LiveTime Achieves AT&T Enterprise Certification for iPhone Compatible ITIL Service Desk and Help Desk Software

LiveTime's ITIL Service Management suite 100% certified for the iPhone over AT&T networks.

LiveTime Software, a leading provider of ITIL certified Service Management and Help Desk Software, today announced it has achieved AT&T enterprise software certification for LiveTime Service Manager and Help Desk for the iPhone ®.

The AT&T enterprise software testing and certification program validates that LiveTime's ITIL service management suite is accessible via the iPhone over AT&T networks. This certification ensures customers can enjoy the best possible experience when using the LiveTime applications across AT&T's wireless network.

Although not initially designed for business use, the iPhone has grown in popularity within the corporate market and LiveTime recognizes the need to verify its applications' performance on the mobile device as it gains market share. The certification allows field technicians and customers who use the iPhone, to feel confident when they log and manage service requests while on the road.

LiveTime provides true mobility for onsite incident, problem and change management. Direct access to LiveTime's Configuration Management Database (CMDB) provides technicians with real time infrastructure information when they work on support issues directly from the iPhone.

The on-demand service reports within LiveTime ensure management and technicians have up to the minute statistics over the AT&T networks, which guarantees adequate service delivery 24/7. LiveTime's built in search engine is fully accessible via the iPhone, and provides immediate access to existing knowledge articles, solutions, and the known error database in a matter of milliseconds for rapid request resolution in the field.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, ITIL service management, 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 www.livetime.com.

Web Help Desk Launches Version 9 Cross-Platform Help Desk Software

Cross-Platform Web Help Desk Software Version 9 combines a more refined user experience with multi-tiered approval workflow and a revolutionary approach to asset management through plug-in architecture

MacsDesign Studio LLC, developers of the leading cross-platform help desk software solution, Web Help Desk, today announced the availability of Version 9, a major update to its flagship service management solution. Web Help Desk Software Version 9 adds rules-based voting and approval process for change requests, an extensible plug-in architecture for popular 3rd party asset management tools, and an AJAX enhanced user interface. Version 9 remains truly cross-platform, with server side installers for Mac OS X Server, Windows Server, Linux, and Unix.

"The feature enhancements within Web Help Desk v9 are primarily a product of listening to the thoughtful input from our loyal customer base, and the forward thinking of our savvy development team," stated Jonathan Lew, President of MacsDesign Studio. "Version 9 exemplifies our commitment to providing organizations with a vendor-neutral IT service management solution without the complex configuration."

The latest version of the http://www.webhelpdesk.com [Web Help Desk software __title__ Web Help Desk software website] delivers numerous new productivity features, including:

Change Management Control - Automated and dynamic rules-based approval workflow to track and manage change request submissions and approval voting.
Asset Discovery Data Imports - Scheduled imports of asset discovery data, providing technicians with the most up-to-data hardware and software information related to the service desk request at-hand.
Mac and PC Remote Control - Trigger Mac and Windows remote control sessions directly from strategically located screens within the Web Help Desk web-based application for enhanced desktop management.
"We Suggest You Try This First" - The web-based customer service portal in Web Help Desk v9 dynamically recommends knowledge base resolutions during the service request submission process, facilitating customer self help.
Localization Language Capabilities - Web Help Desk version 9 automatically selects any end-user's preferred language pack based on the default language setting of the end-user's web browser.
Alter Help Desk Software Vendor Terminology - All nomenclature within the interface may be modified to an organization's standard terminology, preventing the introduction of new and confusing terminology to end-users.
New Interface Updates - Content searches and updates throughout the interface are displayed to end-users in a fast and fluid AJAX format. Extensive improvements to the interface layout will help boost technician productivity.

For more information on the Web Help Desk Software Version 9 release, please visit our http://www.webhelpdesk.com/help-desk-software/web-based-helpdesk.html [help desk software __title__ Link to our help desk software site] website.

About MacsDesign Studio LLC:
Founded in 1998, MacsDesign Studio LLC is a global provider of the Web Help Desk software suite, the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: incident and problem management, asset management, knowledge management, LDAP and ad Integration, and change management.

The Web Help Desk software suite is a service desk management leader for small to mid-sized enterprises and departments of large multi-national organizations.

