Easily add custom services to the catalog
Service Request Center lets you easily define and organize your own custom services within a service catalog to aid discovery. You can even limit the publication of these services to select groups – ensuring that each user only sees those services they are authorized to order.
Integrated knowledge base reduces helpdesk call volumes
Service Request Center includes a knowledge base that automatically searches for relevant topics as users submit incidents and requests. Incident and problem resolutions can be posted as articles in the knowledge base and IT change requests can be posted as announcements to the request center once their implementation dates are scheduled.
Service Support Manager (SSM) represents a new process-driven approach to IT. Service Support Manager draws on the power of a process management platform to lower total cost of ownership (TCO), view reports on all service management processes, centralize the IT request center, and improve user satisfaction and agent productivity.
Configure processes to match the way you deliver services
Easily adapt ITSM processes and progress to a new level of ITSM maturity – and ITIL adoption. SSM’s process management platform provides a foundation for delivering and adapting integrated services that go beyond the break-fix realm. By expanding service management to support related processes, your IT organization can deliver integrated services with reliability and consistency.
Integrate ITSM and application lifecycle management
The power of the underlying process management platform tackles new fronts within the ITSM realm and beyond. It serves as the fulcrum of an integrated ITSM-ALM strategy that can bridge the traditional gap between IT operations and application development. Together with Release Control, SSM manages and releases a mixture of development and operation changes at the same time.
Learn more about Release Control
Leverage a process-based approach to ITSM
Service Support Manager comes packaged with workflows based on ITIL v3. SSM provides a process management platform that automates and integrates service delivery workflows. Complete visibility across integrated processes enables you to track IT performance against SLAs to optimize processes for continual improvement.
Create and justify an ITIL service strategy
When requests are captured in the central Service Request Center, they are funneled to the demand manager to help with cost and delivery priority. Service Support Manager provides an accurate view of available resources. Collaborative scoring, voting, and resource estimation shows how resources are used to fulfill demand.
Bring new services online with ITIL service transition
The ITIL service transition volume outlines the steps taken to move services from the request phase to operation.
Deliver value through ITIL service operation
The ITIL service operation volume describes the part of the lifecycle wherein the services and value are actually delivered to the business. SSM acts as an information and delivery hub.
Assemble metrics for ITIL continual service improvement
Adopting ITIL best practices means committing to continual improvement. To measure improvement, SSM assembles and reports relevant metrics about all aspects of service delivery. These reports can be configured to identify problems and improvement opportunities.
Easily track and report on IT asset lifecycles
Automate the management of financial assets by tracking the acquisition, ownership, and value of assets throughout their lifecycle. Track approvals, calculate depreciation, and report on asset usage. As part of SSM, asset management is integrated with service requests, inventory tracking, and change and configuration management.
Deploy on-premises or in the cloud
Service Support Manager is designed to support all implementation scenarios, including on-premises, on the cloud in a SaaS environment (Service Support Manager on Demand), or as a hybrid of the two. SSM on Demand offers all the benefits of software as a service.
Easily define and track service level agreements
Easily track your team's performance against service level agreements. Administrators can set up rules that trigger corrective action when SLA targets are at risk of not being met or are violated.