Multi-Tenant ITSM Platform

Business Scenario

The client is into service management, ticketing systems and asset management software based in Denmark for more than 20 years.

The Challenge

The client was seeking technology 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 labelling, 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 Adhoc 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