For more information, visit http://www.webhelpdesk.com/index.html [Web Help Desk software __title__ Web Help Desk software website] website or call +1-510-279-2251.

Web Help Desk Software Integration With Apple Remote Desktop

Leading cross-platform help desk software solution, Web Help Desk, announced seamless integration with Apple Remote Desktop 3, Apple's award-winning desktop management system for Mac OS X. The easy access to ARD information and instant remote control connectivity from within the Web Help Desk promises to boost technician productivity and raise the bar on customer satisfaction.

MacsDesign Studio LLC, developers of the leading http://www.webhelpdesk.com/help-desk-software/web-based-helpdesk.html [cross-platform help desk software __title__ Cross-Platform Help Desk Software] solution, Web Help Desk, today announced seamless integration with Apple Remote Desktop 3, Apple's award-winning desktop management system for Mac OS X. More than ever, businesses and educational institutions are seeking continuity and cost-effective IT help desk solutions. The easy access to ARD information and instant remote control connectivity from within the Web Help Desk promises to boost technician productivity and raise the bar on customer satisfaction.

A scheduled or on-demand import of asset discovery data directly from the ARD database to the Web Help Desk provides support professionals with the critical, up-to-date asset information required to efficiently resolve service requests. This new integration makes Apple Remote Desktop 3 asset data available to any web browser through one centralized web application.

Web Help Desk's integration with Apple Remote Desktop 3 makes initiating an ARD control session a simple mouse click away. Technicians can instantly access all of ARD's features and benefits from a Web Help Desk ticket or asset view.

For more information, visit their http://www.webhelpdesk.com [help desk software __title__ Help Desk Software] website or call +1-510-279-2251.

About MacsDesign Studio:

Founded in 1998, MacsDesign Studio LLC is a global provider of the Web Help Desk software suite, the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

The Web Help Desk software suite is a service desk management leader for small to mid-sized enterprises and departments within large, multinational organizations.

Help Desk Software Tracks Bugs, Issues, Support Tickets

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk application that improves companies' service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process.

Help desk Software Tracks Bugs, Issues, Support Tickets

Tenmiles Corporation has released Helpdesk Pilot v. 4, a web-based help desk application that improves companies' service quality and customer satisfaction by turning incoming emails into help desk tickets, and automating the support process. Unlike expensive web-based helpdesk services, Helpdesk Pilot runs on your servers, and has no monthly fees.

Helpdesk Pilot turns customers' emails into tickets. The built-in parser analyzes incoming emails, sorts them by department, determines the proper response, and tracks activity. You can easily set up autoresponders to tell customers that their help requests are being worked on.

Customers can log into the Customer Service Portal to find the status of their help request, and to browse the knowledge base to find solutions. The interface is available in English, German, Spanish, Arabic, Norwegian, Portuguese (Brazil), Portuguese (Portugal), Danish, Dutch, Russian, and French.

The program's ticket management support system makes tracking efficient. You'll know the status of each help request instantly. It's easy to perform operations on any ticket, or group of tickets. You can move or route tickets across departments, facilitating collaboration across support teams.

All ticket actions are recorded, and are instantly available to support staff. The activity log includes incoming and outgoing messages, as well as all changes in status. Similar tickets are identified, enabling staff to read about related problems that occurred earlier. Staff members can record private notes on a ticket to facilitate internal communication, with no fear that the customer will find these comments.

Helpdesk Pilot's administration platform lets you optimize the software for your business. You can add departments, staff members, customized email templates, and canned replies. By adding custom fields to the database, you can tailor the customer management process to your exact requirements.

The program provides comprehensive statistics on activities, participation, and the time spent resolving problems. Most of the built-in reports let you drill down to specific tickets for further analysis. If the report system cannot provide the specific information that you need, Tenmiles will create a custom report for you.

New features in version 4 include a streamlined query structure with faster searching and listing of tickets; a ticket status filter on the customer panel; RSS for customer and administration panels; improved HTML handling of emails; the ability to search with filters; and mass replies from the Tickets View page; and an enhanced statistics package.

Helpdesk Pilot's functionality can be extended with a library of affordable plugins. The $69.95 knowledge base plugin lets customers easily search through articles, to find answers to their own support questions; the $69.95 SLA Management plugin is a configurable escalation module that keeps track of tickets that remain unanswered and sends a notification email to the appropriate staff members about the ticket; and the $49.95 LDAP plugin is an active directory/LDAP module that ensures security by performing logins against one or more active directories.

