Motadata ServiceOps Product Manual

Motadata ServiceOps organizes information, automates support workflow, and eliminates manual/back-end complexities. It also encourages self-service for maximum productivity and superior user experience. The platform offers a modern interface, built-in templates and guides, instant universal search, and meaningful insights. This helps your IT team to work effectively and streamline the IT service delivery.

Now, lets know the benefits of using ServiceOps.

Benefits

The ServiceOps platform provides the following benefits:

• Drastically reduces the number of incoming tickets.
• Helps in creating a centralized knowledge base.
• Eases the complexity of managing multiple assets.
• Centrally stores and manages data related to all configuration items (CIs)
• Helps in tracking the contracts and purchases.
• Enables technicians in deploying the patches remotely.
• Enables managing multiple projects and tasks.
• Complies to audit requirements.
• Improves the performance of IT Service Desk.

Apart from these benefits, the platform has received ITIL Certification for the following 12 practices:

• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Release Management
• IT Asset Management
• Knowledge Management
• Monitoring & Event Management
• Service Level Management
• Measurement and Reporting
• Capacity & Performance Management
• Availability Management

In a nutshell, our ServiceOps software offers a robust life-cycle that connects symptoms to their root cause, and a comprehensive asset inventory that tracks and manages a wide range of assets. All of these are powered by automation.

Also, it has many capabilities that makes ServiceOps a feature-rich product.

Features

Our product helps you to track and manage all the requests coming using a standard Internet browser. The features of our product include:

• The system can be accessed anytime anywhere.
• The user interface can be customized as per the brand.
• Our product gives you an efficient pipeline through which Requesters can submit Requests, and Technicians can act upon collaboratively and intelligently.
• It reduces unnecessary approvals by accepting the Service Requests pre-approved by the management.
• Our product funnels requests through a Request Management system that produces a lot of data to generate essential reports.
• It improves service quality by removing manual tasks and fulfillment delays with automated workflows and approvals.
• Our product helps Technicians to manage the entire life-cycle of request activities.
• It increases the end-user's satisfaction by keeping them informed with updates and notifications about their Requests.
• Requests can be created via Virtual Agents using third-party applications like WhatsApp, Facebook,Telegram, Teams, Viber, and Slack.
• Motadata ServiceOps supports SAML based SSO integration using services like OKTA, Azure AD, ADFS, One Login, WSO2, JumpCloud, and Key Cloak.
• Supports multi-user functionality using the Tenant Management and Managed Services Provider features.

Now, lets know about the various modules available in ServiceOps.

Modules

It contains the following modules:

Modules	Description
Motadata Dashboard	Learn how you can use the dashboard to view the summary of requests on a single page.
Request Management	Create, manage, and track the requests.
Problem Management	Create, manage, and track the problems reported.
Change Management	Create, manage, and track the change requests.
Release Management	Handle software deployments and change initiatives.
Asset Management	Discover and manage the assets used in the organization.
CMDB Management	Discover and manage the data related to Configuration Items (CI) used in the organization.
Contract Management	Create, maintain, and monitor the contracts.
Purchase Management	Streamline the purchase activity of an organization.
Patch Management	Manage, distribute, and deploy patches in a network of computers.
Package Management	Create, manage, and deploy packages on computers.
Project Management	Create, manage, and track projects.
Knowledge Management	Create, manage, and distribute the knowledge articles.
Reports	Generate and view reports as per your requirement.
Approval Management	View and approve the required approvals.
Task Management	Create and manage tasks.
My Team	Delegate approval of the members of my team.
Admin Section	Learn to configure the various admin settings.