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| LiveTime Service Manager v5, LiveTime Help Desk v5 Now Available LiveTime Software has announced the general availability of LiveTime Service Manager v5 and LiveTime Help Desk v5. Containing more than 100 new productivity features and Ajax-based, Web 2.0 interactivity, LiveTime Software significantly raises the bar for ITIL Service Management as it delivers increased performance, plus the interactivity of a rich internet browser application powered by J2EE and advanced Web Services. New features announced as part of LiveTime v5 include: - Internationalization - Allows users to access LiveTime in their local language. All user interface strings are contained in an easily customizable text file for true application internationalization. - Live Chat - Within the new Web 2.0 customer portal, customers with an active incident can initiate a live chat session with the assigned technician, or optionally, with a member of the technician's team. - Customer Surveys - Users are now able to publish and manage customer surveys. Functionality includes the ability to define, distribute, inspect, collate and analyze survey responses. - Customized Reports - New to version 5.0, is the ability to define and save custom reports. Saved report templates can be grouped and shared with other Users. - RSS Feeds - Customers using the Portal can subscribe to personalized RSS feeds for the latest status of their active incidents. Activities supported include incident creation, incident status changes, and the addition of notes. LiveTime Service Manager 5 continues to provide tight integration between ITIL certified Incident, Problem, Change, Configuration and Service Level Management processes, while leveraging web services to provide integration interfaces to external systems such as Authentication Servers and Asset Management systems. At the core of LiveTime is a fully integrated CMDB that underpins all process workflows. This ensures that Service Desk staff gain access to all parts of the service management lifecycle, regardless of their area of specialty. write your comments about the article :: © 2007 Computing News :: home page |