at Financial Technnology Year

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Freshservice from Freshservice

Offers intuitive ticketing, asset management, change management, and a robust knowledge base, designed to enhance operational efficiency and improve user satisfaction.

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Product analysis by function

IT Service Management Solutions for IT and Infrastructure

Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
More IT Service Management Solutions More IT and Infrastructure ...

Service Request Management
(0 Yes /0 Known /15 Possible features)

Incident Management
(0 Yes /0 Known /13 Possible features)

Problem Management
(0 Yes /0 Known /12 Possible features)

Change Management
(0 Yes /0 Known /13 Possible features)

Asset and Configuration Management
(0 Yes /0 Known /12 Possible features)

Service Level Management
(0 Yes /0 Known /10 Possible features)

Integration & Extensibility
(0 Yes /0 Known /10 Possible features)

Security & Compliance
(0 Yes /0 Known /11 Possible features)

Reporting & Analytics
(0 Yes /0 Known /10 Possible features)

User Experience & Accessibility
(0 Yes /0 Known /10 Possible features)

Administration, Support & Scalability
(0 Yes /0 Known /11 Possible features)

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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal.		No information available
Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets.		No information available
Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules.		No information available
Request Fulfillment Time Average time taken to fulfill a service request.		No information available
Automated Routing Automatically assigns requests to the appropriate teams or personnel.		No information available
Customizable Forms Allows customization of request submission forms for specific information capture.		No information available
Multi-channel Request Submission Supports request submission via email, web, chat, and phone.		No information available
Status Tracking Enables users and IT staff to track the live status of service requests.		No information available
Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution.		No information available
Approval Workflow Automation Automates the approval process for certain types of service requests.		No information available
Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes.		No information available
Mobile Accessibility Allows users and agents to manage requests via mobile devices.		No information available
Request Feedback Collection Collects customer satisfaction feedback after a request is completed.		No information available
Bulk Request Management Enables bulk creation or updating of service requests.		No information available
Integration with Asset Management Links requests to specific assets for context and tracking.		No information available

Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts.		No information available
Incident Logging Central archive for recording details of each incident.		No information available
Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage.		No information available
Impact Assessment Evaluates and records the business impact of incidents.		No information available
Incident Resolution Time Time taken to resolve an incident from creation to closure.		No information available
Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules.		No information available
Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle.		No information available
Major Incident Management Special process handling for critical/high-impact incidents.		No information available
Root Cause Recording Documents identified root causes post-resolution for future reference.		No information available
Incident Templates Predefined templates to simplify logging of recurring types of incidents.		No information available
On-call Management Integration Integration with on-call schedules to identify available responders.		No information available
Automated Incident Closure Incidents close automatically upon completion of resolution and verification.		No information available
Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more.		No information available

Problem Logging Provides a mechanism to record and track identified problems.		No information available
Known Error Database Maintains a repository of known errors and their workarounds.		No information available
Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram).		No information available
Linkage to Incidents Connects related incidents to a single problem ticket for holistic management.		No information available
Problem Prioritization Assigns priority based on impact and urgency to problems.		No information available
Permanent Solution Tracking Tracks implementation of permanent solutions to problems.		No information available
Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved.		No information available
Problem Trend Analysis Provides analytics on problem occurrence and trends.		No information available
Problem Reporting Enables detailed reporting on open, resolved, and recurring problems.		No information available
Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems.		No information available
Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow.		No information available
Audit Trail for Problems Logs all modifications and actions taken on a problem ticket.		No information available

Change Request Logging Captures and records all requests for change to IT infrastructure.		No information available
Workflow Customization Customizable multi-stage workflows for review, testing, and approval.		No information available
Impact and Risk Analysis Assesses possible impacts and risks of proposed changes.		No information available
Change Calendar Visual display of planned changes to avoid conflicts.		No information available
Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings.		No information available
Automated Notifications Notifies stakeholders about change status and upcoming implementations.		No information available
Backout Planning Documentation and approval of rollback plans in case of failure.		No information available
Change Approval Time Time required for a typical change request to be approved.		No information available
Change Collision Detection System warnings for potentially conflicting changes.		No information available
Change Documentation Attaches all supporting documentation, test results, and evidence.		No information available
Change Implementation Tracking Logs the application, outcome, and status of each change.		No information available
Post-Implementation Review Supports structured review of change outcomes to capture lessons learned.		No information available
Change Auditing Maintains a complete audit trail for compliance and control.		No information available

Asset Inventory Management Central repository for all IT hardware, software, and virtual assets.		No information available
Auto-Discovery Automatically discovers and updates records of IT assets in the environment.		No information available
Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships.		No information available
Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement.		No information available
Relationship Mapping Visual display of dependencies and relationships among assets and services.		No information available
Change Impact Analysis Assesses which assets/services will be affected by proposed changes.		No information available
Software License Management Tracks license usage, compliance, and renewal requirements.		No information available
Asset Tagging Supports tagging and tracking of physical and digital assets.		No information available
Integration with Procurement Systems Links asset records with purchasing/procurement data.		No information available
Asset Valuation Captures and updates current asset value over time.		No information available
Audit Trails for Assets Tracks all changes and movements of each asset.		No information available
Bulk Asset Import/Export Facilitates batch upload and download of asset records.		No information available

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Financial Technology Year

Freshservice from Freshservice

Product analysis by function

IT Service Management Solutions for IT and Infrastructure

Service Request Management
(0 Yes /0 Known /15 Possible features)

Incident Management
(0 Yes /0 Known /13 Possible features)

Problem Management
(0 Yes /0 Known /12 Possible features)

Change Management
(0 Yes /0 Known /13 Possible features)

Asset and Configuration Management
(0 Yes /0 Known /12 Possible features)

