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.

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.

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

Once setup, it runs smooth and caters in all our needs.

The Request module is powerful and provides us with the ability to manage our daily operations efficiently. We can automate some functions and predefine the flow of requests. The notifications component provide the tools needed to keep the impacted user up to date with progress on requests.

Not much to add in this space as the MSM Support team is experts in their field and able to assist when we need special customisation to cater for our business needs.

Marval assists the customer from the purchasing to the go-live. Marval provides good training and support.

MSM is compliant with ITIL processes but can be smoothly adapted to your particular internal processes. Administration of the product is not very complicated. CMDB can be populated easily by customizable interfaces.

MSM has a old fashion web interface. The self-service portal is not very user-friendly.

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.

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

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

Marval allows us to track, monitor and manage all aspects of service delivery.

Can at times feel less user friendly than some other ITSM software, and the younger generation feels that the user interface is outdated.

Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed.

As a user who just entered and responded to tickets. it did that reasonably well. I could get to a ticket, view history, who raised it, any related systems.The lifecycle of asset management.

Finding that data (related systems) was sometimes a chore, especially if you hadn't done it for a while. Not sure what kind of integration it does offer, but our install, all users and assets had to be imported using database queries, and it wasn't single sign on.

User friendly and is very easy to do personal customisation

Hardcoding restricts front end changes Keeps deleted information viz. users and includes them in Xtraction

ITSM, ISO 9000 support

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.

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.