With traditional ITSM products, the process logic is hard-coded within the application. Service Support Manager is built on a robust process management platform that you can quickly configure or make changes to workflows, forms, and reports. This user-friendly environment removes the obstacles and costs typically found in initial setup and subsequent upgrades to ITSM software.
Yes, Service Support Manager includes a configuration management database (CMDB) that can replace or be used in tandem with an existing CMDB.
Yes, packaged ITSM processes have been ITIL v3-verified. In addition, the process management platform aids with process automation, a key pillar of ITIL. With Service Support Manager you can easily automate and modify processes. Service Support Manager also provides user-configurable reporting and auditing to help your IT team continually detect problem areas and enhance service, supporting the ITIL imperative for measurement and continual improvement based on key metrics.
Yes, user self-service capabilities (portal, catalog, and integrated knowledge base) are key differentiators. Micro Focus supports SLA management through a variety of techniques including duration reports and notifications.
Yes, Service Support Manager is available for deployment on demand, on premises, or via a hybrid model. Service Support Manager is built on a robust, multi-tenanted process management platform that provides customers a secure, reliable, and highly adaptable ITSM solution.
Service Support Manager’s process-based approach to ITSM addresses the flexibility, visibility, and usability challenges inherent with traditional ITSM solutions. Service Support Manager offers all the functionality you expect from a robust ITSM solution.
Read why Ovum Research believes Service Support Manager should make your ITSM short list ›
Service Support Manager can replace or extend your existing ITSM solution with its unified capabilities.
You can also leverage the underlying process management platform to deliver services well beyond the break-fix realm.
Service Support Manager enhances the data management heritage of legacy ITSM applications with the addition of a rich process management platform. A graphical process modeler makes it extremely simple to configure or add new service delivery processes and the associated business logic.
Micro Focus offers an SLA guaranteeing 99% uptime outside of scheduled maintenance. Service Support Manager is built on a robust and highly scalable process management platform that has built-in queues, throttles, load balancing, and auto-start capabilities to ensure that it is highly scalable and reliable.
Service Support Manager on Demand is hosted on an elastic enterprise cloud infrastructure that allows for dedicated resource pools (CPU, memory, disk) in a virtualized environment along with “bursting” capabilities that automatically allow access to an additional pool of resources when unforeseen spikes occur.
In addition, Micro Focus offers robust enterprise-level data protection and backups.
Yes, Service Support Manager provides web interfaces for both IT staff and business users making requests. These interfaces are password-protected and secured via 128-bit SSL.
Service Support Manager’s multi-tenanted environment allows multiple customer instances to reside on the environment. However, the technology allows for customers to have an isolated instance (namespace) that has their own private copy of the solution. All business data is stored in separate tables specific to the namespace and is isolated from other customers’ data.
In addition, the solution features strong identity and access management.
