Service management

Service catalog

Match your current service offering by packaging platform capabilities into a predefined service catalog. Drive your infrastructure monitoring and service desk using this common service catalog to ensure consistent service delivery.

Build each item in the catalog by combining services, which drive and configure the infrastructure monitoring engine, and service levels, which drive the service desk component and help your support team meet your committed SLA.

As a service provider you have the option to create common service catalog items that can be applied to multiple customers, or you can create specialised items to meet specific customer requirements.

The system offers great flexibility to help you manage and deliver services in a consistent, reliable manner.

Services

Services in our system represent infrastructure monitoring capabilities. You can define a service by bundling together selected monitoring capabilities.

The platform supports self service, or service provider controlled assignment of services depending on business requirements.

Service levels

Service levels control the applicable SLA timers, which are defined based on ticket priority, to help your support team meet your committed SLA.

Gemmb is time-zone aware, allowing SLA coverage to be customisable to meet business hours and support requirements. Using these coverage times, the system determines whether the SLA timers are running or paused on a ticket.

Your support team has a direct view to whether a ticket is currently in coverage or outside, allowing them to prioritise in-coverage tickets.