MSM is the Top of the Incident Management Software products on the market.

Bewertet am 12.9.2018
Ludwig W.
Technology Executive
Computer-Software, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We use MSM as an incident management software tool for managing more than 2000 customers in the Benelux territory. Basically this means that we have not just one IT structure to manage, but 2000 IT-type structures to manage for more than 20 software products per customer. And the type of problems are much more complex than just a printer defect. The average problem resolution may go from 1 day to several months of follow-up.

Vorteile: The MSM software has three major advantages: (a) the OU (Organizational Unit), which represents an organizational hierarchy, and (b) the CI (configuration item), which represents an hierarchy of configurable items (many possibilities). Both give you the power of object oriented structures, which can be configured in many ways. The third advantage is that the CMDB (configuration management database) structure is very versatile and not ony related to typical IT type solutions, such as a defect of a printer, as with most of the incident management products on the market.

Nachteile: Many possibilities, and therefore a little longer learning curve, but the extra possibilities definitely give an added value to the product.

It is a tool with all service management needs for your IT / Non-IT organisation.

Bewertet am 28.9.2016
Mohammad hesam B.
ITSM Consultant
Informationstechnologie & -dienste, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: It's about 3 years I am playing the role of administrator for MSM and I have gone through lots of customer requirements and I could found at least one solution with this ITSM tool. I can see it is getting better and better. It is surely an iso 20000 compatible application and can meet all requirements if you are planning to get the certificate for your company.

Vorteile: Easy to use - web based - database programmed - light in term of performance.

Nachteile: new development procedure is quite done with delays as it needs to be confirmed on base company after lots of analysis.

Service Management tool with Enterprise capability

Bewertet am 12.12.2017
Nigel B.
IT Manager
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: ITSM, ISO 9000 support

Vorteile: I have previously used this tool in a large organisation (Government, 10,000+ employees) for service desk/service management. It is customisable but key features you need are available out of the box. Has a simple web front end for most users with complex reporting for admins.

Nachteile: If investing in this tool, invest in training or a consultant to support you getting going. From there is is possible to manage this yourself.