Information technology Service Management (ITSM) solution help Organisations jumpstart its digital transformation. As our flagship product suite, ITSM defines, structures, consolidates, manages, and automates the IT services an enterprise offers its employees, customers, and partners. With ITSM, our customers can elevate their IT service experience by improving IT productivity, achieving new insights, and consolidating IT services.
ITSM includes the following applications that help you set the foundation for digital transformation:

Agent Workspace
Agent Workspace’s modern user interface serves as the command center for service desk agents and helps them solve issues faster and increase customer satisfaction.
Incident Management and Problem Management
IT can restore service after an unplanned interruption by investigating the root cause of an incident or escalating it to a major incident to quickly resolve critical service disruptions.
Change Management
IT can control change processes to minimize the risks and costs of unplanned changes, automate standard changes with DevOps capabilities.
Release Management
Release Management facilitates planning, designing, building, configuring, testing, and releasing hardware and software into the IT infrastructure.
Asset Management
Asset Managers can track the financial, contractual, and inventory details of hardware, devices, and virtual assets from purchase through disposal. This helps to mitigate risk by knowing how every system is configured, what it costs, who has access to it, and what’s installed on it.
Cost Management
IT managers can track one-time and recurring costs of configuration items used by IT, and to allocate those costs to business units using allocation rules.
Request Management and Knowledge Management
Organisations can give end users a modern, omni-channel way to interact 24x7with IT and other shared services groups using any device—enable self-help, collaboration, and request items or services.
Walk-up Experience
Employees get a streamlined method for capturing and managing face-to-face IT support requests by using Walkup Experience.
As service demands increase and business goals evolve, Organisations can transform its service experience with native machine learning, virtual agents, and analytics capabilities. Organisations can launch the capabilities listed below straight from the box without the need for specialist skills, customize and refine as you go, and create a service environment that proactively supports its business goals.
Virtual Agent
Virtual Agent provides instant resolution to repetitive IT service tasks and requests via Virtual Agent—an automated, conversational chatbot that understands natural human language.
Predictive Intelligence
Predictive Intelligence automatically categorizes and routes issues to the right resolution team, while empowering technicians with AI-assisted answers for faster resolutions.
Performance Analytics
Stakeholders and subject matter experts—workers, owners, and executives—who are responsible for successful service delivery can make smarter, real-time decisions based upon Performance Analytics.
Continual Improvement Management
Continual Improvement Management (CIM) aligns data, people, and business goals to empower the organization to achieve continual improvement in a repeatable manner.
Dynamic Translation
Organisations can use Dynamic Translation to remove language barriers in delivering outstanding services to its end users.
Service Owner Workspace
Service Owner Workspace helps Organisations track and analyze how its services are performing and which services need attention from a unified place.
Vendor Manager Workspace
This application allows users to monitor the performance of Organisations’s vendors and manage all vendor-related information.
Workforce Optimization
This application allows Organisations to maximize your most valuable resource – your teams.
Process Optimization
Organisations can gain greater visibility on processes that impact the business. Organisations can also gather insights on bottlenecks through visual representation of process flows.
DevOps
Provides capabilities to integrate with and collect data from Platform instances; and third-party planning, source code control, and build execution tools.
DevOps Insight
Provides the capability to view dashboards and create trending reports from the information collected by the Platform DevOps Application.
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