Multi-Tenant ITSM Platform

Business Scenario

TThe client is into service management, ticketing systems and asset management software based in Denmark for over 2 decades.

The Challenge

The client wished to join hands with a partner to upgrade the existing legacy solution to a SaaS-based multi-tenant platform compliant with ITIL process stack for an end-to-end IT service management.

Solution Highlights

  • Upgraded with ITSM platform which covers all 15 ITIL Processes
  • Introduced SaaS-enabled platform with the support of white labeling, modular licensing, and multiple deployment formats including cloud, on-premise, and hybrid too
  • Customisation enabled data model with dynamic form builder with a graphical business process workflow engine
  • Open API to integrate with existing ERP, CRM, and inventory platforms with Microsoft AD, Open LDAP, Microsoft SCCM + SCOM and inventory along Zapier support
  • Integrated Ad Hoc reporting engine with user definable dashboards

Benefits

  • Legacy platform to SaaS-enabled platform up-gradation for future
  • Mobile responsive web application supporting Native mobile apps on iOS, Android, and Windows 8 platform using the offline data support
  • Enhanced customer support with an improved tracking system for better customer satisfaction