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Our ITSM solution is rich of functionality meeting 16 ITIL processes


MSM is a functionally rich IT Service Management solution that connects people, functions, and systems to drive productivity, reduce costs and improve customer experiences across the organization.

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Embrace the power of MSM

This integrated software solution supports all your service management requirements to enable consistent, measurable, and repeatable processes across your organization, helping you deliver exceptional customer service to both colleagues and clients.

Marval's solution meets an impressive 16 ITIL processes, and Marval is one of just five service management vendors worldwide who has accomplished this incredible achievement.

What are the strategic benefits of our ITSM solution?

  • Standardized delivery of ICT services and processes
  • Drive performance through the improved efficiency of people and processes
  • Enhance control of ICT infrastructure, assets, and services
  • Improve risk assessment, CMDB, change, and release
  • Easily attain and maintain standards and good practice frameworks, including ITIL, ISO/IEC 20000, ISO 27001
  • Generate cost savings from economies of scale and standardized processes
  • Improve governance, compliance, and accountability

Outline of some standard processes:

Incident Management

Utilise MSM's innovative approach for handling customer requests. By entering just a few simple pieces of information about the customer and their issue, you are provided with everything you need to deliver a great customer experience.

Read more about Incident Management here. 

Problem Management

Integrated Support for Problem Management
Automate key processes related to Problem Management, including Identifying and classifying; Investigation and Analysis; Workaround and Known Error; Root Cause and Resolution.

Read more about Problem Management here. 

Change Management

ITIL-based visual workflows guide you through each core activity of Change Management. Use the visualization manager to know in advance how changes can impact your assets and eliminate upstream and downstream conflicts. After completing a project, use the post-implementation questionnaire to conduct a post-change analysis effortlessly to understand how changes impacted timelines, expenses, or goals.

Read more about Change Management here. 

Release and Deployment Management

MSM Release and Deployment features ensure changes (e.g., to IT services, software, hardware, members of staff) are organized, scheduled, and released into production with minimum risk and customer inconvenience.

Marval customers use MSM for:

  • Easy to build release schedules and packages
  • Fast access to change forward schedules and workloads
  • Automatic CMDB update on a successful release
  • Extensive reporting on a release's success or failure
  • Meaningful Reports and dashboards

Service Level Management

MSM offers the most powerful Service Level Management incorporating Service Level Agreement (SLA), Operational Level Agreement (OLA), and Underpinning Contract (UC) management in the industry.

The monitoring capabilities in MSM proactively warn you of pending SLA breaches and provide critical performance metrics. Easily track performance based on services, configuration items (CIs), customer levels, or any combination you choose. Learn to predict potential problems associated with the availability of your IT resources and performance before they become major issues.

Service Level Management is crucial for introducing and implementing reasonable expectations between you and the customers you support. It establishes a two-way accountability for service which is negotiated and mutually agreed upon, helping you to meet customer expectations.

Effective Service Level Management is essential for building your service organization's credibility. It is a measure of how serious you are about providing support. Service Level Management is the basis for evaluating and improving service levels on an ongoing basis.

Marval customers use MSM software to:

  • Measure adherence to agreed customer service levels
  • Monitor and report on performance on Service Desk performance

Service Desk Function

MSM provides a single point of contact to drive the highest levels of first-contact resolution, request fulfillment, and customer satisfaction. It is specifically designed to provide a great customer experience.

MSM is the face of your IT department, and in many cases, if end-users contact the IT service desk, it becomes the face of the whole business.

MSM software enables you to record, manage, solve, and report on customer issues and requests for service related to the usage of your IT Infrastructure, resources, software, and IT services.

  • Standardise delivery of IT services and support
  • Provide support services faster, better, and cheaper
  • Improve first-time fix rates
  • Do more with less
  • Improve the customer experience
  • Improved communication
  • Demonstrate value to the business
  • Meaningful Reports and dashboards

Service Asset and Configuration Management (CMDB)

MSM CMDB provides you with comprehensive and easy-to-use facilities for managing your organization's assets, inventory, contracts, licenses, configurations, attachments, and user-configurable attributes.

MSM CMDB is fast, easy to use, auditable, configurable, can be utilized by many different parts of your organization and is indispensable in supporting corporate governance.

MSM CMDB provides a visual and configurable graphical representation of dependencies and relationships with great reporting.

Use Marval MSM for:

  • Standard asset, inventory, and computer equipment tracking and auditing
  • Configuration management and building/plant service management
  • Maintaining configuration items, relationships, and their dependencies
  • Health and safety checks
  • Identify all assets required for disaster recovery
  • Track, audit, and control your software licenses
  • Track your maintenance and warranty contracts
  • Use MSM Service Reminders for warranty/contract expiry and renewal
  • All your CMDB reporting requirements
  • ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT, ETOMS, audit support, and Corporate Governance
  • Meaningful Reports and dashboards

MSM covers it all

  • Incident Management
  • Major Incident Handling
  • Request Fulfilment
  • Service Level Management 
  • Supplier Management
  • Service Reporting and Management Dashboards
  • Service Asset Management
  • Service Asset and Configuration Management (CMDB)
  • Service Portfolio Management
  • Service Catalogue Management
  • Problem Management 
  • Change Management 
  • Routine Task Management
  • Release and Deployment Management
  • Financial Management
  • Capacity Management
  • IT Service Continuity Management
  • Availability Management and Outage Tracking
  • Customer Satisfaction Surveys
  • Stock Control (Including Cost and Parts) 
  • Knowledge Management
  • Continual Service Improvement
  • Resource and Workload Management
  • Dynamic Workflow Builder
  • Skills Matrix


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