Make service operations visible
Track queues, responsibilities, SLA times and service health from a single view. Teams work with the right context; managers monitor operations with measurable data.
Product · IT Service Management
GOO® Service Manager
Manage request, incident, asset and knowledge processes in one traceable workflow. ITIL-ready, on-premise, adaptable to your organization.
Workflows that fit your organization
Configure request, incident, change and inventory processes in line with your service model; design your own forms and approval steps.
The same platform on desktop and in the field
With iOS and Android field apps, technicians handle cases from anywhere; records, statuses and resolutions sync in real time.
Processes
ITIL-ready processes, on one platform.
Start with the processes you need; expand on the same platform as your organization grows.
Incident Management
Service Desk
Problem Management
Request Management
Asset & Configuration
Supplier Management
Service Level (SLA)
Service Catalog Management
Change Management
Event Management
Knowledge Base
Periodic Processes
Incident Management
Log disruptions quickly, prioritize by business impact; keep service uninterrupted by tracking resolution steps.
Service Desk
All inquiries from phone, e-mail, portal and mobile channels are gathered in one queue; a single point of contact for your organization.
Problem Management
Analyze root causes of recurring incidents; record workarounds and permanent fixes.
Request Management
Fulfill standard service requests with approval flows through the catalog; separate requests from incident noise.
Asset & Configuration
Manage hardware, software and configuration items with their relationships in a searchable inventory.
Supplier Management
Relate supplier contracts, performance and involved parties to case processes.
Service Level (SLA)
Monitor SLA targets, response and resolution times in real time; foresee breach risks.
Service Catalog Management
Define a service catalog specific to your organization; make self-service requests standard and predictable.
Change Management
Plan changes with risk assessment and approval flows; make outcomes auditable.
Event Management
Collect signals from monitoring systems; create cases automatically on critical events.
Knowledge Base
Accumulate solutions in institutional memory; suggest them to specialists in similar cases.
Periodic Processes
Automate recurring maintenance tasks, routine checks and scheduled jobs.
A role-based experience
Management, specialist and self-service; each role sees only the screens it needs.
The whole operation in one view
Service health, queues, SLAs and reporting; the admin panel keeps a pulse on operations from a single screen.
Team workload and case management together
Specialists handle cases with context; group tasks, flow status and resolution steps in one workspace.
A clear portal for end users
Users open requests without facing operational complexity; they track the status of every case themselves.
MOBILE
GOO® Mobile for field teams
Support teams intervene in cases independent of time and place; update statuses and record resolutions. iOS and Android apps are free.
- All cases in one place
- Real-time service health
- Team collaboration
- Knowledge base access
INTEGRATION
Speaks with your existing systems.
Work integrated with AD/LDAP directory services, SSO, e-mail, SMS and enterprise applications.
- Active Directory / LDAP
- Single sign-on (SSO)
- E-mail (IMAP/POP3) and SMS
- ERP / CRM / monitoring systems
DEPLOYMENT
Your rules, your infrastructure.
With the on-premise deployment model your data stays with you; it runs in isolated networks and multi-database structures.
- On-premise install: your data stays with you
- Runs in isolated networks
- Multiple database support
- Role-based access control
Let us adapt GOO® Service Manager to your organization.
Let us review your current processes together and plan a demo tailored to you.