Proactivanet is an IT service management solution fully aligned with ITIL® best practices and the ISO 20000 standard. In this application, support technicians can easily manage and resolve incidents and requests reported to the IT department and end users can quickly and easily report a new incident or request and be informed at all times of the status of their ticket. It also offers a high level of customization to adapt to the specific needs of each organization: custom fields, workflow management, authorization request, etc. Proactivanet's Incident and Request Management provides several benefits, among others: • Cost Reduction: through the ability to meet increased demand with the same number of support technicians, providing users with self-service capabilities through the User Portal and reducing the number of first-line technicians dedicated to handling repetitive calls and sorting tickets. • Improved support technicians productivity: reducing the volume of user calls and automating the creation of repetitive requests and incidents using programmed templates, by e.g. for routine maintenance tasks. • Improved end-user productivity: significantly reducing the time required to resolve incidents and requests and providing them with self-service resources so that they can solve their needs without having to wait for support technicians. Proactivanet ITSM Software is certified by PinkVERIFY 2011 in a total of 13 processes, and has obtained ITIL® Software Scheme (ISS) Gold approval, the highest levels of recognition granted to ITSM platforms. These certifications demonstrate not only the total alignment of the tool with ITIL® best practices, but also the ease of use for end users and a high degree of process automation.