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IBM Service Manager for Smart Business

Features and benefits

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.

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