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ITinvolve Service Manager

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ITinvolve Service Manager transforms IT Service Management (ITSM) with a unique, breakthrough approach.

Cloud computing, virtualization, and BYOD are making greater demands on traditional service management tools and processes. Unfortunately, commoditized service desk tools offer little more than ticketing and more “enterprise class” products are process-heavy and difficult to configure. What’s more, the collaboration capabilities they contain are afterthoughts at best and lack the context required for effective engagement.

ITinvolve challenges this status quo.

Product highlights:
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  • Provides a unified self-service portal for incidents, requests, and help information
  • Supports ITIL processes for incident, problem, change, and request management
  • Brings valuable, but scattered, IT knowledge and data together in one place – displaying it visually
  • Captures undocumented, expert tribal knowledge through easy-to-use social collaboration
  • Ensures teams have a trusted, complete, and accurate foundation for rapid decision making and risk analysis
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Innovation of the Year Award Finalist
Change Management – speed change planning and avoid unintended consequences with full support for change process management combined with change calendaring, powerful visual impact analysis, automatic identification and engagement of stakeholders, collaborative risk assessment, and Change Advisory Board management.
Change Management
Incident Management
Incident Management – respond to incidents faster and more effectively with full support for incident process management combined with in-context collaboration and easy access to all relevant IT knowledge for Service Desk personnel.
Self-Service Portal – redefine how you present IT services and provide support to your users with a consumer-friendly catalog of requestable service offerings, automated routing of help requests to the right teams, and promotion of valuable knowledge for self support.
Service Portal
Problem Management
Problem Management – identify root-causes and develop permanent fixes faster by leveraging prior incident information, powerful visual analysis, and scenario modeling. Create virtual workspaces to assign actions and facilitate problem team collaboration.

Measurable Results

  • Reduce the time to resolve issues and restore service by 50% or more
  • Reduce unintended consequences from changes by 50% or more
  • Enhance end user satisfaction by 20% or more
  • Improve cross-team coordination of daily IT operations activities by 50% or more

“I’ve been using manual change management approaches and ITIL processes for twenty years and found ITinvolve’s approach to be fresh with an appealing SaaS model that helped us get up-and-running fast and cost effectively.”

Dave Colesante,
Senior Vice President
Product Development and CTO
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