SMAX for ITSM
Key Capabilities

A best practice solution for advanced IT service management. Deliver business value with consistent and repeatable processes using certified ITIL practices for the most efficient and cost-effective support and delivery of services.
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Generative AI Assistant

Experience human-like interactions with IT Operations Aviator; the virtual assistant can summarize enterprise knowledge, answer frequently asked support questions, and automate service requests.

Have complete control over the privately hosted and operated large language model (LLM) and ensure security and integrity of your data.

Get contextually relevant answers tailored to specific roles, locations, or departments; Aviator enforces access control and integrates with your enterprise content including SMAX data.

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Incident and Problem Management

Resolve issues faster with automatic ticket categorization, routing, and agent-to-agent chat.

Maximize agent productivity with Live Support, a dedicated user interface optimized for service desk agents to find solutions quickly.

Find solutions to issues quickly with smart search based on AI, and by creating, maintaining, and sharing knowledge.

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Change and Release Management

Streamline processes with guided workflows and tasks and automate routine changes with analytics based on AI.

Plan successful changes with an easy-to-use change calendar, automated collision detection and impact analysis.

Decrease change failure with insights based on change management data, and suggestions for improvements based on best practices.

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Knowledge Management

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Gather, analyse, store, and share information about provided services to increase efficiency.

Provide knowledge articles and news to enable fast self-service issue resolution and to inform employees.

Tap into service desk knowledge as well as other sources like MS SharePoint and Confluence Wiki.

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Service Level Management

Service Level Management

Meet service quality expectations by delivering services within defined objectives.

Get clear and instant visibility into service performance by defining, tracking, and reporting on service levels.

Improve productivity by prioritizing work based on service level targets.

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Configuration Management (CMDB)

Get current information about business services and devices to close defects, fulfil change requests, and solve problems.

Access data instantly via embedded graphical widgets for topology representation.

Ensure that the information used accurately represents the configuration items installed in the production environment.

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Service Request and Catalog Management

Service Request and Catalog Management

Make it easy for employees to submit questions, service requests, or issues from their desktop or mobile device.

Boost employee satisfaction with self-service support through natural language search, social collaboration, and 24x7 virtual agents.

Automate the fulfilment of IT services across environments to unify and accelerate service delivery.

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Service Desk

Service Desk

Single point of contact and bi-directional communication hub via multiple channels.

Efficiently manage incidents and service requests for timely delivery of high-quality services to customers.

Offer self-service to customers for fast and autonomous issue resolution.

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