SE ESM
Enterprise Service Management
Integrate service processes, IT tickets, incident and problem management, SLA (Service Level Agreement), knowledge base, configuration management (CMDB), and change management on a single platform.
Requests
Centralise the service request process for different areas such as IT, HR, financial and legal, among others. Prioritise requests, optimise the distribution of activities and avoid overloading the team. Track the status of requests and automate alerts and notifications for those responsible. Store the knowledge generated from the history of requests and problem resolution.
Self-service portals
Encourage self-service through personalised service portals, avoiding redundant requests and allowing users to solve their own demands. Provide pre-formatted procedures and knowledge bases to employees, customers and partners. Optimise company activities and allocate resources to more important demands.
Service Catalog
Create service requests with a central repository updated in real time. Simplify opening requests and tickets by creating unified service catalogs for each department. Design specific workflows for each need with process modellers and no-code electronic forms.
Integration
Easily integrate service processes with resource, portfolio, and project management. Investigate occurrences with built-in root cause analysis resources. List all IT asset information in a single asset management repository. Generate analytics reports with service quality and performance indicators.
