InfraDesk Spring 2010 Release Addresses Market Demands and Customer Requests by Enhancing Customization, Usability and Automation

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The latest release of InfraDesk ITIL SaaS Service Desk includes major enhancements to satisfy customer and market requests for more customization, more automation and more simplicity

This latest release incorporates customer requests and market needs and provides sound reassurance that we are committed to their success by listening to what they need and delivering upgrades like the InfraDesk Spring 2010 release

InteQ, a leading provider of On Demand IT Service Management , has announced the release of the latest version of the company’s SaaS ITIL Service Desk , InfraDesk. Based on data points extracted from customer requests, market demands and internal requests, the company developed the roadmap for this InfraDesk Spring 2010 release to include new feature additions in customizability, usability, automation and compliance.

“We truly believe that this release offers more automation and customization capabilities that make IT service management simple for customers. InfraDesk is intended to enable organizations to automate more processes, easily adopt ITIL best practices, reduce costs and still provide the functionality enterprise clients need. With SaaS, the upgrade process is designed to be smooth and at no cost to customers. It is amazing what we can do with the new Web and cloud technologies and not having to deal with legacy software architectures,” said Yash Shah, CTO, InteQ.

Global enterprise clients who use InfraDesk to support their end users received all the enhancements and new capabilities included in this upgrade at no cost and with zero disruption to their environment, data or configurations. Shah added “This latest release incorporates customer requests and market needs and provides sound reassurance that we are committed to their success by listening to what they need and delivering upgrades like the InfraDesk Spring 2010 release”.

The InfraDesk Spring 2010 release includes the following new features:


  •     Users are able to define dynamic custom fields based on the type of request to ensure the correct elements are captured before the ticket is assigned
  •     Automation capabilities are accelerated by driving assignments and other communications through the workflow based on custom fields
  •     Custom landing page views and color configurations enhance personalization by user and priority


  •     Visual icons to indicate ticket type, VIP requesters, locked tickets in addition to SLA ticket stage
  •     Improved self-service layout with Knowledge Base and Request Catalog items grouped by category
  •     Transparent visibility of process and activity details for task groups and flows


  •     Advanced scheduling of automatic ticket creation for repeatable operations such as weekly reboots and security audits
  •     Ticket actions kick start task flows and groups


  •     Configure the workflow with multi-stage/sequential approvals enables anyone or all approvers required to move the ticket to the next stage and gives the ability to apply actions on the parent ticket upon approval or rejection
  •     Improved SLA Compliance tab to alert user of SLA targets associated with the ticket

Also included in the InfraDesk Spring 2010 release is an enhanced console to create and manage customer instances, white-label branding for enterprise divisions or service provider’s clients, icon images on all configuration items (CI) relationship maps and the ability for Administrators and Support Analysts to create dashboards based on user role and responsibility.

According to an independent research report, InteQ is a vendor that has “realized the trend of providing service desk offerings as a service and have introduced very comprehensive offers with extensive functionality and attractive prices. InteQ offers their solution in a SaaS way, which reduces maintenance, support, and other tasks in the service desk solution .” (Market Overview: IT Service Management Support Tools, Forrester Research, Inc., March 22, 2010)

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.

About InteQ

InteQ is a leader in On Demand IT Service Management. InteQ has leveraged the IT Infrastructure Library (ITIL) guidelines, Cloud and Web 2.0 technologies to develop a Software-as-a-Service (SaaS) IT service management solution that dramatically reduces the total cost of ownership, offers the fastest time to production and is the easiest to adopt. Since 1995, InteQ has been helping customers worldwide achieve IT service excellence using a unique solutions portfolio which includes an ITIL SaaS Service Desk, “itSMF Innovation of the Year” award-winning ITIL online training and ITSM consulting. For more information, visit or contact 888.4IT.MGMT.

InteQ Corporation, InteQ, InfraDesk 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.


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