--- description: Review of MSM Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: MSM | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/4160/help-desk/software) > [MSM](/software/265669/msm) # MSM Canonical: https://www.softwareadvice.co.nz/software/265669/msm Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.co.nz/software/265669/msm?page=2) > With over 30 years in the ITSM business, Marval offers unrivalled industry knowledge and expertise combined with innovative system design. Since launch, we continue to regularly add new product features, updates and functionality, including Machine Learning and Artificial Intelligence, to empower our customers on their ITSM journey. We are a trusted partner to both public and private sector organisations worldwide, enabling support teams to deliver outstanding service management and customer experiences to colleagues and consumers around the globe. Work smarter with Marval: - Transparant, clear and faster decision making Marval Data Lakehouse technology offering real-time holistic view for data-driven decisions. - Focus on high-value tasks Robotic Process Automation reducing human error and repetition - Seamless integration capability Offering open Restful APIs documented under Swagger for extensive integrations capabilities. - Predictive incident and Problem management AI and ML allows Marval to automatically detect and respond to potential issues. Herewith we'd like to drill down into the benefits of AI in Service Management. Using powerful AI algorithms based on data collated from numerous sources, Marval delivers informative, reactive, predictive and preventative information enabling you to: - Avoid unplanned down time - Offer enhanced service predictability - Make more effective use of knowledge and resources - Focus on business benefits - Adopt an intuitive approach with Machine Learning With Marval we also use AI in Problem Management. AI in Problem Management could carry out the incident matching activities previously carried out manually. Using algorithms based on pre-defined pain and impact criteria, it could prioritise the underlying problems and even take that a step further by interrogating vendor websites to automatically identify potential fixes. It could even raise changes and implement the patch if the associated level of risk was deemed acceptable. Service Level Management is another process where we integrate AI. Algorithms based upon service level targets, and the various factors that determine whether they are likely to be achieved (such as capacity, changes, planned staffing levels, budgets etc) could together flag up situations, ahead of time, when service availability might come under threat. Such an “early warning system” would provide time and awareness, allowing for mitigation activities to be conducted proactively, ensuring that robust and cost effective, long-lasting resolutions can be put in place instead of the reactive, sticking plaster solutions that might otherwise have been the only viable option. > > Verdict: Rated **3.9/5** by 8 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **3.9/5** | 8 Reviews | | Ease of Use | 3.8/5 | Based on overall reviews | | Customer Support | 3.9/5 | Based on overall reviews | | Value for Money | 3.8/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Marval Software - **Founded**: 1989 ## Commercial Context - **Starting Price**: £95.00 - **Pricing model**: Flat Rate (Free Trial) - **Pricing Details**: Contact Marval Software for pricing details - **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English - **Available Countries**: United Kingdom ## Features - API - Alerts/Escalation - Asset Tracking - Automated Routing - Availability Management - Capacity Management - Change Management - Configuration Management - Contract/License Management - Customisable Branding - Incident Management - Knowledge Base Management - Macros/Templated Responses - Multi-Channel Communication - Problem Management - Project Management - Real-Time Chat - Release Management - Reporting/Analytics - Self Service Portal ## Support Options - Chat ## Category - [Help Desk Software](https://www.softwareadvice.co.nz/directory/4160/help-desk/software) ## Related Categories - [Help Desk Software](https://www.softwareadvice.co.nz/directory/4160/help-desk/software) - [ITSM Tools](https://www.softwareadvice.co.nz/directory/4296/itsm/software) ## Alternatives 1. 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The self-service portal is not very user-friendly. > > Marval assists the customer from the purchasing to the go-live. Marval provides good training and support. ----- ### "Marval MSM for MSP's" — 4.0/5 > **Kurt** | *14 February 2020* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: The Request module is powerful and provides us with the ability to manage our daily operations efficiently. We can automate some functions and predefine the flow of requests. The notifications component provide the tools needed to keep the impacted user up to date with progress on requests. > > **Cons**: Not much to add in this space as the MSM Support team is experts in their field and able to assist when we need special customisation to cater for our business needs. > > Once setup, it runs smooth and caters in all our needs. ----- ### "OK Incident Tracking System that can work well if you automate administration of it." — 2.0/5 > **Adam** | *14 September 2023* | Mechanical or Industrial Engineering | Recommendation rating: 4.0/10 > > **Pros**: As a user who just entered and responded to tickets. it did that reasonably well. I could get to a ticket, view history, who raised it, any related systems.The lifecycle of asset management. > > **Cons**: Finding that data (related systems) was sometimes a chore, especially if you hadn't done it for a while. Not sure what kind of integration it does offer, but our install, all users and assets had to be imported using database queries, and it wasn't single sign on. > > Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed. ----- ### "MSM is the Top of the Incident Management Software products on the market." — 5.0/5 > **Ludwig** | *12 September 2018* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: The MSM software has three major advantages: (a) the OU (Organizational Unit), which represents an organizational hierarchy, and (b) the CI (configuration item), which represents an hierarchy of configurable items (many possibilities). Both give you the power of object oriented structures, which can be configured in many ways. The third advantage is that the CMDB (configuration management database) structure is very versatile and not ony related to typical IT type solutions, such as a defect of a printer, as with most of the incident management products on the market. > > **Cons**: Many possibilities, and therefore a little longer learning curve, but the extra possibilities definitely give an added value to the product. > > We use MSM as an incident management software tool for managing more than 2000 customers in the Benelux territory. Basically this means that we have not just one IT structure to manage, but 2000 IT-type structures to manage for more than 20 software products per customer. And the type of problems are much more complex than just a printer defect. The average problem resolution may go from 1 day to several months of follow-up. ----- ### "It is a tool with all service management needs for your IT / Non-IT organisation." — 5.0/5 > **Mohammad Hesam** | *28 September 2016* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Easy to use - web based - database programmed - light in term of performance. > > **Cons**: new development procedure is quite done with delays as it needs to be confirmed on base company after lots of analysis. > > It's about 3 years I am playing the role of administrator for MSM and I have gone through lots of customer requirements and I could found at least one solution with this ITSM tool. I can see it is getting better and better. It is surely an iso 20000 compatible application and can meet all requirements if you are planning to get the certificate for your company. ----- Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.co.nz/software/265669/msm?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/265669/msm) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data