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Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots, data sheets, white papers and more information refer to the sources listed above.
ITSM tools are often marketed as ITSM suites, which support a whole set of ITSM processes. At their core is usually a workflow management system for handling incidents, service requests, problems and changes. They usually also include a tool for a configuration management database (CMDB). The ability of these suites to enable easy linking ...
Yes - Integrated reporting wizard, customizable PHP reporting tool, dashboard, optional interface with Crystal Reports, export to Microsoft Excel/CSV, knowledge base, optional asset management tool No Yes No Yes Yes Yes [65] Unknown No SysAid
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
Supportworks provides an integrated knowledge base application, e-mail integration through a shared mailbox, and the ability to populate a database of customers from external sources such as directory services using LDAP, query results from external databases, CSV files and Excel documents.
Serena Software Inc. is an American software company that provides IT management products to enterprises. [3] Serena solutions offer a process orchestration approach and span the areas of development, DevOps and IT management.
An individual RT ticket in Request Tracker 5. Organizations of all sizes use Request Tracker to track and manage workflows, customer requests, and internal project tasks of all sorts. Among other things, RT offers custom ticket lifecycles, seamless email integration, configurable automation, and detailed permissions and roles.
SIAM is a rapidly developing area of service management, and one that is closely associated with multiple disciplines including IT service management, enterprise architecture, organisational change management, quality management and risk management. [1]