Service Level Management
(0 Yes /0 Known /10 Possible features)

Integration & Extensibility
(0 Yes /0 Known /10 Possible features)

Security & Compliance
(0 Yes /0 Known /11 Possible features)

Reporting & Analytics
(0 Yes /0 Known /10 Possible features)

User Experience & Accessibility
(0 Yes /0 Known /10 Possible features)

Administration, Support & Scalability
(0 Yes /0 Known /11 Possible features)

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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties.		No information available
SLA Timer/Clock Realtime SLA countdown timer for each ticket/request.		No information available
Breach Notifications Automatic escalation and notifications when SLA targets are at risk.		No information available
Multi-tier SLA Support Allows different SLAs for different categories, users, or services.		No information available
OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking.		No information available
SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches.		No information available
Out-of-hours SLA Configuration Considers support calendars in SLA timing.		No information available
Customer Communication Templates Reusable templates for proactive SLA-related communication.		No information available
Real-time SLA Monitoring Monitors current SLA compliance for all open items.		No information available
SLA Policy Versioning Tracks changes and provides version control for SLA policies.		No information available

REST API Support Full-featured, documented REST API for integration with external systems.		No information available
Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.).		No information available
Webhooks Supports push notifications to and from other systems based on events/triggers.		No information available
Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation.		No information available
Marketplace for Add-ons Directory of available third-party integrations and add-ons.		No information available
Data Import/Export Tools Bulk data transfer between platforms with configurable mapping.		No information available
Custom Field Support Ability to add custom data fields to objects in the system.		No information available
Event-Driven Integration Engine Orchestrates business logic triggered by system events.		No information available
Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage.		No information available
Integration API Rate Limit Maximum supported number of API requests per second.		No information available

Role-based Access Control Configurable permissions based on user roles and responsibilities.		No information available
Multi-factor Authentication Requires at least two authentication methods for access.		No information available
Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access.		No information available
Data Encryption at Rest All customer and system data is encrypted when stored.		No information available
Data Encryption in Transit TLS or equivalent protection for all communication.		No information available
Audit Logging Tracks every user action and system change for compliance.		No information available
Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements.		No information available
Regular Security Updates Receives frequent, automatic security patching and upgrades.		No information available
Access Review and Certification Tools to review and certify access rights regularly.		No information available
Data Retention Policies Configurable policies for automatic data archiving/deletion.		No information available
Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses.		No information available

Real-time Dashboards Live views of service health, workload, and open tickets across IT services.		No information available
Custom Report Builder Allows creation of custom reports with selectable fields and filters.		No information available
Scheduled Reporting Automatic generation and delivery of reports at specified intervals.		No information available
Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time.		No information available
KPI Monitoring Tracks achievement of key performance indicators for teams and services.		No information available
Drill-down Capabilities Users can drill into summary figures for detailed investigation.		No information available
Export Options Download reports in common formats (CSV, PDF, XLS).		No information available
Report Sharing Shareable links or automatic email delivery to stakeholders.		No information available
Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps).		No information available
Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box.		No information available

Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation.		No information available
Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities.		No information available
Localization/Multilingual Support Offers the interface in multiple languages for global teams.		No information available
Mobile App Availability Native mobile applications for iOS and Android devices.		No information available
Performance/Snappiness Average system response time for UI actions.		No information available
Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users.		No information available
User Onboarding Tools Walkthroughs, checklists, and tutorials for new users.		No information available
Personalized Dashboards Users can create personal views of important metrics and tickets.		No information available
Unified Search Cross-module, full-text search functionality.		No information available
Notification Preferences Users can customize their notification settings per medium and event.		No information available

Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution.		No information available
User Role and Permission Management Fine-grained control over what each user can view and do.		No information available
Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports.		No information available
High Availability Architecture supports clustering and failover to ensure service continuity.		No information available
Data Backup & Recovery Automated, scheduled system backups with recovery procedures.		No information available
Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage.		No information available
Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time.		No information available
Scalable Architecture Can support rapid growth in user base and transaction volumes.		No information available
24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time.		No information available
Release and Patch Management Automated rollout and rollback processes for updates.		No information available
Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity.		No information available

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Financial Technology Year

Freshservice from Freshservice

Product analysis by function

IT Service Management Solutions for IT and Infrastructure

Service Request Management (0 Yes /0 Known /15 Possible features)

Incident Management (0 Yes /0 Known /13 Possible features)

Problem Management (0 Yes /0 Known /12 Possible features)

Change Management (0 Yes /0 Known /13 Possible features)

Asset and Configuration Management (0 Yes /0 Known /12 Possible features)

Service Level Management (0 Yes /0 Known /10 Possible features)

Integration & Extensibility (0 Yes /0 Known /10 Possible features)

Security & Compliance (0 Yes /0 Known /11 Possible features)

Reporting & Analytics (0 Yes /0 Known /10 Possible features)

User Experience & Accessibility (0 Yes /0 Known /10 Possible features)

Administration, Support & Scalability (0 Yes /0 Known /11 Possible features)

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Service Request Management
(0 Yes /0 Known /15 Possible features)

Incident Management
(0 Yes /0 Known /13 Possible features)

Problem Management
(0 Yes /0 Known /12 Possible features)

Change Management
(0 Yes /0 Known /13 Possible features)

Asset and Configuration Management
(0 Yes /0 Known /12 Possible features)

Service Level Management
(0 Yes /0 Known /10 Possible features)

Integration & Extensibility
(0 Yes /0 Known /10 Possible features)

Security & Compliance
(0 Yes /0 Known /11 Possible features)

Reporting & Analytics
(0 Yes /0 Known /10 Possible features)

User Experience & Accessibility
(0 Yes /0 Known /10 Possible features)

Administration, Support & Scalability
(0 Yes /0 Known /11 Possible features)