Still looking for quality
ITSM software?

Then look no further, Marval Africa can help…

Marval's MSM software delivers the ultimate combination of ITSM process automation, continual service improvement functionality, flexibility and scalability. It provides everything needed for a totally integrated service management solution that can be used by your whole organisation.

What are the benefits?

  • It is fast, flexible, easy to use & deploy
  • It improves the quality of your IT support services
  • It makes your staff more productive and your processes easier to manage, saving you time and money
  • It provides you with instant access to knowledge
Still looking for quality <br />ITSM software?

Drive your organisation
forward with

Marval's ITSM Consultancy Services

With many years' practical experience and knowledge from working with different types of organisation in the public and private sectors throughout South Africa and globally, Marval Africa is able to offer invaluable advice, guidance and assistance to match specific ITSM, ITIL and ISO/IEC 20000 consultancy needs.

What are the benefits?

  • Improvements in efficiency, reliability and consistency of IT services
  • Development of IT strategies that are accurately aligned with your business strategies
  • ROI through accurate and timely provision of IT service that encompasses a best practice approach
Drive your organisation <br />forward with

Give your staff the
training needed to deliver

exceptional service

Marval's ITSM educational services including; interactive and practical executive briefings, process workshops and accredited training courses are designed to encourage full participation from attendees. Ideas generated and concepts outlined are intended to be utilised wherever possible within your business or organisation.

What are the benefits?

  • Improved resource utilisation
  • Consistency in service delivery from all staff
  • Staff buy-in to process and procedural changes and service improvements
Give your staff the <br />training needed to deliver

A fully integrated
approach to ITSM

Software, Consultancy and Education...

Marval's approach as a single-source supplier of IT Service Management (ITSM) solutions, delivers more than just an ITIL® and ISO/IEC 20000 compatible, ITSM software tool. It also provides ITSM consultancy and educational services.

What are the benefits?

  • Drive down costs, do more with less
  • Standardise and optimise the way you deliver services
  • Drive ICT efficiency and effectiveness
  • Minimise risk
  • Keep customers better informed and satisfied
  • Improve control and accountability of your ICT infrastructure
  • Improve the quality of your ICT support services
A fully integrated <br />approach to ITSM

New - MSM Flex
Integrated ITSM software

On-premise or fully hosted 'Pay As You Go' SaaS solutions

Multiple deployment methods of           MSM Flex give customers real choice and flexibility. Whether it is an on-premise or fully hosted 'Pay As You Go' SaaS solution, MSM delivers on speed, functionality and performance.

 

What are the benefits?

  • No capital expenditure
  • Minimal start up costs
  • Fully functional MSM software
  • Flexibility - pay for the licences you need - as you need them
New - MSM Flex  <br />Integrated ITSM software
Previous Next

View Article

Netology uses Marval’s ITSM solution!

Effective customer service is critical to Netology, a South African company with a core focus on outsourced network support, specialising in networking and related services.
With this in mind, and in order to expand their business, a formalised service management infrastructure was required, which would scale with their business and provide an easy upgrade path as the business grows. Netology turned to Marval South Africa and its Marval Service Management software product to provide the solution to their challenge.

“As our business has matured, we have begun to offer a hybrid of services to meet the market and our customers’ needs.

“In order to cater to these additional services, our current helpdesk solution would have required a significant amount of manual intervention to cater for this. We realised that our business had outgrown our systems and as such, we required a robust service management solution that would automate processes and procedures.
“We also needed a solution based on ITIL best practice, as we are gearing towards full ITIL adoption. Marval’s Service Management solution met all of these requirements,” says Darryl Maroun, MD at Netology.

Netology required several functionalities from their ITSM solution, including incident management, request fulfilment, basic asset management, service level management, financial management and reporting tools.
They also required a solution that would integrate with N-Able, the company’s existing discovery software which collects the granular details of all devices on the network for use in filtering, monitoring and management activities.

Marval’s Service Management solution met each of these requirements as it is based on the ITIL framework and ISO20000, laying the foundations for ITIL adoption as the organisation matures further.

Utilising Marval’s Service Management solution assisted Netology to structure service levels according to the needs of the customer, and offer enhanced management of service levels for faster turnaround time and improved customer service.

“Prior to starting implementation, we ran several consultancy workshops with Netology to ensure their needs and expectations were aligned with what their chosen solution could provide. We also worked hand-in-hand with the Netology team on configuration and development, and have provided full product training to ensure the users can derive maximum value from the system.

“The success of any IT service management project relies on a triumvirate of consultancy, technology and education, and following this methodology has resulted in an implementation for Netology that delivers real business value,” says Edward Carbutt, executive director at Marval South Africa.

The investigation process was concluded in May 2013, with implementation beginning in June and the project was completed just six weeks later in mid-July.

This minimised the cost of running parallel with the existing tool. The solution is now ‘live’ and all customers will be migrated onto the new system by the end of August. The entire process was completed on time and on budget, and Netology and its customers can now take advantage of the many benefits that the Marval Service Management solution offers.

“The Marval Service Management solution enables us to better manage and plan our resources. We have also seen a significant benefit from improved reporting, as the type of information we can extract from the system and deliver to our customers is of excellent quality and importantly, accurate.

“For example, our clients have a clear and accurate view of our performance against the service level agreement (SLA) with our reporting.

The solution also gives us more control of incidents and interactions with our customers, resulting in shorter resolution and customer satisfaction as well as improving customer communication. Ultimately Marval’s Service Management software gives us improved customer communication, confidence and satisfaction,” says Maroun.

“The team from Marval South Africa were professional throughout, taking the time and effort to understand our business, and working with us through the entire process. The implementation was completed within our expected timeframe and within budget. The capabilities of the Marval Service Management solution also created a paradigm shift in our view of what we could achieve with the solution,” he concludes.