ServiceTeam® ITSM

ServiceTeam ITSM provides an array of dashboards, views and reports to let you easily monitor operations, spot trends and analyze historical information. Out-of-the-box Microsoft Power BI dashboards and reports visually communicate and deliver intelligent ITSM insights and answers to common questions for managers and key stakeholders. Analytical reports allow you to identify key issues, such as the root cause of errors and failures and take immediate action, preventing additional downtime, loss and multiple incidents as a result. Efficiency reports give visibility into how long it takes for resolution and departmental efficiency.

With ServiceTeam ITSM, you’ll gain clarity, visibility and a 360-degree view of your service environment. Plus, you can easily create your own Power BI dashboards and reports to capture data and insights particular to your unique business scenario.

Watch a 2 minute video on the ServiceTeam ITSM Dashboards and Reports capability.

Automation is the foundation of modern and cost-effective ITSM. To boost productivity, increase efficiency and improve responsiveness, great service management teams know that automating frequent and repetitive processes and tasks is the way to go.

Without coding, ServiceTeam ITSM lets you easily create business process flows and workflows to execute activities, tasks and data manipulations that would otherwise require human effort. ServiceTeam ITSM Automation Streams capability let you configure complex workflows that involve many automated and manual activities and tasks. Long running workflows such as onboarding users and customers can include pre-and post-step activities, time dependencies, and manual steps within a single stream. Automations can also run in parallel or with serial branches. Automation Streams configuration is all codeless, letting you create touchless service requests, which only notify you if there is an issue or error.

Tailor ServiceTeam ITSM to your own specific processes, policies and structure. Codeless configuration means you can adapt quickly, without requiring expensive outside experts, saving you time and money while providing affordable IT services your business needs today. ServiceTeam ITSM is highly extensible and lets you make changes and modifications—all without coding. Designed with simplification in mind, ServiceTeam ITSM makes it easy to add and edit data tables and columns, create and edit forms, create business rules to automate actions, configure workflows and more. Save time and money by utilizing standardized and ITIL-aligned processes and automations with ServiceTeam ITSM, and then when necessary, easily configure based on your unique business scenario or customer requirements.

ServiceTeam ITSM provides ITIL®-aligned best practices for services-centric IT processes right from the get-go. Intuitive dashboards and flexible workflows surface critical information, reduce errors and help agents resolve incidents and service requests faster. Regardless of whether customer tickets come via email, the self-service portal, phone or in-person, ServiceTeam ITSM tracks, prioritizes and assigns tickets, ensuring standardization and important information is collected.

Automated issue escalation and auto routing of incidents and service requests ensure a faster resolution with minimal end-user effort. Step-by-step guidance reduces errors and produces consistency. ITSM Notifications inform Service Desk users and ensure important information is captured before activities or tasks are completed. ServiceTeam ITSM provides a standardized process where tickets are opened, triaged, worked on and closed. However, the ServiceTeam ITSM, ITIL-centric processes don’t impede service agent activity and responsiveness, as the service agent is given flexibility to manage and provide the necessary information. Watch a short video and see ServiceTeam ITSM Incident Management and Request Fulfillment capabilities in action.

Engineered with the agent experience in mind, ServiceTeam ITSM Productivity Panes increases agent productivity by providing a 360-degree view of the information an agent needs to quickly assess and respond to customer incidents or requests without leaving the ticket. The surfaced information helps agents keep focus on the ticket and customer they are helping. The result: increased efficiency, reduced clicks, less time spent searching and no need to have multiple windows open. Types of Productivity Panes out-of-the-box include Activities, Events, Contracts, Accounts, Services and Knowledge, but all can be easily modified to reveal relevant information to maintain agent focus.

The ServiceTeam ITSM service catalog lets you easily and effectively maintain accurate service information—from the services offered, to service criticality, to customer benefits, to critical dates—all within a single view. Follow business process flows based on service type (business, technical and managed). Define and track service lifecycles. Associate tickets, problems, announcements and change notices with business, technical and managed services for better understanding and communications. The service health dashboard displays key measurements by service, giving you a snapshot of the health of all the services. Plus service mapping lets you see a quick visualization of the hierarchy between a business service and its technical services. The ServiceTeam ITSM Service Catalog also lets you offer common or unique services to your customers.

