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Service Management

“A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific coasts and risks”
(ITIL, 2007)

Faced with increased cost pressure, the technological progress and the changes companies must deliver excellent and stabile IT services and use human and technological resources effectively. And above all, control and improve their processes continuously.

The service management offers multi-client capability as well as to the users (service desk) and the customers (SLA). The ITIL-compliant system supports in a process-controlled manner with its integrated and customizable workflows the

  • Service desk, the central process and communication interface between users and their IT-organization.
  • Incident Management which aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations
  • Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure
  • Change Management to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes of your IT infrastructure
  • SLA Management with the backup of the compliance between produced and agreed achievements
  • Advanced Business Alerts to keep the deadline, which was promised in the Service Level Agreements. It provides comprehensive tools and design capabilities to integrate with any number of existing applications or systems to provide people with the information needed to make timely and accurate decisions; whenever and wherever they are located.


Here are some screenshots of the Software Asset Management. By clicking the thumbnail you'll get to the original size in a new window (1280 x 960 Pixel):

Service Management: Detailed view of a ticket Service Management: All tickets
Detailed view of a ticket All tickets
Service Management: Detailed view of a SLA-contract
Detailed view of a SLA-contract