CASE STUDY: Barrie Hydro Selects LiveTime Help Desk to Manage IT Service and Support

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Fully web based, vendor neutral support solution delivers immediate business benefits to Canadian energy utility

LiveTime Help Desk, a leading web-based help desk management tool, has been deployed to manage the support of all IT systems and infrastructure for Barrie Hydro, a major utility company servicing Ontario, Canada. The project, described in a new Case Study, has delivered immediate improvements in several key areas.

The company’s Information Technology department chose LiveTime because it needed a system that was fully web based and offered robust asset management. Furthermore, the solution needed to support a combination of both PC and mainframe users, and allow for future growth.

“LiveTime Help Desk is one of the few truly web based products we could find,” said Darryl Jones, Senior Network Analyst for Barrie Hydro. “And it uses a highly scalable architecture that will allow our infrastructure to grow as we do." Designed to run on multiple platforms, LiveTime Help Desk can be deployed on a wide variety of hardware and software to maximize existing infrastructure. In addition, LiveTime’s reporting features provide accurate data and the ability to spot trends and plan for future requirements.

“We needed a solution to manage the workflow of support cases from receipt to resolution,” Jones said. “The time to learn the product was minimal so our technicians were able to begin solving cases immediately.” These and other business benefits are discussed in a Case Study, published today and available for download from

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of J2EE-compliant, web-based service desk, help desk and support automation software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime’s vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom.

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Media Relations contacts

Europe: Mike Fellows

Suite 5, 107 Promenade,Cheltenham, Glos GL50 1 NW, United Kingdom

Phone: +44 (0) 1242 580090, Fax: +44 (0) 1452 700150

USA: Bill Gram Reefer

Suite 255, 4100 Newport Place, Newport Beach, CA 92660, United States of America

Phone: +1-949-752 1660, Fax: +1-949-752 1649

Asia Pacific: Kerry Butcher

Level 5, 22 William Street, Melbourne, VIC 3000, Australia

Phone: +61 3 9620 7588, Fax: +61 3 96207533

LiveTime and the LiveTime logo are registered trademarks of LiveTime Software, Inc. Other company and product names may be trademarks of the respective companies with which they are associated.

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Bill Gram-reefer