Gain the insights you need to solve problems in seconds. Deliver extraordinary services at optimized costs.
From assets and change management to incidents and request management, get complete visibility into all service processes. Understand how processes are correlated and interdependent, and discover how minor changes in one function can positively impact the whole of IT.
From start to finish, view the journey of requests and incidents graphically and identify process blockers. Drill down and discover the root cause. Analyze multiple solutions to solve problems, and deliver extraordinary services to end users.
From caller services to self-service and agent-assisted support, discover what makes your end users happy and productive. Assess user feedback to identify areas for improvement and discover new ways to delight your end users.
Weigh IT investments against benefits delivered. Do they reduce ticket volume? Do they increase employee productivity? Do they increase time-to-value? Identify time and cost drains in your service processes, and eliminate them to trim expenses.
Predict ticket volume surges, including the type and nature of tickets. Assign agents when and where they're most needed. Avoid ticket pile up and escalations that result from unsatisfactory resolutions even before they occur.
Operational expenses exceeding budgets? Tickets pilling up? SLAs are slipping? Be the first to know of changes in your IT service management. Set complex, threshold-based, multi-point alerts, and get notified of changes before your users report them.