MSM
About MSM
MSM Pricing
Contact Marval Software for pricing details
Starting price:
£95.00 per month
Free trial:
Available
Free version:
Not Available
Other Top Recommended Help Desk Software
Most Helpful Reviews for MSM
1 - 8 of 8 Reviews
Ludwig
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2018
MSM is the Top of the Incident Management Software products on the market.
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.
PROSThe 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.
CONSMany possibilities, and therefore a little longer learning curve, but the extra possibilities definitely give an added value to the product.
Kurt
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2020
Marval MSM for MSP's
Once setup, it runs smooth and caters in all our needs.
PROSThe 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.
CONSNot 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.
Reason for choosing MSM
Flexibility & costing
Reasons for switching to MSM
Flexibility & costing
Arnaud
Oil & Energy, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2020
MSM, a quite good product for a correct price.
Marval assists the customer from the purchasing to the go-live. Marval provides good training and support.
PROSMSM 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.
CONSMSM has a old fashion web interface. The self-service portal is not very user-friendly.
Reasons for switching to MSM
GLPI was limited and we had to manage tickets in an Oulook addin (home made) and an Exchange Transport agent (home made). The solution was good for tickets management but that's all. We changed for Marval because it is compliant with ITIL an offers KB & CMDB.
Mohammad Hesam
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2016
It is a tool with all service management needs for your IT / Non-IT organisation.
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.
PROSEasy to use - web based - database programmed - light in term of performance.
CONSnew development procedure is quite done with delays as it needs to be confirmed on base company after lots of analysis.
Adele
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed February 2020
A daily essential for our business
Marval allows us to track, monitor and manage all aspects of service delivery.
CONSCan at times feel less user friendly than some other ITSM software, and the younger generation feels that the user interface is outdated.
Vendor Response
Thanks for the review, Adele.
Replied February 2020
Adam
Mechanical or Industrial Engineering, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed September 2023
OK Incident Tracking System that can work well if you automate administration of it.
Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed.
PROSAs 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.
CONSFinding 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.
Clayton
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2020
BSA Review
User friendly and is very easy to do personal customisation
CONSHardcoding restricts front end changes Keeps deleted information viz. users and includes them in Xtraction
Nigel
Information Technology and Services, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2017
Service Management tool with Enterprise capability
ITSM, ISO 9000 support
PROSI 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.
CONSIf investing in this tool, invest in training or a consultant to support you getting going. From there is is possible to manage this yourself.