MSM 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
User Reviews

Overview

MSM

3.9

(8)

Pricing

Starting at £95.00 per month

About MSM

With over 30 years in the ITSM business, Marval offers unrivalled industry knowledge and expertise combined with innovative system design. Since launch, we continue to regularly add new product features, updates and functionality, including Machine Learning and Artificial Intelligence, to empower our customers on their ITSM journey.

We are a trusted partner to both public and private sector organisations worldwide, enabling support teams to deliver outstanding service management and customer experiences to colleagues and consumers around the globe.

Work smarter with Marval:

Transparant, clear and faster decision making

Marval Data Lakehouse technology offering real-time
holistic view for data-driven decisions.

Focus on high-value tasks

Robotic Process Automation reducing human error and
repetition

Seamless integration capability

Offering open Restful APIs documented under Swagger for extensive integrations capabilities.

Predictive incident and Problem management

AI and ML allows Marval to automatically detect and respond to potential issues.

Herewith we'd like to drill down into the benefits of AI in Service Management.

Using powerful AI algorithms based on dat...

MSM Screenshots

MSM Pricing and Plans

Starting price: £95.00 per month

Free Trial

Free Version

Basic

£95.00

flat rate, per month

No plan information available

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MSM Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of MSM
API
Asset Tracking
Availability Management
Capacity Management
Change Management
Configuration Management
Contract/License Management
Customizable Branding
Incident Management
Knowledge Base Management
Problem Management
Project Management
Real-Time Chat
Release Management
Service Catalog
Social Media Integration
Ticket Management

MSM User Reviews

Overall Rating

3.9

Ratings Breakdown

25%

50%

13%

Secondary Ratings

Ease of Use

3.8

Value for money

3.8

Customer support

3.9

Functionality

4.4

Have you used MSM and would like to share your experience with others?

Arnaud G.

Verified reviewer

Oil & Energy

5001-10000 employees

Used daily for less than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

MSM 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.

Kurt K.

Verified reviewer

Information Technology and Services

201-500 employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Marval MSM for MSP's

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

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

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.

Cons:

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.

Reasons for choosing MSM

Flexibility & costing

Reasons for switching to MSM

Flexibility & costing

Adam D.

Verified reviewer

Mechanical or Industrial Engineering

51-200 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

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.

Ludwig W.

Computer Software

51-200 employees

Used daily for less than 12 months

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

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

Mohammad Hesam B.

Information Technology and Services

501-1000 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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

Cons:

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

Adele V.

Verified reviewer

Information Technology and Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed February 2020

A daily essential for our business

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

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

Cons:

Can 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

Clayton E.

Verified reviewer

Information Technology and Services

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed February 2020

BSA Review

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

User friendly and is very easy to do personal customisation

Cons:

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

Nigel B.

Verified reviewer

Information Technology and Services

10000+ employees

Used weekly for more than 2 years

Review source

Reviewed December 2017

Service Management tool with Enterprise capability

ITSM, ISO 9000 support

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

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.

Showing 1 - 8 of 8 Reviews