LiveTime Software Announces Service Manager Version 4.0 Supporting Five Core ITIL Processes

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Web-based, Vendor Neutral, J2EE service management software to support ITIL processes including Configuration, Incident, Problem, Change and Service Level Management. Combined with CMDB for tight integration and flexibility.

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For example, an initial implementation of LiveTime Service Manager may include incident and service level management with some basic asset management. Then, when the client is ready they can fully configure the CMDB working with Change Management.

LiveTime Software, a leading provider of J2EE based Service Management software today announced LiveTime Service Manager 4.0. To be released in May, the product will support five core ITIL processes; Incident, Problem, Configuration, and Change Management, and the service delivery process of Service Level Management.

The embedded Configuration Management Database (CMDB) will provide the foundation for the tightly integrated service and support processes which have been developed around the ITIL guidelines. LiveTime Service Manager unifies the five key processes in one application, but will allow organizations to choose a phased implementation based on its flexible licensing model. “Customers will be able to choose when their organization is ready for process change,” said Dr George Vossos, Chief Technology Officer of LiveTime Software. “For example, an initial implementation of LiveTime Service Manager may include incident and service level management with some basic asset management. Then, when the client is ready they can fully configure the CMDB working with Change Management.”

LiveTime Service Manager provides transparent migration from the company’s other product lines, LiveTime Support and LiveTime Help Desk. It is the first enterprise application in the industry that allows customers to migrate from a help desk or support system into a complete ITIL service management system by simply replacing the license key. No database changes are required. This allows organizations to seamlessly migrate to full ITIL functionality as their needs or budgets allow.

LiveTime Service Manager will also integrate with third party Asset Management tools such as LANDesk, Novell ZENworks, Microsoft SMS, Centennial Discovery and LiveTime’s own Discovery software, for automatic synchronization with LiveTime’s built-in CMDB. Organizations can define relationships and build a service catalog as required and benefit from a single repository of asset information for efficient incident management, from the moment of installation.

The fully web-based LiveTime Service Manager will run on any platform using any web browser and provides an integrated knowledge base, management reporting and customer self-help portal. These, combined with the ability to synchronize with Active Directory/LDAP servers and asset management discovery tools will make LiveTime Service Manager a comprehensive service support solution for any enterprise seeking to deliver high quality customer service which is accountable, transparent and predictable.

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. For more information visit http://www.livetime.com.

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 920, 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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