by service, configuration item(e.g. server) and period.

Use MSM to:

u Measure actual vs. planned availability andprovide the means to monitor this at botha 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 ManagementMSM provides extensive features fortracking, managing, reporting and identifyingcosts within your support operation – helpingensure 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/CustomisationMSM’s product interface provides extensivelevels of branding and customisation. At ahigh level, each installation can be branded toyour corporate colours, typeface and logos.At an operational interface level, individualusers can have their own preferences savedon a per screen basis. Similarly, intelligentfiltering allows the data displayed in manyscreens to be defined based on the privilege,class/role of the user.

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MSM Utilities & Components MSM Mail ImportFunctionality that frees up Service Desk staff from low impact calls as yourinternal/external customers are provided with the flexibility of registering their servicerequests via email, rather than phoning them in. They can automatically receive a receipted confirmation and unique callreference number.

MSM Integrates with industry standard SMTPemail systems and POP3 for inbound email.

MSM Event MonitorThis SNMP based monitoring utility enablesyou to automatically record major incidents,infrastructure events and affected servicesbefore they impact the business.

u Link into your own system managementtools

u Automatically prioritise and assign to theright specialist or team

u Transparently link into the MSM CMDB

Leveraging your investment in systemsmonitoring and automation tools.

MSM LDAP IntegratorFunctionality enabling access to a company’scentralised LDAP directory of commoninformation for the purpose of populating and continuously synchronising/updatingsuch data into MSM’s databases.

MSM Contract ServiceEntitlement MSM’s powerful contractentitlement functionality isessential for any serviceprovider who delivers contracted servicesand needs to check the services the caller is entitled to.

MSM Asset DiscoveryIntegratorFunctionality that provides seamlessconnectivity between the MSM Service Asset and Configuration Managementcomponent and any ODBC compliant 3rdparty discovery tool.

This removes the need for manual datatransfer between products and provides anaccurate, real-time view of asset informationfor comparison with information held withinyour MSM CMDB.

MSM Discovery MSM Discovery is an automated IT inventorymanagement and systems administrationtool, developed for auditing desktop andserver computers. It enables you to populatethe CMDB with audited asset information,accurately and quickly assess the status ofaudited hardware and software, monitorhardware configurations and software usage,manage software licensing, identifycomputers without virus software or security patches and quantify suspectedhardware losses.

MSM Discovery, running in parallel with yourCMDB, provides a constantly updated view of actual configurations, any changes orexceptions and enables service staff to viewboth the CMDB and the discovered DB.

MSM Knowledge (for Support Teams)MSM provides a sophisticated and powerfulknowledge management and search enginecomponent that enables you to ask questions‘in your own words’ and be presented withpossible resolutions.

Search both MSM Knowledge Items andexternal data sources, including userconfigured websites, document repositoriesand 3rd party knowledge packs for vendorspecific knowledge.

u Provide real-time matching of possiblesolutions

u Easily identify which knowledge sourcesare frequently used

u Helps target maintenance effort to where it’s needed

u Shows topic areas where moreknowledge may deliver benefit

u Identify unanswered questions

u Shows potential gaps in knowledge

u Helps measure quality of “UserExperience”

Improving your first time fix ratescouldn’t be easier.

MSM Web Self-Service (Basic)Provide your customers(internal/external) with a basic, web browserbased (24/7) self-service tool that enablesthem to register and monitor the progress of their own service requests.

MSM Web Self-Service(Intermediate)Your customers have the flexibility to registerand monitor the progress of their ownservice requests, add attachments andaccess MSM Knowledge Items with this webbrowser based (24/7) self-service tool.

MSM Web Self-Service(Advanced) This advanced web self-servicecomponent offers yourcustomers access into MSMKnowledge - Marval’s powerfuland sophisticated knowledgesearch engine.

Note: MSM Knowledge (for Support Teams) and MSMWeb Self-Service (Intermediate) are required before thisoption can be enabled.

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.

