The document provides an overview of Motadata's ITSM product. It describes key modules like incident management, problem management, change management, knowledge management, asset management, and service catalog. It also outlines features such as mobile app support, workflow automation, predefined reports, custom reports, and ITIL compliance. The platform aims to organize information, automate workflows, reduce tickets and complexity, and encourage self-service.

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ITSM Product Overview
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2. Adaptive & Intelligent ITSM Platform
Adaptive Powerful Intelligent Inspiring
The ITIL Compliant ITSM platform organizes information, automates support business workflow, reduces the no. of
incoming tickets, reduces complexity of managing assets, eliminates manual back-end processes and encourages self
service for maximum productivity and customer satisfaction.
Incident / Request
Management
Problem
Management
Change
Management
Knowledge
Management
CMDB / Asset
Management
Service Catalog
Patch &
Deployment
Remote Desktop
Purchase
Management
Contract
Management

3. Service Automation (ITSM) Modules
Problem Management
Eliminate recurring issues and reduce adverse impact of incidents by identifying the root cause
Change Management
Understand the change and its impact, implement it with minimum risk
Patch / Package Management
Acquire, test & deploy patches/software packages across all administered IT Assets
Knowledge Management
Capture, organize & make knowledge available to reduce redundancy by empowering users to find a solution on
their own
Asset Management
Operate, maintain, deploy & dispose of IT assets in a systematic way
Ticket & Incident Management
Report, respond, investigate & prevent incident impact by restoring the service to normal quickly
Service Catalog
Pre-defined templates with list of IT services that an end user can request

4. Certified 6 Processes
• Availability Management
• Change Management
• Event Management
• Incident Management
• Problem Management
• Request Fulfillment
PinkVerify Recognition

5. Mobile App
Architecture

6. Workflow automation for entire Incident lifecycle with two way integration with monitoring system
• Categories different incidents / issues and automate workflows i.e. empower the admin to define custom actions based on specific events
• Email/Trap/API calls to incident ticket
• Group assignment
• Visual color coded technician workload
• Quick auto assignment of tickets using built-in Intelligent algorithm based on load, expertise, availability of individual technicians & priority of the ticket.
• Tackle all duplicate or related tickets in a single flow by merging tickets in to one
Incident Management
c
Incident
logging
Incident
assignment
Incident categorization Incident prioritization Incident
response/closure

7. Categorization &
Prioritization
Technician, Group
Assignment
Identification &
Logging
Auto SLA, due time
Assignment
Work on Ticket
(Problem Identification,
collaborate, search KB)
Resolution &
Response in time
Ticket Auditing
Alur Kerja Helpdesk
Phone
Email
Web Portal
3rd Party System
Mobile App

8. Alur Kerja Helpdesk

9. Alur Kerja Helpdesk

10. SLA

11. SLA

12. Service Catalog Workflow
Create Service Category Create Service Item
Create Service Catalog Template
It offers a pre-defined template with list of IT services
that an end user can request from IT Teams. It clearly
presents available services in a visual format and
automates workflows and approvals to enable
organizations improve service delivery and thereby
improves user satisfaction.
Service Catalog

13. Service Request

14. Eliminate the cause of service failure: Diagnose the problem & validate
workaround or permanent fix, to reduce No. of incoming/recurring incidents and
its impact Problem detection
Problem categorization
Problem prioritization
Problem investigation & diagnosis
Problem resolution & closure
Problem Management

15. Problem Management

16. Change Management
Minimize Operational
Risks
Set priority of change as
per business needs
Experience reduction in
No. of unauthorized changes
Enable less disruption
of IT services
Plan, implement and review
changes
Easily follow-up on
Business changes
Lower the risks due
to the changes
Record and document
the changes
Protect services in the
live environment
Understand the change and its impact, implement it with minimum risk

17. Change Management – Change Stages

18. Knowledge Management
Harness the power of knowledge transfer and
self-service with Knowledge Management; to
reduce the time taken to resolve known
issues.
Knowledge allows to capture, store, share
and manage IT Service related information.
Create and publish articles from scratch or
import KB from external sources.
Key Benefits
Self Service Portal: Requester has a dedicated portal to search a solution of an issue or search
procedures to a specific process.
Knowledge Transfer: Share detailed steps in resolving an issue, which may reoccur in future.
Also link articles & FAQ’s to known or common issues
Internal Training: Utilize the Knowledge to train new recruits. New technicians can use existing
knowledge to resolve future queries
Complete Control: Set a custom rule for approvals whenever any drafted article needs
publishing.
Faster Troubleshooting: Let technicians provide faster resolution to documented issues. They
can also report an issue and collaborate with technician via web portal.
Contextual Search: It makes search for information fast & effortless, that enables IT team to
make informed decisions based on available data

19. Asset Management
Manage
Asset
Lifecycle
IT Asset Inventory
Universal Agent
Control & Track where & how
software products are being utilized
Software Inventory
Asset Life Cycle
Keep track of all individual
configurations
Configuration
Auto asset discovery to know
where your assets are located &
who’s using them
Auto-discover
Purchase Management Contract Management
Manage asset related contracts
and their renewal
Track IT & Non IT assets
effortlessly for better control
Optimize the profit generated by
assets throughout their lifecycle
Manage & optimize patch,
deployment, inventory with
single agent
Populate financials in a CI
directly from a Purchase Order

20. Asset Management
Detail Komputer yang sudah di-scan

21. Asset Management
Daftar Software Terinstal dari Komputer yang di-scan

22. Asset Management
Manajemen Lisensi Software
keseimbangan lisensi
software

23. Asset Management
Manajemen Lisensi Software

24. Asset Management
Manajemen Lisensi Software

25. Asset Management
Manajemen Lisensi Software

26. Update detail celah keamanan dari vendor
Melakukan Scan pada Network
Download Patch yang dibutuhkan
Identifikasi Sistem yang memiliki celah keamanan
Konfigurasi lokasi paket patch
Approve/Reject Patch
Deploy Patch secara remote
Generate Status Reports
Patch Management

27. Reports
Pre-Defined Reports

28. Reports
Pre-Defined Reports
Tentukan
tanggal report

29. Reports
Custom Report

30. Reports
Custom Report

31. Reports
Report Export Options

32. Mobile App Available for IOS & Android
Self-service portal
SLA breach & compliance monitor
Auto asset discovery
Inbuilt browser based Remote Desktop
Acquire and deploy patches across assets
Dynamic approval, & collaboration
Centralised knowledge base
PinkVERIFY 2011 Certification
Smart load balancer to assign tickets
Universal Advanced Search
Workflow Automation
ITIL compliant processes
Mobile App Key Highlights

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YOU
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