--- description: Get detailed information about MSM usability, features, price, benefits and disadvantages from verified user experiences. Read reviews and discover similar tools on Capterra United Arab Emirates. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: MSM Price, Reviews & Ratings - Capterra United Arab Emirates 2026 --- Breadcrumb: [Home](/) > [Help Desk & Ticketing Software](/directory/30008/help-desk/software) > [MSM](/software/127282/msm) # MSM Canonical: https://www.capterra.ae/software/127282/msm Page: 1 / 2\ Next: [Next page](https://www.capterra.ae/software/127282/msm?page=2) > Out of the box ITSM solution that automatically predicts incidents and rapidly resolves them before they adversely affect the business. > > Verdict: Rated **3.9/5** by 8 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses MSM? Organizations who want to move from a reactive to a proactive approach whenever possible. Making use of a data-driven AI-augmented ITSM solution. Companies that want to take ITSM to the next level. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **3.9/5** | 8 Reviews | | Ease of Use | 3.8/5 | Based on overall reviews | | Customer Support Software | 3.9/5 | Based on overall reviews | | Value for Money | 3.8/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Marval Software - **Founded**: 1989 ## Commercial Context - **Starting Price**: £95.00 - **Pricing model**: Flat Rate (Free Trial) - **Pricing Details**: Contact Marval Software for pricing details - **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English - **Available Countries**: United Kingdom ## Features - Alerts/Escalation - Asset Tracking Software - Automated Routing - Configuration Management - Contract/License Management - Knowledge Base Management - Macros/Templated Responses - Multi-Channel Communication - Reporting/Analytics - Self Service Portal - Service Level Agreement (SLA) Management ## Support Options - Chat ## Category - [Help Desk & Ticketing Software](https://www.capterra.ae/directory/30008/help-desk/software) ## Related Categories - [Help Desk & Ticketing Software](https://www.capterra.ae/directory/30008/help-desk/software) - [IT Service Management (ITSM) Software](https://www.capterra.ae/directory/30676/itsm/software) ## Alternatives 1. [Freshdesk](https://www.capterra.ae/software/124981/freshdesk) — 4.5/5 (3408 reviews) 2. [Freshservice](https://www.capterra.ae/software/132997/freshservice) — 4.5/5 (685 reviews) 3. [Zendesk Suite](https://www.capterra.ae/software/164283/zendesk) — 4.4/5 (4072 reviews) 4. [Milvus](https://www.capterra.ae/software/202528/milvus) — 4.8/5 (298 reviews) 5. [Supremo Remote Desktop](https://www.capterra.ae/software/177094/supremo-remote-desktop) — 4.7/5 (447 reviews) ## Reviews ### "MSM, a quite good product for a correct price." — 3.0/5 > **Arnaud** | *22 September 2020* | Oil & Energy | Recommendation rating: 7.0/10 > > **Pros**: MSM is compliant with ITIL processes but can be smoothly adapted to your particular internal processes. Administration of the product is not very complicated. CMDB can be populated easily by customizable interfaces. > > **Cons**: MSM has a old fashion web interface. The self-service portal is not very user-friendly. > > Marval assists the customer from the purchasing to the go-live. Marval provides good training and support. ----- ### "Marval MSM for MSP's" — 4.0/5 > **Kurt** | *14 February 2020* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: The Request module is powerful and provides us with the ability to manage our daily operations efficiently. We can automate some functions and predefine the flow of requests. The notifications component provide the tools needed to keep the impacted user up to date with progress on requests. > > **Cons**: Not much to add in this space as the MSM Support team is experts in their field and able to assist when we need special customisation to cater for our business needs. > > Once setup, it runs smooth and caters in all our needs. ----- ### "OK Incident Tracking System that can work well if you automate administration of it." — 2.0/5 > **Adam** | *14 September 2023* | Mechanical or Industrial Engineering | Recommendation rating: 4.0/10 > > **Pros**: As a user who just entered and responded to tickets. it did that reasonably well. I could get to a ticket, view history, who raised it, any related systems.The lifecycle of asset management. > > **Cons**: Finding that data (related systems) was sometimes a chore, especially if you hadn't done it for a while. Not sure what kind of integration it does offer, but our install, all users and assets had to be imported using database queries, and it wasn't single sign on. > > Issue tracking and asset management. The ownership of a asset, and its life cycle can be well managed. ----- ### "MSM is the Top of the Incident Management Software products on the market." — 5.0/5 > **Ludwig** | *12 September 2018* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: The MSM software has three major advantages: (a) the OU (Organizational Unit), which represents an organizational hierarchy, and (b) the CI (configuration item), which represents an hierarchy of configurable items (many possibilities). Both give you the power of object oriented structures, which can be configured in many ways. The third advantage is that the CMDB (configuration management database) structure is very versatile and not ony related to typical IT type solutions, such as a defect of a printer, as with most of the incident management products on the market. > > **Cons**: Many possibilities, and therefore a little longer learning curve, but the extra possibilities definitely give an added value to the product. > > We use MSM as an incident management software tool for managing more than 2000 customers in the Benelux territory. Basically this means that we have not just one IT structure to manage, but 2000 IT-type structures to manage for more than 20 software products per customer. And the type of problems are much more complex than just a printer defect. The average problem resolution may go from 1 day to several months of follow-up. ----- ### "It is a tool with all service management needs for your IT / Non-IT organisation." — 5.0/5 > **Mohammad Hesam** | *28 September 2016* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Easy to use - web based - database programmed - light in term of performance. > > **Cons**: new development procedure is quite done with delays as it needs to be confirmed on base company after lots of analysis. > > It's about 3 years I am playing the role of administrator for MSM and I have gone through lots of customer requirements and I could found at least one solution with this ITSM tool. I can see it is getting better and better. It is surely an iso 20000 compatible application and can meet all requirements if you are planning to get the certificate for your company. ----- Page: 1 / 2\ Next: [Next page](https://www.capterra.ae/software/127282/msm?page=2) ## Links - [View on Capterra](https://www.capterra.ae/software/127282/msm) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | ----- ## Structured Data