Enterprise Service Management (ESM) Software

Looking for A Ticketing System to Manage All Your Enterprise Services?

We provide a cost effective and flexible solution that makes the integration of service processes possible.

ITSM provides the necessary processes required to realize an infrastructure delivery platform that would support a Service-oriented Architecture.

Expanding the use of ITSM across all your company can be positive for several reasons:

Proven Benefits from ITSM processes.
Faster ROI: expanding the scope of an already implemented system reduces cost and decreases implementation time.
Integration: using ServiceTonic eliminates the expense and time required for integration between various systems and tools.

Share data across various departments (customer service, technical support, sales, field service, etc.) to improve daily work, information flow between departments and coordination activities with external resources involved in the service business process.

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A single platform to manage all your corporate services

One Single Platform

Ticketing System

Optimize your internal services by registering each task as tickets.
Expedite procedures, eliminate errors or unnecessary processes and automate tasks with predefined answers and commands among more features designed to increase productivity .
Improve the quality of your services by applying business rules, assigning tasks and subtasks automatically and according to business criteria such as priority, workload and availability of resources.

Dashboards

Learn to detail all processes and tasks that are performed daily in your company, have greater control and monitoring of the entire service.
Improve decision-making on competitiveness and productivity with ServiceTonic of its services.
Know what is happening at all times having all your business areas centralized in a single platform.

Custom reports

Improve decision making with real-time information displayed on panels, lists, tables, statistics and graphs that are fully configurable (selection criteria, attributes to use, dimensions, data segmentation by assignments…).
Be aware of the status of your services anywhere and anytime, even on you mobile.

User portal

Provide your employees with a self-service portal to easily find the information they need at any moment, saving time from internal administration procedures.
The reduction of administrative workload, as receiving emails or internal calls, is key to productivity as it allows each area of the company pursue its strategic role.
High level of customization (menus, forms, ticketing views, role access, customizable widgets.…) as well as a complete integration with the corporate image of your company.
Your users can have access to their own CI’s to open incidents directly from User Portal.

Knowledge Database

Use the knowledge generated from the tickets: get ahead from recurring incidents, automate responses generated for the first time, detect unproductive tasks and processes to improve or delete them, etc.
Anticipate incidents and requests reducing time, increasing service quality and providing continuous improvement.

Service Catalog

✻

Let the users request services and products from a User Portal that provides a detailed catalog filtered by the user role.
ServiceTonic Service Management Software let’s you easily automate applications of predefined services, link them with one or more assets of the CMDB and define all service conditions (workflows, SLAs, automatic assignments, approvals and subtasks…).

Asset Management and CMDB Configuration

Have a rigorous control of your equipment inventory and asset management (stock control, warranty management, etc.)
Establish relationships between different configuration items (CI).
Associate CI’s with Incidents, Problems and Changes to understand the impact of changing a CI. This helps teams and support staff to have a clear view of the status of their services.
Have all the necessary information about your asset and inventory management.

Integration with corporate systems

ServiceTonic easily integrates with your corporate systems using:

API
Webservices
Email Integrations

Multi Service

Predefined service templates for different business areas such as IT Service Management, Customer Service, Human Resources and more.
Easily customize each service with unique fields, forms, business rules, contacts, users and agents.
Ticket synchronization between services.

Service Templates

ServiceTonic’s templates are a series of predefined service designs that are available to our customers.

Templates for different business areas such as IT Service Management, Customer Service, Human Resources and more.
Each template has a service definition with his own fields, forms, business rules, views, reports, dashboards, equipment and roles among other parameters preconfigured according to the type of service.
Service Templates are the result of our knowledge and experience in the development of services, and are based on the best practices observed over the years by ServiceTonic and its alignment with ITIL®.

* ITIL® is a registered trademark of Axelos Limited.

Multi Language

Offer a simultaneous service to users using different languages, with the possibility of adding any new translation easily.

Easy to Administrate

Anyone without IT knowledge can use and configure ServiceTonic.

You can always customize your Service Desk with advanced features of management such as SLA, CMDB, contracts by hours… without any programming or contracting any other service.
ServiceTonic is very flexible; we deliver a software that evolves along the new needs and opportunities of your company: features, corporate image, information layout…
We will also help you in the process of improving the efficiency in the management of your services.

Track each Ticket Through to Resolution and Run Reports to Track KPIs

We Ensure a Quick Implementation and Great Support!

A Quick Installation that Integrates IT and Other Internal Services

Simplify the management of the service in a single ticketing platform

Enterprise Service Desk is a scalable ITIL-based help desk solution delivering several features across incident, service and change request management. Centralice the management of all services in a single ticketing platform.

Reducing costs and management time

By automating, centralizing and synchronizing the work of your teams and agents.

Optimize resources automating tasks and processes to expedite response and resolution times by centralizing and synchronizing the work of your teams and agents by using a unique and automated global help desk solution which is based on ITIL guidelines for standardization.

Automating Self-Service through Service Catalog and Knowledge Management

Make your Services available to your users anytime, anywhere

The Service Catalog provides a one stop shop for self-service. It helps define and automate the processing of each request, creating a service or product request linked to approvals, workflows, SLAs or assignments to predefined workgroups / team groups.

Optimizing Internal Resources and Administrative Management

By improving efficiency and productivity

Easily track resources around —people, assets, intellectual property, customer commitments such as service requests, orders, contracts and SLAs. Optimize the usability of internal resources by sharing data across various departments such as customer service, IT support, sales, field service, facilities etc.

IT management software fully customizable without coding

High level configuration without coding

ServiceTonic is highly configurable without programming, adapting to your organization and the most demanding business needs, quickly. Easily adapt the design to the needs of your services without coding.

A team of ITIL® certified consultants at your service

Our Certified ITIL Experts will lead your team to better implementation of IT Service Management processes

The quality of our service is guaranteed by certified consultants at various levels of ITIL®.