A flexible IT service management software for effective service requests handling and resolving issues before they can impact the business. Get the ITSM process automated within hours, transform experience of both customers and agents, improve performance and availability while dramatically reducing cost and risks.
IT service management understanding changed a lot with the major update of ITIL (Information Technology Infrastructure Library) released in the first quarter of 2019. New ITIL, being an international standard for IT service management, gets focused on using ITSM’s best practices to support not only IT, but other business departments — HR, procurement, finances, etc. — which provide services to employees too.
Today, workflow-based ITSM software needs to go beyond standard capabilities and be flexible and configurable enough to enable effective management of any business services and scale benefits of ITSM best practices to the company level.
An advanced ITSM solution based on CMW Tracker is designed for quick request handling automation and gaining full control over IT service management. Easily create IT service catalog, configure request forms and workflows, set up SLAs (Service Level Agreements) without having to code. Even more, it allows you to add new services, modify forms and request handling processes on-the-fly within a highly intuitive user interface, right from your web-browser.
Workflow-based ITSM system by CMW Lab can grow with your business as your needs change. Start from improving ITSM, then add more services and scale your success to HR service management, claims management or any other business services.
The IT service management system can be easily tailored to your business needs and extended on an as-needed basis. Consider some basic ITSM software capabilities, included into the solution:
Enable the full SLA management lifecycle from service definition and service level configuration to service impact analysis.
Get workflow templates for end-to-end management of all kinds of IT service requests – including maintenance, update, and change.
Ensure that the necessary changes are implemented on time and with minimal impact on the system operation.
Saves time for troubleshooting known issues thanks to streamlined publishing, review, and approval process for knowledge base articles.
Get advantage of a centralized interface for handling of all service requests, orders and communication history.
Enjoy quick and easy new service introduction and reconfiguration and support the constantly changing business requirements.
Make sure that any service operation is restored after a failure or an interruption as quickly as possible and minimize the fallout impact on the business.
Get advantage of full asset lifecycle management starting with procurement to asset decommissioning..
Enable gathering of incidents and service requests and setting up processes to handle them.
Enjoy a single point of reference for managed resources, assets and services.
Your company has specific IT service workflows or requests that go beyond the norm — you are not alone. ITSM tools by CMW Lab have been developed with flexibility in mind, adapts to your processes and goals, and allows non-technical users to model, run and modify workflows with drag-and-drop simplicity.
Easily design request forms, re-use them and add new fields when needed.
Have a new, automated request handling process up and running within days, not months.
Get advantage of on-the-fly changes to request-forms and automated workflows in your ITSM solutions.
Improve team communication and collaboration thanks to a single work environment.
Identify request management bottlenecks and implement corrective action in time:
IT service management (ITSM) is a set of activities IT teams perform while managing end-to-end delivery of IT services to customers, either internal or external.
ITSM is committed to a process-based approach, when designing, planning and delivering IT services offered to customers. What are ITSM processes? In general these processes are defined as a set of processes related someway to effective IT service delivery or aligning IT to business needs. ITSM processes are also frequently associated with processes and ITSM best practices described in ITIL (IT Infrastructure Library), a guideline that defines the most widely accepted approach to ITSM.
The key ITSM processes include:
IT service management can be a great advantage for IT teams, engaged to deliver high value for business. ITSM tools are often marketed as ITSM platforms, which allow designing the best fit solutions to fulfill your defined functional requirements with drag and drop simplicity.
In Cloud & On-premise
CMW Lab® provides both on-premise and in Cloud deployment options. Besides, flexible transition between cloud-based workflow solution and on-premise one can be rolled out if needed. Deployment options
API and Integrations
CMW Lab provides wide workflow integration capabilities.Take advantage of bidirectional integration scenarios, s support for both fine grained, and bulk export operations – all available through Web Services open API’s and built-in enterprise services. Integration capabilities
Run your workflow seamlessly on your desktop computer, iOS and Android phone or tablet and enjoy fully consistent user experience.