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PRESS RELEASE
5th June 2008
Marval’s Successful ISO/IEC 20000 Certification Renewal Enhances its Standing as a
World Class Service Provider
United Kingdom – June 2008: Following its original ISO 20000 (BS 15000) certification in 2005, Marval has maintained its continual improvement programme and is proud to announce that at its March 2008 surveillance audit by DNV, it successfully passed its ISO 20000 certification renewal with an extended and increased scope.
Scope of Certification
The IT Service Management System for the delivery and support of Marval IT service management software applications and associated services for UK managed external customers. Delivery of managed internal IT services and systems to the UK-based organisations Marval Software Ltd and Marval Training and Consultancy
“It is important that we demonstrate and give confidence to our customers that we deliver services to an international, auditable standard. Talk is cheap, but we firmly believe in practising what we preach and fully recommend ISO 20000 if you want to maintain stakeholder and business confidence, be better positioned to meet business needs and regulatory requirements, demonstrate value for money, be in a position to be externally audited or benchmarked and attain operational excellence .” Don Page, CEO, Marval Group.
Like many organisations, Marval is dependant on having a sustainable, reliable, cost effective and well managed IT Service and Support infrastructure to look after its customers and partners around the world. Its challenge remains constant – to continually improve the service delivered to customers, control costs and optimise resources.
“There is no doubt, adopting and embracing ISO 20000 is the best business decision, in relation to the management and delivery of our IT services, Marval has made for years. Yes, it has been a difficult and often stressful journey. It’s not easy to take a long, hard look at the way you do things, be honest about your strengths and weaknesses, take some hard decisions, then make improvements, compare your performance against a worldwide standard and then finally be audited to prove your adherence to it”. Greg Pritchett, Technical Director, Marval Group.
The journey to accreditation and subsequent re-assessments was made smoother by utilising Marval’s own training and consultancy arm, Marval Training & Consultancy, to oversee, guide and project manage the process. In addition it used its own IT Service Management software tool (MSM) as the Management System which also supported its service improvement plans, policies and process and provided that all important “evidence”, which is required to achieve certification.
One of the other key contributors was the DNV auditors, who pinpointed strengths and weaknesses both in approach and documentation, supported by some great advice and guidance.
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MSM v7 Software Release |
November 2007 |
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Introduction
As part of its commitment to developing and improving its current suite of products, Marval is proud to announce the release of MSM version 7.0.
There are many exciting time saving features and process enhancements, but too many to include within this summary. Here is just a brief overview of the highlights of what you can expect from the world’s leading IT Service Management software solution, specifically designed to support ITIL & ISO/IEC 20000. |
Pursuit Main Screen |
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Interface Update
MSM has had a major refresh of its user interface with specially commissioned Windows Vista inspired icons to update its look and usability
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Optional tool bar style usage for simplified navigation
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User-defined branding allows for greater personalisation, using your own company logo and colours
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You can still retain your classic look. |
Trakit Main Screen |
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Classic and Modern Interface Screens
Users now have the option of keeping the MSM classic look or switching to a newly designed interface.
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Pursuit Classic Interface |
Bulk Request Reassignment
MSM v7 has introduced the ability to select and automatically transfer, via the Workload screen, a person or group’s requests
Improved MSM Desk-2- Desk Functions
For customers with multiple Marval service desks, it’s now easier than ever to pass and maintain requests between desks
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Now supporting 1 to many MSM desks
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Security firewall friendly
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Improved classification passing
Important note: this is a chargeable option.
Security & Governance Enhancements
MSM security and audit capabilities have been further enhanced to support security, governance and regulatory requirements (e.g. SOX, ISO/IEC
20000, 27001)
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You can now audit ANY database field, including NOTES
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Audit login successes and failures
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Outbound MSM mail is now separately audited
SLA/OLA Enhancements
Although acknowledged in the industry as having some of the best SLA and OLA management features available, we have again extended the
functionality to better support customer needs
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Ability to define intelligent Same Day and Next Day time values, e.g. provide same day service provided it’s not before time or after a specific time, or if after a specific time, roll over to next day
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SLA Date Exceptions and Change Freeze Periods are now country dependant
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An SLA can now have an alternate Major Incident SLA defined. This automatically replaces the assigned SLA when the incident is ‘promoted’ to a ‘Major Incident’
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SLA computation now supports and displays SLA values running in the customer's local time zone and OLA clocks in the Assignee's local time zone.
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For improved security an SLA/OLA can now be logically deleted.
Enhanced Change & Release Management
Several great time-saving and planning features introduced
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Ability to prepare, plan, create and lock staged releases and multiple CMDB updates
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Creation of release sub-tasks for failed changes
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Change forward schedule day view extended to support 60, 90 or a userdefined number of days
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Ability to define ad-hoc or standard release templates for regular activities
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Secondary group privileged members can now approve changes from the primary group change pool
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You can now optionally attach multiple CIs to a request
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Improved change definition screen layout
Time Spent Recording Extended
Resource and activity tracking has been enhanced to enable ‘from-to’ time spent period activity and travel distance to be recorded and reported on.
MSM Web Kit Updates
New MSM Neural Knowledge
MSM v7 contains Marval's new and advanced Neural Knowledge Management component. This optional utility provides leading edge, neural network searching capabilities Searching both Marval and external data sources, including - web pages, online documentation repositories (e.g. Microsoft Word, PDF, Excel files) and third party knowledge packs for vendor specific knowledge (e.g. Right Answers)
Important note: this is a chargeable option
Multiple MOServer Enhancements
Several enhancements have been made to further improve performance and reliability
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Separate Email thread implemented, with auto-recovery and mail auto-resend functionality
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Improved Cluster support
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Time zone escalation now occurs both in the customer and the assignee’s local time zone
Marval Service Management V7 - Data Sheet
COMING SOON!- MSM V11 Integrated ITSM Software
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