Home » ITSM Software Features
- The core of ITSM Software
- Easy and rapid creation of incidents, problems and service requests using templates; track the history of all activity
- Visual impact analysis to restore service and minimize business impact
- Coordinate complex problem investigations
- Link related items to investigations, like Incidents, Problems, Configuration Items, Changes, Services, Knowledge, etc.
- Empower end users with self-service to browse a knowledge base, submit requests, and track progress and feedback
- Automate approvals for service requests
- Plan changes to reduce service outages
- Manage assessments and approvals
- Audit Change history
- Link related items to Changes, like Configuration Items, Problems, Knowledge Articles, Incidents, etc.
- Define, develop, and publish IT services
- Link Contracts to related services and Incidents to track achievement
- Publish browsable service catalogs for different audiences
- Make key information readily available to users
- Create different knowledge bases for different users
- Link knowledge to Incidents and other records to provide detail
- Create and manage Configuration Items (CIs) to identify problems
- Link CIs to other records like Incidents, Changes, Problems and Contacts to see impact on the organization
- Track versions and warranty information to plan upgrades
- Automate business processes
- Incorporate rules and approvals into processes
- Easy-to-use GUI with drag-and-drop workflow design
- Easily create customized reports based on business needs
- Distribute dashboards to relay information quickly
- Schedule report delivery
- Access FootPrints where and when you need it on any device
- View assignments and update records from your mobile device
- Improve agent productivity
- Manage SLAs, OLAs, and underpinning contracts
- Enforce response and resolution targets for all agreements
- Report on your success rate
- Easily configure business rules to match the process of your organization
- Define business rules to send notifications, automate assignments, trigger escalations, send surveys, and much more
- Configure the system to work how you want to work
- Design different portals for different types of business users
- Ensure access to the information people need to complete their work and secure it from those who should not see it
- A powerful addition to your ITSM Software
- Access real-time asset information from client machines
- Perform actions on the remote device, including Remote Control, Viewing Logs/Running Processes/Running Services, rebooting or waking up the device, without requiring VPN
- Allow approved changes to be automated with software deployment
Integrate your ITSM Software with Dynamic SQL Link
- Connect to external systems to pull relevant data into your tickets from any MS SQL or PostgreSQL database source
- Dynamically link to your CRM system to use as the source of contacts in your address book
- Pull information from any asset management system into your Incidents and Changes
