Single-point-of-contact IT service management.

Service Support Manager (SSM) represents a new process-driven approach to IT service management—one that enables business and IT to work together.

Other ITSM solutions are difficult to use, have high maintenance costs, and provide limited visibility across the service delivery lifecycle. SSM draws on the power of a process management platform to:

• Lower total cost of ownership (TCO)
• View and report on all service management processes
• Centralize the IT request center
• Improve user satisfaction and agent productivity

SSM can be deployed on premises, via SaaS through Service Support Manager on Demand, or as a hybrid of the two.

SSM integrates change and release management in order to bridge the divide between dev and ops. Core processes have been commended by Pink Elephant as “the best ITIL has to offer.” In addition, Service Support Manager is packaged with fully functional, easy-to-use applications.

• Request management
• Incident management
• Problem management
• Change management
• Configuration management

Set up a self-service IT request portal with an intuitive “shopping” experience. The web-based Service Request Center enables users to discover and request IT services, submit incidents, and review knowledge base articles. An enterprise service catalog enables services to be composed, organized, and published into convenient categories. Visual dashboards and robust report generation capabilities provide complete visibility across the service delivery process.

Customizable, role-based dashboards and reports provide unparalleled insight into service management processes. SSM collects and reports metrics throughout service lifecycles, and cross-application reporting provides end-to-end operational visibility.