# MSM Software Reviews, Demo & Pricing - 2026 > Review of MSM Software: system overview, features, price and cost information. Get free demos and compare to similar programs. Source: https://www.softwareadvice.com/itsm/msm-profile --- [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / MSM Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview # MSM 2026: Benefits, Features & Pricing Wondering if MSM is right for your organization? Our Help Desk Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - User Reviews ## Overview MSM 3.9 [(8)](https://www.softwareadvice.com/itsm/msm-profile/#reviews) 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... a collated from numerous sources, Marval delivers informative, reactive, predictive and preventative information enabling you to: - Avoid unplanned down time - Offer enhanced service predictability - Make more effective use of knowledge and resources - Focus on business benefits - Adopt an intuitive approach with Machine Learning With Marval we also use AI in Problem Management. AI in Problem Management could carry out the incident matching activities previously carried out manually. Using algorithms based on pre-defined pain and impact criteria, it could prioritise the underlying problems and even take that a step further by interrogating vendor websites to automatically identify potential fixes. It could even raise changes and implement the patch if the associated level of risk was deemed acceptable. Service Level Management is another process where we integrate AI. Algorithms based upon service level targets, and the various factors that determine whether they are likely to be achieved (such as capacity, changes, planned staffing levels, budgets etc) could together flag up situations, ahead of time, when service availability might come under threat. Such an “early warning system” would provide time and awareness, allowing for mitigation activities to be conducted proactively, ensuring that robust and cost effective, long-lasting resolutions can be put in place instead of the reactive, sticking plaster solutions that might otherwise have been the only viable option. Wondering if MSM is right for your organization? Our Help Desk Software selection experts can help you in 15 minutes or less. ## MSM User Interface ## Popular MSM Alternatives Main Product MSM 3.9 [(8)](https://www.softwareadvice.com/itsm/msm-profile/#reviews) Ratings Breakdown - 3.75Ease of use - 3.80Value for money - 3.88Customer support - 4.38Functionality Pricing Starting at £95.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4081)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3444)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Milvus](https://www.softwareadvice.com/it-management/milvus-profile/) 4.8 [(298)](https://www.softwareadvice.com/it-management/milvus-profile/#reviews) Ratings Breakdown - 4.79Ease of use - 4.66Value for money - 4.66Customer support - 4.66Functionality Pricing Starting at R$35.00 per month Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.5 [(733)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.58Ease of use - 4.43Value for money - 4.56Customer support - 4.33Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Supremo Remote Desktop](https://www.softwareadvice.com/help-desk/supremo-profile/) 4.7 [(447)](https://www.softwareadvice.com/help-desk/supremo-profile/reviews/) Ratings Breakdown - 4.76Ease of use - 4.72Value for money - 4.64Customer support - 4.50Functionality Pricing Starting at $109.00 per year Get Price ## 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 Confused about pricing? We've got you covered. Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## 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 5 25% 4 50% 3 13% 2 13% 1 0% 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? AG 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. 3 Marval assists the customer from the purchasing to the go-live. Marval provides good training and support. Ratings Breakdown 3 Ease of use 4 Value for money 4 Customer support 4 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. Read More KK 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 4 Once setup, it runs smooth and caters in all our needs. Ratings Breakdown 4 Ease of use 5 Customer support 4 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 Read More AD 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. 2 Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed. Ratings Breakdown 3 Ease of use 3 Value for money 2 Customer support 4 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. Read More LW 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. 5 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 4 Ease of use 5 Value for money 5 Customer support 5 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. Read More MB 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. 5 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 5 Ease of use 4 Value for money 4 Customer support 5 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. Read More AV 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 4 Ratings Breakdown 4 Ease of use 3 Customer support 5 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 Read More CE 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 4 Ratings Breakdown 4 Ease of use 4 Customer support 4 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 Read More NB 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 4 ITSM, ISO 9000 support Ratings Breakdown 3 Ease of use 3 Value for money 4 Customer support 4 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. Read More Showing 1 - 8 of 8 Reviews ## Other Top Recommended Help Desk Software [NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) **4.7** (293) Recently recommended **12** times [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) **4.5** (733) Recently recommended **10** times [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** (4081) Recently recommended **9** times [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) **4.5** (520) Recently recommended **4** times Stuck Between Options? Our experts can help you compare MSM with other top options, so you can find the best fit for your needs. ## See what companies are saying about Software Advice