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IT Service Management

The Challenge

IT service management (ITSM) is a strategic approach referring to all the activities performed for an organization to plan, design, provide, operate and manage the information technology (IT) services that are offered to its clients and customers. One of the main ITSM challenge is designing and deploying IT services that support business goals and enhance the efficiency of day-to-day operations to deliver high-quality services and improve customer satisfaction.

Delivering information technology service excellence enables IT to move from simply supporting the business to helping to innovate and optimize the business. Silos of people, processes, information and technology can create barriers of inefficiency and make it difficult to agree on service priorities. Lack of visibility into critical information and inefficient workflows make it difficult to understand service context.

IT Service Management – ITSM

The Solution – SoftExpert ITSM

SoftExpert ITSM is a powerful yet easy-to-use, modular and cost-effective ITIL®-based software package for automating and improving IT service requests, incident and problem management, service level agreements (SLA), knowledge base, configuration management (CMDB) and IT human resources.


The solution allows organizations of all sizes and in every industry to improve IT governance, optimize service levels, boost productivity and reduce related costs, aligning IT infrastructure management with strategic business objectives.


SoftExpert ITSM software incorporates ITIL® and other widely adopted best practice frameworks, integrating service requests, incident and problem management, configuration management and IT human resource management in a single platform, bringing together the best in management practices and the best in technology.

More Information

Service Requests: Seamlessly integrates service requests with resources, portfolio and project management. Effectively and efficiently manages IT service requests, resources, budgets and projects, delivering new IT initiatives on time, on budget and per specifications.


Incident and Problem Management: Automates the entire incident and problem management lifecycle through a configurable workflow engine, ensuring critical IT service continuity. Analytical reports provide accurate, relevant and timely information to act to ensure compliance and business continuity.


Configuration Management: Control and protect IT resources deployment by streamlining configuration management processes. Managers can easily define and enforce standardized change processes, securing the correct level of notification and minimum user impact.


IT Human Resource Management: Single and centralized view of the enterprise-wide IT resource supply, demand and skill-level information, allowing for better management and use of IT infrastructure. Managers can ensure that IT teams are growing with the business while implementing individual development and training plans, and continuous employee performance evaluations.

Screenshots

Service Catalog

Incident Management

Incident Management

Incident Management

Incident Management

Incident Management

Problem Management

Incident Management

Problem Management

SLA Definition

Management Portals

Problem Management

IT Projects

Management Portals

Management Portals

Management Portals

Management Portals

Management Portals

Main Benefits

  • Automates the entire ticket, incident and problem management lifecycle;
  • Prevents service interruptions and SLA delays;
  • Increase service desk agent productivity;
  • Reduces wrongly routed or duplicate incidents;
  • Prevents wastage of time and resources from poorly planned changes;
  • Streamlines user experience through self-service portals and easy and custom service catalogs;
  • Predicts impacts and help informed decision making with CMDB;
  • Delivers on time and on budget services with integrated Project Management capabilities;
  • Improves infrastructure availability with integrated Asset Management capabilities;

Solution Overview

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  • SLM
  • Contact Us

Soft Expert Authorized Partner

Business Process & Control Management Solutions LLC

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