|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|
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.