LiveTime Software Releases Version 3.6 of Its J2EE Help Desk, Customer Service and Support Applications with Integrated Configuration Management

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Update includes fully embedded ITIL compliant Configuration Management Database (CMDB) and integration with LANDesk, Novell ZENworks, Microsoft SMS and Centennial asset management tools.

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It allows us to fine-tune LiveTime through the new custom item configuration to meet any foreseeable application, from Facilities to Medical support.

LiveTime Software, a leading provider of J2EE based Customer Service and Support software, today announced the availability of LiveTime Help Desk version 3.6 and LiveTime Support Desk version 3.6. This release includes workflow and terminology changes in line with ITIL recommended processes and integrated Configuration Management. As previously announced, this version also introduces integration with leading asset management systems.

The most noticeable change in 3.6 is the embedded CMDB. The new Configuration Editor allows administrators to manage configuration items (CIs) and construct service catalogs that are relevant to an organization's environment. This information is used to assess the severity of any incident based on the business impact to critical services. "The new level of customization is spectacular," said Trevor Fuson, Systems Analyst, University of Northern British Columbia, "It allows us to fine-tune LiveTime through the new custom item configuration to meet any foreseeable application, from Facilities to Medical support."

Embedded in this release is the Asset Management Integration Engine (AMIE), which provides a unique adaptive mechanism for integrating information from the repository of any third party RDBMS-based asset management system. LiveTime now fully integrates with many industry leading asset management systems, including LANDesk, Novell ZENworks, Microsoft SMS and Centennial. This functionality enables LiveTime to rapidly respond to customer requests for asset management integration, regardless of the third party technology the customer selects.

Version 3.6 also introduces customized views, enabling users to adapt to a specific workplace scenario or usage pattern. This, combined with the drill-down dashboard feature, gives users real-time access to performance statistics that ensure they are always performing at an optimum level. Mr. Fuson highlighted the benefits of the improved user interface stating, "The new release has amazing performance and huge usability improvements. Once again, LiveTime has delivered an amazing product."

Other notable feature enhancements in this release include:

  • Ability to rollback items to a previous baseline
  • Handshaking facility for proposing solutions and automatically closing incidents
  • Organizational ownership of items - The ability to assign multiple departments or companies to an item
  • Extended incident allocation logic ? Incident assignment now considers "Problem Type" and Help Desk departmental specialties
  • Expanded Reports--- new reports which include organization-focused statistics
  • Resource utilization history for incidents.

This release also refines some terminology in line with industry best practices and ITIL guidelines. "This version incorporates a significant reorganization in the way assets are handled which will benefit all users, whether they are aspiring to ITIL, Sarbanes-Oxley or Basel II compliance, or simply striving to deliver the best possible service to their customers," said Dr. Darren Williams, Chief Executive Officer of LiveTime Software.

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, 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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