Service Manager

The extensible and scalable service desk solution built on machine learning, analytics and automation.

Service Manager

Machine learning, analytics based service desk

Automatically categorize tickets, route service requests, find solutions, and identify patterns in incidents and other records to fulfill requests and solve issues quickly.

Modern and engaging self-service

An effective self-service user experience with native mobile applications, virtual agents (bots), live chat and smart search, driven by machine learning, analytics, and automation.

Customizable dashboards and reporting

Access more than 200 out of the box reports or easily create your own for role-based and personalized dashboards. Available for schedule based distribution with various export formats.

Automated end-to-end change management

Full featured change management from change request to validation, including calendar, visual impact analysis, risk assessment, collision detection, virtual CAB and automated task execution.

Codeless configuration

Easily customize and configure reusable processes, workflows, and task plans with drag and drop UI based process designer. Out-of-the-box ITIL compliant processes.

DevOps and ChatOps

Automate release build and deployment through GitHub integration, provides collaboration, simplifies processes, and makes them repeatable and reliable, from development all the way to production.

Identify problems, create knowledge, analyze surveys and more – Hot Topic Analytics finds and analyzes patterns in incidents and other data.

Self-service for an engaging experience with virtual agent, smart search, smart ticketing, and live chat – via the web and mobiles devices.

Analyze impact, assess risk, detect collisions, and automate change execution with out-of-the-box ITIL compliant change workflows.

Customize and configure processes, workflows, tasks with business rules, custom actions, forms, and more without writing code.

More than 200 out-of-the-box operational reports and key performance indicators (KPIs) representing all Service Manager process areas.

We really saw the benefits of having smart tickets save our agents 60 percent of the time to capture interactions.

Charl Joubert

University of Pretoria

we implemented a DevOps practice because our customers asked to bring new changes, new features every two weeks. And our release cycle before was about 2.5 months.

Maxim Melamud

Sberbank

With Service Manager smart analytics we can do it. The main topic for us is the automatic assignment of the tickets We do not lose time with dispatching a ticket with this we can save time.

Andy Galliker

Raiffeisen Schweiz

Service Manager was a solid base, but a flexible base, to build our Fastweb system. We find which are the services of a customer in one click, and all these actions in one user interface – only one.

Pietro Rosone, Matteo Scorza

Fastweb

Increase your change success rate with Service Manager

Learn more

Three ways analytics and machine learning can transform your service desk

Read white paper

5 key capabilities for a smart service desk solution

View infographic

Increase your change success rate with Service Manager

Service Manager ties the change planning and analysis process with automated change execution and validation to help reduce the risk of service downtime and to increase the change success rate.

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Service Manager

Increase your change success rate with Service Manager

Increase your change success rate with Service Manager