Quickly identify the hierarchy between a business service and its technical services. Service Mapping lets configuration items be mapped to the services they support, and the associated service layer to be defined, letting agents perform analysis and incident resolution faster and with a better understanding of the IT landscape—reducing risk. With Service Impact Analysis, tickets—which are created through event management—automatically identify impacted services and configuration items, providing agents with an immediate understanding of what’s happening and what’s wrong.

ServiceTeam ITSM is organized by standard ITIL process areas, such as Incidents and Service Request items. ServiceTeam ITSM is ITIL-aligned in the following areas:

• • Incident Management
  • Problem Management
  • Change Enablement
  • Request Fulfillment
  • Service Continuity
  • Service Portfolio
  • Service Catalog
  • Service Level
  • Event Management

ITIL (The Information Technology Infrastructure Library) is the de facto global standard for IT Service Management.

The ServiceTeam ITSM Ticket capability was engineered to focus on the agent experience. Triage incoming tickets to determine priority, urgency and issue type. ServiceTeam ITSM lets you apply standardization and automation to ticket processing—speeding up the processes of triage, assignment routing, and resolving tickets, while also ensuring that tickets opened in a freestyle format can still be aligned to a common standard—without impeding service agents’ productivity.

ServiceTeam ITSM infuses flexibility into the ticket resolution process, letting agent activity define ticket status. ServiceTeam ITSM lets you determine a set of ticket related questions and answers in advance to ensure accurate, reportable and timely data acquisition. Configure additional conditional questions using custom queries and sophisticated question sets to improve user experience and avoid the frustration of lengthy question sets and irrelevant questions. As part of a 360-degree view of the ticket an agent is working on, they can access all attachments from a central location, make comments, see related emails and portal comments as well as share the attachment with the user who created the ticket—eliminating the need for constant navigation between multiple locations.

ServiceTeam ITSM work items let the Service Desk team seamlessly collaborate with other departments, such as HR and Finance, by utilizing cross-departmental workflows enabled by assigned work items—with their own tasks—solving cross-departmental scenarios that require coordination with multiple teams. The ServiceTeam ITSM Timeline Insights capability automates the collection of three types of information, predefined measures, field tracking and status tracking, which helps you understand advanced ticket analytics and audit history, such as ticket and traffic reporting. ServiceTeam ITSM lets you associate tickets to business, technical and managed services. You can also take advantage of the ability to uniquely leverage the ServiceTeam ITSM ticket template capability per customer, including differentiating templates, segmentation and routing depending on your unique customer needs.

See ServiceTeam ITSM Tickets capability in action. Only two minutes long.

Benefit from hands-free approval management by leveraging the ServiceTeam ITSM built-in approval feature, which helps you manage approvals automatically and effectively. You can customize your approval process with the ability to have parallel, serial or pre-conditional steps to ensure consistent, timely, accurate and easily tracked approvals. Master approval allows for control and visibility into the “who?” and “have they approved?” to ensure a smoother approval process. End users can use email and out-of-the-box Microsoft Team’s approval application to accept, reject or provide additional information for maximum flexibility. Leverage the self-service portal to incorporate external contacts into the approval process. Plus, approvals can be marked with conditions such as “First to Respond” and “Everyone Must Approve” to allow for greater flexibility within a single approval stream.

Increase profitability and gain insight into the “what’s happening” with customer accounts and employee activity by easily tracking time spent against incidents and service requests. The ServiceTeam ITSM Time Entry feature lets you record time spent, categorize activities by work types, and mark time as billable or non-billable. The ServiceTeam ITSM Time Capture feature includes a stopwatch capability as well as the ability for time to be captured from activities. Approved time entries can be recorded as consumption against entitlement. ServiceTeam ITSM also lets you establish an approval process, so no time gets billed to a client without authorization, ensuring that customer invoices meet contractual requirements.