Product Overview
QZ-ITSMS is built on ITIL/ITSS best practices, integrating project management and business process management with mobile terminals, GIS, and reporting engines to address IT service management challenges.
Creating a fast-response, efficient, and intelligent service management platform for IT service teams.
Product Features
Multiple Service Channels, Great User Experience
Service Standardization
Built on ITSS/ITIL standards with implementation experience from hundreds of enterprises, helping companies pass ITSS Level 2/3 and ISO20000 assessments.
Full-Process Service Monitoring, Controllable Management
- SLA Compliance Monitoring
- Status Flow Chart
- Process Progress Chart
- Large Screen Monitoring
- VIP User Requests
- Major Incidents
- Multiple Reminder Events
- Suspended Service Requests
- User Satisfaction
- First-line Resolution Rate
- SLA Compliance Rate
- Average Resolution Time
Mobile Operations APP, Improved Efficiency
Supports iOS and Android platforms, operations personnel can process tickets anytime, anywhere, improving response speed and operational efficiency.
Multi-Project Management Support, Improved Operations Project Management
QZ-ITSMS supports multi-operations project management. The system can configure multiple service projects based on service contracts or team functions, and define and monitor project scope, organization, quality, budget, and progress. Data and permissions between projects are independent and do not interfere with each other.
Full Lifecycle Asset Management, Improved Equipment Utilization
Supports full lifecycle management of assets, realizing the entire process management from asset procurement, inventory, operation and maintenance, to disposal and transfer.
Product Advantages
Product Architecture
QZ-ITSMS adopts a layered, platform-based architecture: the bottom layer consolidates multi-channel intake and asset data; the middle layer hosts ITIL/ITSS-based process engines for incident, problem, change, request and knowledge; the top layer provides a service-desk portal, a mobile O&M app and reporting dashboards; open APIs integrate monitoring, automation, CMDB and the AI platform into an end-to-end monitor-manage-control IT service system.
Multi-Channel Intake Layer
Unified intake across phone, email, WeChat, web portal and app, so users can submit requests anytime, anywhere, with all channels converging into one service desk.
ITIL/ITSS Process Engine Layer
Built-in incident, problem, change, release, request, SLA and knowledge processes based on the ITIL best practice and the ITSS national standard, with visual process configuration and continuous optimization.
Service Desk & Multi-Project Layer
Service catalog, self-service portal, ticket dispatch and isolated multi-project management — multiple O&M projects can be configured by contract or team, with independent data and permissions.
Open Integration & AI Layer
Standard APIs integrate IT monitoring, automated O&M, CMDB and the AI platform, enabling alerts to auto-create tickets, smart dispatch and knowledge assistance for AIOps.
Business Value
QZ-ITSMS has been deployed across 500+ customers in telecom, finance, government, education and enterprise, helping them build standardized, measurable and continuously improving IT service systems with quantifiable business value.
Standardized Services
Unified service processes based on ITIL/ITSS help enterprises pass ITSS Level 2/3 assessment and ISO20000 certification, with measurable, auditable service quality.
Faster Response
Unified multi-channel intake, auto-dispatch and SLA monitoring cut response time by 50% and lift first-call resolution by 40% in typical customers.
Lower O&M Cost
Mobile O&M, knowledge reuse and process automation reduce manual effort and repetitive work, cutting IT O&M cost by about 20% in typical customers.
Visible, Data-Driven Management
Full-process monitoring, KPIs and dashboard reporting give managers real-time visibility to drive continuous, data-based improvement.
FAQ
Which ITIL/ITSS processes does QZ-ITSMS support?
QZ-ITSMS includes the classic ITIL processes — incident, problem, change, release, request, SLA management and knowledge base — built on the ITSS standard, supporting ISO20000 implementation.
Can QZ-ITSMS help us pass ITSS/ISO20000 certification?
Yes. Built-in standards-compliant process templates, forms and full-process records provide audit evidence, backed by hundreds of ITSS Level 2/3 and ISO20000 deployments.
Which service channels does ticketing support?
Unified intake across phone, email, WeChat, web portal and app, so users can submit requests anytime, anywhere, with auto-dispatch into a single service desk.
Does it support multi-project management?
Yes. Multiple service projects can be configured by contract or team with isolated data, permissions and organization for parallel multi-customer management.
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