Service Management Essentials: Improve SM Processes with catworkx

Service Management Essentials

Service Management Essentials is the perfect product for companies of any size to get started with Service Management. It doesn’t matter which team or business area and it certainly isn’t limited to the IT Service team - any team will benefit from adopting a Service Management approach using the ITIL4 best practices. With different product variants, customers have the choice to implement 1, 3 or 4 processes with various additional features in each variant. This makes this Solution a great starting point with a lot of flexibility.

Contact

STARTER Package

The STARTER package is perfect for organizations beginning their ITSM journey with Jira Service Management. It focuses on setting up core functionalities quickly and efficiently, ensuring a solid foundation for incident or service request management. With built-in reports, basic SLA tracking (Time to Resolution and First Response), and a default ticket categorization queue, teams can start improving response times immediately. The streamlined customer portal (up to 3 request types) and simple automation for ticket closures minimize manual work, increasing efficiency. This package is ideal for small teams needing a cost-effective, time-efficient implementation in just 4–6 weeks.

ADVANCED Package

The ADVANCED package empowers growing teams with enhanced ITSM capabilities. It supports two processes, such as Incident and Major Incident Management, enabling organizations to handle complex scenarios. With up to 10 queues, 2 custom SLAs, and expanded customer portal configurations (up to 10 request types), your team can efficiently categorize, prioritize, and resolve tickets. Individualized SLA-based reporting and automation features like escalations and reminders before ticket closures further boost productivity. Including a custom dashboard and 16 hours of customization ensures tailored solutions for your business, all delivered within 4–8 weeks.

PREMIUM Package

The PREMIUM package delivers a comprehensive ITSM solution for organizations seeking advanced functionality and scalability. Supporting up to five processes, including Problem and Change Management, this package ensures seamless operations. With up to 20 queues, 4 custom SLAs, and 2 dashboards, it’s designed for high-performing teams. Features like CMDB integration, knowledge base, and advanced automations (e.g., auto-dispatching, priority matrix) streamline workflows. Customer communication during major incidents, along with enhanced reporting for agents, improves transparency. Tailored customization (24 hours included) ensures the solution aligns with your business needs, with implementation in 6–12 weeks.