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    SoftExpert ESM

    Enterprise Service Management

    Reduce response times and streamline service delivery

    The Solution – SoftExpert ESM

    SoftExpert ESM is a powerful yet easy-to-use, modular and cost-effective ITIL®-based software package for automating and improving IT service requests, incident and problem management, service level agreements (SLA), knowledge base, configuration management (CMDB) and IT human resources.

    The solution allows organizations of all sizes and in every industry to improve IT governance, optimize service levels, boost productivity and reduce related costs, aligning IT infrastructure management with strategic business objectives.

    SoftExpert ESM software incorporates ITIL® and other widely adopted best practice frameworks, integrating service requests, incident and problem management, configuration management and IT human resource management in a single platform, bringing together the best in management practices and the best in technology.

    Enterprise Service Managment – ESM

    Read More
    Read More

    Service Requests: Seamlessly integrates service requests with resources, portfolio and project management. Effectively and efficiently manages IT service requests, resources, budgets and projects, delivering new IT initiatives on time, on budget and per specifications.

    Incident and Problem Management: Automates the entire incident and problem management lifecycle through a configurable workflow engine, ensuring critical IT service continuity. Analytical reports provide accurate, relevant and timely information to act to ensure compliance and business continuity.

    Configuration Management: Control and protect IT resources deployment by streamlining configuration management processes. Managers can easily define and enforce standardized change processes, securing the correct level of notification and minimum user impact.

    IT Human Resource Management: Single and centralized view of the enterprise-wide IT resource supply, demand and skill-level information, allowing for better management and use of IT infrastructure. Managers can ensure that IT teams are growing with the business while implementing individual development and training plans, and continuous employee performance evaluations.

    • Service Catalog

      Service Catalog

    • Incident Management

      Incident Management

    • Problem Management

      Problem Management

    • SLA Definition

      SLA Definition

    • IT Projects

      IT Projects

    • Management Portals

      Management Portals

    Main Benefits

    Automates the entire ticket, incident and problem management lifecycle;

    Prevents service interruptions and SLA delays;

    Increase service desk agent productivity;

    Reduces wrongly routed or duplicate incidents;

    Prevents wastage of time and resources from poorly planned changes;

    Streamlines user experience through self-service portals and easy and custom service catalogs;

    Predicts impacts and help informed decision making with CMDB;

    Delivers on time and on budget services with integrated Project Management capabilities;

    Improves infrastructure availability with integrated Asset Management capabilities;

    Provides complete visibility into IT service performance and help to identify improvement opportunities.

    Resources

    Features

    Service request

    Customize service request flowcharts and forms.

    Repository

    Track IT service request in real time from centralized repository.

    Reports

    Straightforward KPI analytical reports.

    Task manager

    Centralized task manager, alerts and notifications.

    Root cause analysis

    Integrated problem root cause analysis resources.

    IT assets

    Maintain all relevant IT asset information in one place.

    Know some success stories

    More Resources

    Featured Resources

    Ebook

    7 Crucial Elements in IT Service Management

    Read this eBook to find out which are the elements for make your ITSM initiatives more successful.
    Learn more
    DOWNLOAD

    White Paper

    The role of service request management

    The necessity for the business to be able to articulate what its requirements are for IT.
    Learn more
    DOWNLOAD

    Ebook

    How to Implement IT Service Management that Supports Your Company’s Strategy and Objectives

    Read this eBook that gives to you a step-by-step guide on how to efficiently design and deploy IT services in your company.
    Learn more
    DOWNLOAD
    More Resources

    See also

    ITIL
    SoftExpert Incident
    SoftExpert Problem
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    SoftExpert
    • Products
      • By business needs
        • Overview
        • Business Process Management – BPM
        • Corporate Performance Management – CPM
        • Enterprise Asset Management – EAM
        • Enterprise Content Management – ECM
        • Enterprise Quality Management – EQM
        • Enterprise Risk Management – ERM
        • Environmental, Social and Corporate Governance Management – ESG
        • Governance, Risk and Compliance Management – GRC
        • Human Development Management – HDM
        • Enterprise Service Management – ESM
        • Product Lifecycle Management – PLM
        • Project and Portfolio Management – PPM
        • Supplier Lifecycle Management – SLM
      • By industry
        • Overview
        • Aerospace and Defense
        • Agribusiness
        • Architecture, Engineering & Construction
        • Automotive
        • Chemicals
        • Consumer Goods
        • Education
        • Energy & Utilities
        • Financial Services
        • Food & Beverage
        • Healthcare
        • High-tech
        • Medical Devices
        • Mining & Metals
        • Pharmaceuticals & Biotechnology
        • Public Sector & Associations
        • Retail
        • Transportation & Logistics
      • By regulation
        • Overview
        • AS9100
        • BPMN
        • BSC
        • CBOK
        • CMMI
        • COBIT
        • COSO
        • FDA 21 CFR Part 11
        • FDA 21 CFR Part 820
        • FSSC 22000
        • GDPR
        • IATF 16949
        • ISO 10015
        • ISO 13485
        • ISO 14000
        • ISO 15189
        • ISO 19011
        • ISO 20000
        • ISO 22000
        • ISO 22301
        • ISO 26000
        • ISO 27001
        • ISO 31000
        • ISO 37001
        • ISO 45001
        • ISO 50001
        • ISO 55000
        • ISO 9000
        • ISO/IEC 17025
        • ISO/TS 14253
        • ITIL
        • OHSAS 18000
        • PMBOK
        • Six Sigma
        • SOX
      • All products
        • Overview
        • Action Plan
        • Analytics
        • APQP-PPAP
        • Archive
        • Asset
        • Audit
        • Calibration
        • Capture
        • Competence
        • Customer
        • Document
        • FMEA
        • Form
        • Incident
        • Inspection
        • Kanban
        • Knowledge Base
        • Maintenance
        • Meeting
        • MSA
        • PDM
        • Performance
        • Portfolio
        • Problem
        • Process
        • Project
        • Protocol
        • Request
        • Requirement
        • Risk
        • SPC
        • Storeroom
        • Supply
        • Supplier
        • Survey
        • Time Control
        • Training
        • Workflow
      • SoftExpert Excellence Suite
      • SoftExpert Excellence Suite
    • Services
      • Overview
      • Training
      • Cloud Computing
      • Consulting and Implementation
      • Customization Services
      • Integration
      • Performance Optimization
      • Service Hours Pack
      • Support
      • Validation
    • Company
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      • Business Partners
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        • Strategic alliances
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        • Qualification Form
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