Marval - MSM v12

Date: November 22, 2010
Pages: 14
Price:
US$ 995.00
Publisher: Ovum
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: MF636EF6275EN
Leaflet:

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Marval - MSM v12
License Price: US$ 2,490.00

Introduction

Marval MSM is an integrated ITSM solution that covers the breadth of required ITSM processes. Indeed, it is designed specifically to support an organization's utilization of ITIL (v2 and v3) and ISO/IEC 20000 processes. Within service operation, these processes include service desk, self-service, incident management and request fulfillment, problem management, and event management.

Features and benefits
  • Marval MSM Extreme and MSM Expert more than meet corporate requirements for an ITSM-enabling tool.
  • MSM Essential provides key functionality for smaller organizations or those wishing to start out on the journey to effective ITSM.
  • MSM v12 delivers a re-engineered user interface to improve the performance of data rendering over high-latency links.
  • There is a new dashboard and reporting module together with enhancements to service portfolio management.
  • Also in v12 are a graphical configuration modeler and viewer, dynamic knowledge management, and enhanced customer self-service.
Highlights

Designed to support ITIL (v2 and v3) and ISO/IEC 20000 processes. There is a full-functionality web client, and the clean and easy-to-use interface is designed to facilitate user efficiency.Strong dynamic knowledge management capabilities, particularly in incident/problem management, continual service improvement, and service level management. The breadth and depth of ITSM processes supported. It's a single system with organizational access controls and views to support multiple service functions.Powerful yet easy-to-use management dashboards and reporting with strong audit, governance, and accountability.

Your key questions answered
  • Marval MSM Extreme and MSM Expert should be considered by organizations seeking an enterprise-level ITSM-enabling tool.
  • MSM Essential is applicable to smaller organizations or those wishing to start out on the journey to effective ITSM.
  • Marval's product and services portfolio is well suited to organizations wishing to attain ISO/IEC 20000 compliance or adopt ITIL.

SUMMARY

Catalyst
Key findings
Ovum view
Recommendations

FUNCTIONALITY

Solution overview
Solution analysis
Support for ITIL v3 service design processes
Support for ITIL v3 service transition processes
Support for ITIL v3 service operation processes
Support for ITIL v3 service strategy processes
Additional MSM utilities and components
Reporting

PRODUCT STRATEGY

Market opportunity
Go to market strategy

IMPLEMENTATION

Deployment examples

APPENDIX

Methodology
Author
Ovum Consulting
Disclaimer
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