We now have a robust MSP ready solution that will grow with us, support our ITIL adoption efforts, and help ensure we proactively manage SLAs and customer satisfaction.
Bedford, MA (PRWEB) February 23, 2010
InteQ, a leading provider of on demand IT service management , announced today that Apps Associates has implemented InfraDesk, ITIL SaaS Service Desk , to support delivery of managed services to its clients globally. Delivered as a software-as-a-service application, the benefits to Apps Associates included the ability to track and manage workflows unique to each customer, adopt ITIL best practices and implement a formal service level agreement (SLA) management process using a single instance of the application.
Apps Associates had extended Salesforce.com from sales to the service desk to enter and track support requests. Significant growth and the desire to adopt a formal ITIL best practices framework were compelling factors for recognizing the need to switch to a more robust and managed service provider (MSP) ready service desk application. In addition, the previous solution did not provide the capabilities required to manage and track SLAs for their customers.
"To meet the demands of our rapidly growing managed services practice, InteQ's InfraDesk solution was a natural choice as it had all features that an MSP needs at a very affordable price. In addition, we knew that InteQ's experience with managed services was leveraged when developing the features for InfraDesk," said Thiru Sadagopan, Director of Infrastructure Managed Services at Apps Associates. "We now have a robust MSP ready solution that will grow with us, support our ITIL adoption efforts, and help ensure we proactively manage SLAs and customer satisfaction."
Since the implementation, Apps Associates has easily setup, customized and is actively using the service-level agreement module within InfraDesk to proactively manage customer expectations. They now have clear visibility into the service cycle, and a reliable process to monitor SLAs and ensure customer satisfaction.
As a certified ITIL training provider since 2001, InteQ's InfraDesk solution is delivered with out-of-the-box ITIL workflows that enable organizations to accelerate adoption and benefit from these best practices. In addition, InfraDesk clients benefit from access to InteQ's award-winning on demand ITIL online training and on-site corporate training programs.
"Apps Associates clearly understood the benefits of a software-as-a-service solution, however, they required an ITIL based solution that supported MSP requirements. We were able to provide a cost-effective solution with built-in ITIL workflows to support adoption of best practices and also improve their ability to track and manage global customers' requests," Yash Shah, President and CTO, InteQ. "Our experience with Managed Services and ITIL Service Desks has enabled us to create a solution that not only supports the enterprise but is flexible enough for MSP's to support their customers using a single instance of the application."
InfraDesk is a compelling choice for MSPs due to their ability to service multiple customers using a single instance of the application, reduce the overall cost of delivery and assist with optimizing resource utilization. Clients globally are able to report and track requests using a self-service web portal dedicated to them while the service provider has the ability to track, report and support multiple customers while preserving unique segregation of data. In addition, the application can be private-labeled for the service provider.
InteQ has implemented InfraDesk in enterprises and service providers globally enabling IT organizations to benefit from the lowest Total Cost of Ownership (savings up to 70%), fastest to production (up and running in days), easiest to adopt (no customization required) and the most automated (ITIL out-of-the-box). The ITIL service desk application is delivered over the web and is priced based on fixed and concurrent user licenses.
To watch a demo of InfraDesk, click here .
InfraDesk - ITIL SaaS Service Desk
InfraDesk is an ITIL SaaS Service Desk application delivered as a service over the web based on InteQ's unique ITIL process automation approach and experience. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations to ultimately support overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk enables large organizations to eliminate costly maintenance upgrades and lengthy implementation cycles commonly associated with traditional on-premise software while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility. Since its introduction to the service desk market, InfraDesk has been implemented in organizations globally accelerating value and savings for clients. InfraDesk was also the recipient of the Network Product Guide 'Best in SaaS', the American Business Awards 'Best New SaaS Product' and the 'Best of SaaS Showplace' Award from ThinkStrategies.
InteQ is a leader in On Demand IT Service Management. Our Software-as-a-Service solutions dramatically reduce the total cost of ownership, offer the fastest time to production and are the easiest to adopt. Since 1995, InteQ has been helping customers worldwide achieve IT service excellence using a unique solutions portfolio which includes a comprehensive suite of Remote Infrastructure Monitoring Services, an ITIL SaaS Service Desk, and award-winning training and consulting in ITIL - the IT Infrastructure Library. InteQ's On Demand solutions have been successfully implemented in over 90 countries through its global service delivery model with operations in the United States and India. For more information, visit http://www.inteqnet.com or contact 888.4IT.MGMT.
About Apps Associates
Founded in 2002 by former employees from Oracle Consulting Services, Apps Associates is an IT service provider offering unparalleled knowledge and experience in Oracle applications and technologies. Recognized as one of the fastest growing private U.S. companies (Inc. 500/5000) and realizing rapid growth, Apps Associates is setting a compelling standard for delivery and customer satisfaction. Built upon global delivery and best practice methodology, the company leverages onshore, on-site and offshore capabilities to deliver results and ensure ROI. Headquartered in Westford MA USA, the company has offices in Atlanta GA, Germany and India, the site of our Global Development Center. Our service offerings include: Oracle Business Intelligence, Oracle E-Business Suite Consulting, Oracle Database Administration, Fusion Middleware/Service Oriented Architecture, Infrastructure Managed Services. Our products, Report Lifecycle Management Solution (RLMS) and ShipConsole, are fully integrated with Oracle E-Business Suite and validated by Oracle for meeting Application Integration Initiative standards. For additional information, visit http://www.AppsAssociates.com.
InteQ Corporation, InteQ and the InteQ logo are registered trademarks of InteQ Corporation. All other product and company names mentioned are used for identification purposes only and may be property of their respective owners.