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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 combine datalake house technology, AI, ML and RPA with ITSM allowing you to move from a reactive to a proactive approach whenever possible.
Provider
Marval Software
Located In
United Kingdom
Foundation
1989
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Training
In Person, Documentation, Live Online, Webinars
Support
Chat
Organizations who want to move from a reactive to a proactive approach whenever possible. Making use of a data-driven AI-augmented ITSM solution. Companies that want to take ITSM to the next level.
Content Source: MSM
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MSM Reviews
"MSM, a quite good product for a correct price."
Overall: Marval assists the customer from the purchasing to the go-live. Marval provides good training and support.
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.
"Marval MSM for MSP's"
Overall: Once setup, it runs smooth and caters in all our needs.
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.
"OK Incident Tracking System that can work well if you automate administration of it."
Overall: Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed.
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.
"MSM is the Top of the Incident Management Software products on the market."
Overall: 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.
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.
"It is a tool with all service management needs for your IT / Non-IT organisation. "
Overall: 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.
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.