MSM Web ServicesConnector (Basic)MSM Web Services Connector (Basic)provides a web service interface into MSM,enabling HTTP integration with third-partysystems and applications; allowing contacts,configuration items and organisational unitsto be easily added and updated.

MSM Web ServicesConnector (Advanced)Free up service desk staff from low impactcalls with this advanced web serviceinterface. In addition to allowing contacts,configuration items and organisational units to be easily added and updated, MSM WebServices Connector (Advanced) also providesyour customers (internal/external) with theflexibility to automatically raise requests in MSM from third party systems.

Technology Overviewu 100% web based zero footprint client with no required downloads (compatiblewith Internet Explorer and Firefox)

u Built on ASP.NET

u Highly scalable architecture

u Intelligent application server load balancing

u High-speed performance

u Designed for high latency links

(satellites etc.)

u High resilience architecture with full cluster support

u Comprehensive web services forapplication/data interoperability

u LDAP connector (AD, eDirectory)

u Supporting both application authenticationand single Windows logon

u Asset Discovery Integrator (ADI) forconnectivity to a broad range of assetdiscovery tools

u Multi-language support (including multibyte characters sets)

u Full time zone support (all times andescalations are managed in local time)

u Full reporting suite of ITSM standard reports

u Knowledge Management options usingself-learning technology

u Customisable self-service portal

u Intelligent SNMP connector for integrationwith 3rd party systems event monitors

u Inbound and outbound email connectors(Integrates with industry standard SMTPemail systems and POP3 for inbound email)

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Why choose MSM Software?MSM - ITIL and ISO/IEC 20000 compatible software - ensures areliable IT and service infrastructure, increased productivity andadaptability in service provision. It has been implemented byorganisations across many diverse sectors worldwide and is used for internal and external support and by providers of outsourced andmanaged services.

Why choose Marval?Marval Software Limited is a ‘One-Stop Shop’, providing integrated ITIL and ISO/IEC20000 compatible IT Service Management and Service Desk Software, Consultancyand Accredited ITIL and ISO/IEC 20000 Education and Training designed to improveservice quality, productivity, customer satisfaction and reduce costs.

Marval Software Limited is a major practitioner, innovator, thought leader andcontributor to Best Practice and standards in ITSM and is co-author of ITIL and ISO/IEC 20000. It has been helping customers deliver service excellence since1989 and understands what it takes to become a world-class service team.

Contact us now to discuss how you can improve your serviceE: info@marval-group.com W: marval-group.com

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Award-Winning Track Record

Marval and its customers have an unprecedentedrecord attaining major industry recognition,including coveted awards from the IT ServiceManagement Forum (itSMF) and the Service DeskInstitute (SDI).

u It provides you with everything you needfor a total integrated Service Management solution that can be used by your whole organisation

u It is fast, flexible, easy to use and deployand puts you in total control of all your IT and related business activities byproviding you with extensive, accurate and up-to-the-minute management informationfor making informed decisions

u It makes your staff more productive andyour processes easier to manage,ultimately saving you time and money

u It is fully scalable and will grow and keepup-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

Marval® and MSM® are Registered Trade Marks of Marval Software LimitedMarval 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

Practising what we preachMarval Software Limited is an ISO/IEC 20000 registered company

Supporting internal and external customers

to international standards

PRODUCT CONTENT PRODUCT VARIANTS

MAN

MAN

MAN

Your route to service excellence

Processes SupportedIncident 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 / ComponentsMSM 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 OptionMSM Knowledge (for Support Teams) Option Option OptionMSM Web Self-Service (Intermediate) Option Option OptionMSM Web Self-Service (Advanced) Option Option Option

* = Available in conjunction with appropriate Option** = Basic process management

© 2000 - 2011 Marval Software Limited

MSM - Edition guide Protect and build on your investmentThere is an edition of MSM that will meet your current needs. When you are ready to progress - as your service offeringmatures and requirements increase - your investment is protected with our smooth and seamless product upgrade path.

Contact us now to discuss how you can improve your serviceE: info@marval-group.com W: marval-group.com

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INTEGRATED IT SERVICE MANAGEMENT SOFTWARE