VMware Service Manager

4.0
(57)

VMware Service Manager automates IT Service Management by providing a powerful workflow engine to drive IT Service processes.

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VMware Service Manager Features

Incident Management

Automate Ticket Routing

Routes tickets automatically to the appropriate user.

82%
(Based on 23 reviews)

Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

78%
(Based on 23 reviews)

Ticket Notifications

Notifies the IT team when a ticket needs action.

86%
(Based on 24 reviews)

Knowledge Base

Provides a forum for answers to common questions.

84%
(Based on 24 reviews)

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

78%
(Based on 23 reviews)

Reporting

Dashboards

Displays important metrics relating to performance.

83%
(Based on 27 reviews)

Time Tracking

Tracks time worked on a ticket.

76%
(Based on 27 reviews)

Surveys

Provides surveys to measure employee satisfaction.

76%
(Based on 24 reviews)

Access & Usability

Mobile

Enables access to service desk features via mobile device.

71%
(Based on 20 reviews)

Self Service

Enables employees to view the status of their tickets.

80%
(Based on 25 reviews)

Active Directory

Provides a directory of all users within an organization.

84%
(Based on 25 reviews)

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

83%
(Based on 26 reviews)