Award-winning ITSM Application with 10 PinkVERIFY 2011 ITIL Processes
Desktop, Web Browser and Mobile Clients
On-Demand Training - Unlimited (Free of charge)
Minimum Number of Users
Customer Portal for SelfService (Unlimited End Users)
Fully Configurable system with 200+ System Settings
Regular Software Updates Available
Graphical Business Processes Workflow Tool
Integrated Knowledgebase
Fully Rebrandable Customer Portal/SelfService
Email Integration Shared Mailboxes
Customer Surveys
Operator Scripts
Asset Discovery Tool IntegrationSupportworks can integrate with a number of commonly used asset discovery tools. These include: -
LANDesk
ZENWorks
Altiris
Centennial
ManageSoft ECM
SCCM
SMS
Snow Inventory and Licence Manager
Web Services API
Development/Test Server Instance
Visual Process Management EngineSupportworks ESP has a powerful engine for running server-side processes that are used to implement and extend application functionality beyond what can be achieved using client-side functionality. These server-side processes can be designed graphically providing clear and concise functional flow. Although VPME is used extensively to underpin the Business Process Automation features of Supportworks applications, VPME its self is different to the business process engine; the best way to think about VPME is to think of it as "server-side functional scripting" akin to database stored procedures but running on the application server its self.
VPME can be used to create callable scripts or can be used to "hook" numerous application-specific behaviours. Supportworks ITSM makes extensive use of VPME in creating the complex application logic required to implement service desk functionality. Customers using VPME can change or extend this behaviour and develop deep and complex integrations with other systems. VPME has a mechanism to allow customers to override application or system provided logic without breaking upgradability. However, it should be noted that extensive or even moderate changes to application logic already present using the VPME may need to be altered/adapted in subsequent application version updates.
Ability to Create Multiple Business Service Desks per Instance
Custom Application Development (by Hornbill) Available
Create New Application Forms, Views and Business Logic
Database Schema Expansion
Customizable Forms
JavaScript/Advanced Forms Development Environment
ITSM Application Source Code Provided
Platform Developer Support Available