LiveTime 7: The Future of ITSM
LiveTime announced their plans to release a new IT Service Management (ITSM) platform that will be based entirely on HTML5 and Open Standards. LiveTime is a cloud ITIL service management and help desk software company. The company has been pushing for open standards in the enterprise for a while now.
LiveTime 7 will be Firefox, Google Chrome, Safari and IE 8+ compatible. All browsers that pass the Acid 3 test will also be supported. The new platform will provide users with a number of web-based applications that used to be exclusive to the desktop.
Thanks to HTML5, LiveTime users will be able to design interactive workflows, draw charts natively on the page, and drag and drop based request and change management. The new features provide users with an interactive service desk experience.
LiveTime 7 also provides users with the ability to deploy LiveTime on any server or cloud platform like Google apps and Amazon EC2. LiveTime 7′s ITIL Service Management platform is also scalable and can grow with your company.
Another interesting feature of LiveTime is that it’s based on open standards, which helps to lower delivery costs and improves customer satisfaction. Having an open standards platform also enhances interoperability and vendor neutrality. LiveTime 7 is available as a Software-as-a-Service or (SaaS) or on premise. The platform is available from any mobile device as well, for optimal utility.
LiveTime 7 also comes with out of the box enterprise integration with authentication, asset and inventory management, and event management. The new platform is set for a Q4 2010 release. The company has already labeled the product as “the future of ITSM”.
No commentsService-now.com Exceeds Projected Annual Revenue in Q1
Service-now.com announced their record customer and revenue growth for the first quarter of 2010. Service-now.com is an IT Service Management SaaS and IT Service automation provider. The company revealed that after only three quarters of business, the company was able to increase revenue by 154%. In the last three months, Service-now.com was able to beat the annual revenue plan for the 2010 fiscal year. Is Service-now’s first quarter success a forecast for the upcoming year?
The dramatic success achieved by the company in Q1 was driven by a demand for modern IT service management and IT service automation. The Service-now model is focused on providing a practical SaaS and approach to automating the IT service process.
The CEO of Service-now, Fred Luddy, describes his product as a “modern, pragmatic and baggage-free ITSM tool.”
Other Service-now.com highlights for Q1 2010 include:
- Added new customers, including a dozen “Fortune 1000″ accounts
- Positive cash-flow for three years
- 100% subscription renewal rate
- Added to Wall Street Journal’s Next Big Thing List for the Top 50 Venture backed firms.
- Added to OnDemand Top 100 technology companies by AlwaysOn.
- 2010 Pink Elephant Innovation of the Year Award finalist
- New online data center in Australia
Service-now.com boasts 400 customers and 100,000 IT professional users who use their product to provide IT services for nearly five million end users worldwide. The SaaS is fast becoming the go-to ITSM for companies that want to optimize the efficiency of their IT services. For more information visit: http://www.service-now.com/.
No commentsThe Next Big Thing inIT Help Desk: Live Chat
The slow economy has left many IT departments having to “make do†with help-desk software investments that are becoming antiquated. Luckily, there are companies like the Israel-based help-desk software vendor SysAid, which recently launched integrated IT help desk live chat.
The latest version of their help desk platform, SysAid 6.5, will feature the live chat integration. This newest addition will help IT departments make their technology last longer, and more specifically, will help them manage the influx of inquiries via phone and email. SysAid surveyed customers globally, and found that a large percentage weren’t utilizing a live chat platform for their help desk needs. However, the vast majority of users are familiar with SMS services, so the integration allows IT technicians to support multiple channels and end users much more easily.
It is interesting that this solutions pretty much eliminates the need for phones in help desk, but an IDC research director notes that live chat capabilities are essential to any company offering a SaaS help desk solution. Having the ability to support five to six users at once—far more than can be helped via phone support—offers a great competitive advantage. SaaS help desk software is very young right now, but live chat integrations could be the innovation that helps it mature, and quickly.
No commentsWeb Help Desk Releases “Lighter†Versions of its Software
Web Help Desk has continued to be a leading provider of help desk software for a number of industries in the past few years. Prior to all the new technological innovations such as Cloud Computing or SaaS, Web Help Desk was providing companies with its award winning help desk software platform. Web Help Desk has continued to innovate to maintain its position on top of the help desk software industry as it has recently announced new versions of its existing help desk platform.
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As customer service gains in importance in today’s business world, help desk software is becoming a more popular choice for many companies. With tools that can still provide effective monitoring of its agents, Web Help Desk Lite is similar to the full fledged version of its popular help desk software. The main difference is associated with the cost and convenience as Web Help Desk Lite is aimed towards companies who cannot afford a more advanced solution and don’t have the resources to dedicate towards deploying a more complex help desk platform.
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Web Help Desk Lite will be offered as a SaaS product as well as an on-premise “lighter†version of its existing help desk software product. This should provide companies the ability to afford a solution that can meet their company needs. For more information on what Web Help Desk Lite has to offer, you can find a list of features here.
No commentsNTRglobal SaaS Solution Allows Remote Help Desk Support
NTRglobal provides companies with much needed help desk support for overwhelmed companies. NTRglobal has built a SaaS Solution that allows tech support personnel to remotely provide help desk support. Remote help desk suppot allows tech support engineers to have full control over the customer’s equipment and allows tech support to be in control of the operation at all times, speeding up the process and eliminating mistakes. Rather than reading instructions to confused customers, Help Desk personnel can perform the tasks on their own and save customers the trouble and hassle of staying on the phone for long troubleshooting procedures.
This kind of support should provide a tremendous boost for companies that need to provide a lot of troubleshooting and technical support for its products. In implementing NTRglobal’s SaaS System, help desk support will be much more efficient and much easier to conduct. Simultaneously, customer service should improve dramatically as customers are saved the hassle of troubleshooting issues on their own.
For more information on this new software solution, you can read the full article found here.
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