Our Unique Approach to ITSM

Continuous Improvement

Meeting the demands your business is a journey of continuous improvement

  • The ability to improve is baked into every part of our ITSM solution
  • No need to rely on professional service engagements to help you mature
  • Bridges the gap between support and strategy by transforming issues into business needs
  • Metrics and data visualizations present opportunities for improvements
  • Creates a holistic view of the service throughout its lifecycle

The Power of AND

Pre-Built Application AND Endless Customization

Solid and Flexible

We start with an ITIL aligned out of the box ITSM solution AND allow you to configure every aspect of user experience, workflow, and integrations.

Bundle Preferences

We give you a simple method to configure your ITIL practices AND you have the flexibility to configure your IT application.

Workflows

Use out of the box ITIL workflows AND build your own. Additional approvals, notifications, data validation, etc; all natively supported.

ITIL 4 as a Flexible Foundation

ITIL 4 and Dreamtsoft ITSM

  • Provides a framework of practices that provide a solid foundation
  • Can evolve and grow as the business and IT functions mature
  • Not overly prescriptive. Room for individual business needs

ITIL 4 Practices

Incident

Assign, prioritize, categorize, and restore the service as quickly as possible

Change

Design workflows to ensure changes are governed, measured and communicated

SLAs

Measure and visualize the agreements service providers have with service consumers as a way to continuously improve

Request

Handle all user requests related to a service

Incident

Assign, prioritize, categorize, and restore the service as quickly as possible

Incident

Assign, prioritize, categorize, and restore the service as quickly as possible

Problem

Use incidents to out why a service disruption happened and prevent it from happening again

Knowledge

Provide a library of documentation for providers and consumers to maintain their services

CMDB

Understand the components that makeup/support your service and how they interact

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