TriActive lets us divide and auto-assign tickets, an absolute requirement with several departments relying on IT.
Austin, TX (PRWEB) April 21, 2010
TriActive, Inc., the leader in providing SaaS solutions for IT systems management, today announced the availability of its newest Systems Management Suite (SMS). The comprehensive product includes a toolset of asset management, software delivery, automated patch management, a 600,000+ title software catalog, Web remote control and diagnostic tools, on-box and SNMP monitoring, all fronting an ITIL help desk. With its integrated knowledge base and end-user self-service center, the Systems Management Suite supports ITIL processing standards to deliver a Web-based global help desk for IT services to provide first-rate service to local and remote users.
“Whether you're looking to achieve ITIL compliance, or just improve the service you deliver, TriActive’s SMS contains everything in our Configuration Management Suite, plus an integrated IT Service Desk, Knowledge Base, and End-user Self Service Center,” said Ron Halversen, VP of Marketing for TriActive, Inc. “This release allows IT to deliver Enterprise-class systems management for global assets—whether or not they are connected to the network. TriActive designed this release so customers can manage all their IT assets from anywhere at any time, while striving to build out their ITIL processes.”
The new release focuses on a number of enhancements to the service desk to improve the efficiency and speed to help specialists handle their work queue. Additional default descriptions and template tickets allow the streamlining of help desk tickets to auto-populate content for the specialists, as well as providing trouble-shooting information and questions for the end users. Not only do these features ensure correct and complete information in the tickets, but greatly improve process standardization. An email to help desk interface (EIHD) also allows specialists to manage tickets from anywhere, including their hand-helds. They can invite other workers and managers into a ticket thread, and end users simply reply to a ticket notification to update their tickets.
"When I was hired, the company had been struggling with it's Help Desk system from another vendor," said Stanley Leong, IT Specialist NetMD Business. "We were limited by its complex navigation and difficult tech support. When I found TriActive and its hosted Systems Management solution including their Help Desk, I was really impressed with how customizable it was! TriActive lets us divide and auto-assign tickets, an absolute requirement with several departments relying on IT. I insisted on TriActive within weeks of starting, and the roll-out took just a few days."
For information about TriActive’s Systems Management Suite or to see a video overview, visit: http://www.SystemsManagementOndemand.com/SMS.
TriActive, Inc. is a pioneer in SaaS for systems management; the combination of hosted systems management software and subscription model dramatically improves service levels while reducing complexity and total cost of ownership (TCO) for IT departments. TriActive offers a modular solution set that enables IT and Managed Service Providers (MSPs) to deliver IT projects and services on demand over the Internet without an expensive upfront investment. For more information visit http://www.triactive.com. For partner information and inquiries visit http://www.managedservicesondemand.com.
TriActive® is a registered trademark of TriActive, Inc. Systems Management On Demand® and IT 2.0 – Hosting Your Success™ are trademarks of TriActive, Inc.