| Features | Advantages | Benefits |
|---|---|---|
| ITIL V3 aligned service request, incident and problem process management applications | Establish process based service support operations | Streamline service support with repeatable and consistent processes |
| Built-in knowledge management application and remote diagnostics tooling |
Create solutions in the knowledgebase that can be accessed by end users to fix the problems on their own. The solutions can be also accessible to agents to resolve a problem quickly. Service desk agent can remotely take over end user workstations, without leaving their office, and fix the issue |
Reduce mean time to resolution |
| Role-based start centers, dash boards, key performance indicators (KPI), work management and reporting |
Easy to monitor service desk operations Ability to define and document tasks, activities and other procedures necessary for quick ticket resolution |
Improved service support operations that are responsive to business and customer needs |
| Out of the box best practice contents | Helps the customer to implement the best practices in service support operations | Accelerate time to value - reduce the cost and time taken to make the product operational |
| Built-in survey application | Measure end user satisfaction | Improves the quality of service provided |
Business Benefits:
IBM Service Manager for Smart Business enables growing mid-sized customers to reduce their costs by optimizing the productivity of operations personnel. It contributes to operational efficiency and improved delivery of services.
