Learn more about our solution to simplify Enterprise Service Management in your company
Manage service requests, IT tickets, incident and problem management, service level agreements (SLAs), knowledge base, configuration management (CMDB) and change management in a single platform.
Main benefits
Agility
Reduce manual tasks by automating the entire request, incident and problem management lifecycle.
Better communication
Standardize service with a centralized channel and improve communication and information flows between departments and customers.
Ease of use
Simplify the user experience with intuitive, personalized self-service portals and service catalogs.
Productivity
Stop wasting resources and time on repetitive tasks, service failures and poorly planned change.
Quality
Improve customer satisfaction by improving the quality of services and meeting deadlines.
Visibility
Monitor the progress of activities and satisfaction levels with comprehensive and customizable dashboards.
Improve productivity, reduce response times and enhance results
SoftExpert ESM is solution for Enterprise Service Management and IT service management (ITSM). The solution is based on the best management principles and practices, including ITIL® and other frameworks widely adopted by the market.
Requests
- Centralize the service request process for different areas such as IT, HR, financial and legal, among others.
- Prioritize requests, optimize 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 with personalized portals to avoid redundant requests and allow users to solve their needs themselves.
- Provide pre-formatted procedures and knowledge bases to employees, customers and partners.
- Optimize 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 modelers and no-code electronic forms.
Integration
- Easily integrate service requests with resource, portfolio and project management.
- Investigate occurrences with built-in root cause analysis resources.
- Manage all IT asset information in a single repository.
- Generate analytical reports on indicators of services provided.
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IT strategy
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Service catalogue
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BPMN based process
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Project control
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Incident management
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Problem management
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