Book a Demo

SWORDFISH SRM MODULE

Service Request Management (SRM) allows clients to create service requests (cases) and streamlines the communication allowing transparency and accountability to the end client. SWORDFISH® Platform Service Request Management provides remediation workflows to orchestrate and improve the remediation procedures. The platform further allows workflow integration to third party customer ticketing and workflow systems to optimize operational efficiencies related to trouble ticketing to ensure that remediation items are passed on seamlessly from one entity to the other.

KEY FEATURES

This application assists organizations to deliver an integrated and seamless response, offering the ability to control progress and keep the interested parties informed.

  • Real-time metrics for effective performance monitoring

  • Unified Service Management across all subscriptions

  • Ticketing and SLA Management

  • Issues classification and context review

  • Service Scoping and Documentation

  • Reporting and dashboards

Service Request Management

Service request management provides remediation workflows to orchestrate and improve the remediation procedures. The platform further allows workflow integration to third-party customer ticketing and workflow systems to optimize operational efficiencies.

SRM

SERVICE REQUEST MANAGEMENT (SRM) MODULE

A Service Request to generate an ad hoc or scheduled report containing executive level or operational data including:

Its core features include, but not limited to:

  • Support of tickets management lifecycle via a consolidated ticketing management console
  • Tickets customization, based on the application context to meet specific needs
  • Automatic assignment of tickets to appropriate users
  • Real-time metrics for effective performance monitoring

Customers can submit the following service requests through the Swordfish Service Request Management (SRM) application.

BENEFITS

  • Significantly reduces time to response

  • Optimized utilization of resources and human intervention

  • User-friendly UI & workflow

  • Direct access to MDR subscription experts

SWORDFISH SRM DATASHEET

Access the datasheet and learn more

Download

SERVICE REQUEST CATEGORIES

A Service Request to generate an ad hoc or scheduled report containing executive level or operational data.

A Service Request to generate a use case related to a business threat which should be converted into a mix of actionable rules into the MDR tools to detect possible threats and generate meaningful alerts.

A Service Request to onboard into the monitoring scope a new device or a group of devices (requires MDR INFRA)

A Service Request to onboard into the monitoring scope a new endpoint or a group of endpoints (requires MDR CORE).

A general Service Request which requires the immediate (or not) attention of the SOC team responding back to the customer with the requested information.

A Service Request to provide to the customer the requested document.

A Service Request to respond to a maintenance, troubleshooting or other technical request concerning a component of an MDR infrastructure managed by Obrela on customer’s site.

A Service Request to investigate a potential incident to the customer environment. Depending on the affected systems, services or users and concern it raises for the business, corresponding Incident Response actions may be triggered subject to the agreed SLA and further agreement with the customer.