The $99.95 branding-free plugin is a module that lets you remove the Tenmiles branding from Helpdesk Pilot to allow re-branding; the notice manager plugin is a module that lets you customize messages on your customers' help desk screens, and is available without charge; and the spam prevention plugin is a free Captcha module that prevents robot-based spam by requiring users to type a sequence of numbers and letters along with their help desk request.

Helpdesk Pilot v. 4 is written in PHP, and supports both MySQL and SQL Server. It runs on any Windows, UNIX/Linux, or Macintosh dedicated server, shared hosting, or intranet. Pricing begins at $299.95(US). Visit http://www.helpdeskpilot.com/ to sign up for a 15-day online trial, with no need to download or install the software.

Editorial Evaluation Copy Available on Request

About Tenmiles Corporation:

Tenmiles Corporation is an independent software development company based in Chennai, India. Tenmiles offers both Windows based desktop and web based applications targeted towards small and medium businesses.

Web-Based Help Desk Software Integrates With Cross-Platform Client Management Solution

Web Help Desk, a pioneering web-based help desk software solution, announced integration with LANrev Client Manager, a leading cross-platform client and patch management software suite. Imported LANrev asset discovery data and instant access to LANrev client management tools from within Web Help Desk promotes immediate and quantifiable technician efficiencies.

Web Help Desk, a pioneering web-based help desk software solution, today announced integration with LANrev Client Manager, a leading cross-platform client and patch management software suite. The new integration delivers scheduled imports of asset discovery data from LANrev to the Web Help Desk back-end database and instant access to the LANrev Admin application from within the Web Help Desk browser-based interface.

Automated imports of LANrev's reliable asset discovery data into the Web Help Desk provide support personnel with up-to-date hardware and software details for the computer identified in the service desk ticket. If additional software license management analysis is required or software patches need to be deployed, Web Help Desk provides instant, asset-specific accessibility to the the LANrev Admin application.

Web Help Desk's integration with LANrev Client Manager makes initiating an LANrev desktop control session a simple mouse click away. From within a Web Help Desk ticket or asset search, support professionals can instantly access all of LANrev's features and benefits.

"Even in today's uncertain economic climate, service desk requests, software compliance issues, and patch management are business realities that will not falter and must be addressed," said Web Help Desk VP, Terry Siddall. "However, by utilizing integrated solutions like Web Help Desk and LANrev that are intuitive, simple to deploy, and provide a heightened and measurable ROI, businesses are able to address these issues while providing demonstrable value back to the organization."

About Web Help Desk:
Founded in 1998, the Web Help Desk software suite is the leading cross-platform service desk management solution for help desk and customer support professionals who seek to simplify and control their increasingly complex service environments. The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

For more information on the Web Help Desk software suite, visit the Web Help Desk website or call +1-510-279-2251.

About LANrev LP:
LANrev LP is the leading provider of PC and Mac lifecycle management solutions for enterprise IT environments. LANrev's ease of deployment and powerful management tools help enterprises across the globe save time and money while increasing efficiency. LANrev is a founding member of the Enterprise Desktop Alliance and an Energy Star partner.

For more information please visit the LANrev website or call +1-214-459-0136.

bigWebApps HelpDesk Improves Maintenance Response Time at Dolce Atlanta-Peachtree

bigWebApps, a leading provider of on-demand help desk and customer support solutions, partnered with Dolce Atlanta-Peachtree to create a customized facility maintenance solution from the company's flagship application, bigWebApps HelpDesk. The scalable tracking solution helped to increase Dolce Atlanta-Peachtree's guest satisfaction in less than year by reducing maintenance response time and increasing accountability. For the first time in the conference center's history, maintenance response time dropped from 45 minutes to 15 minutes.

bigWebApps, a leading provider of on-demand help desk and customer support solutions, partnered with Dolce Atlanta-Peachtree to create a customized facility maintenance solution from the company's flagship application, bigWebApps HelpDesk. The scalable tracking solution helped to increase Dolce Atlanta-Peachtree's guest satisfaction in less than year by reducing maintenance response time and increasing accountability.

As a growing company, Dolce Atlanta-Peachtree, a premier southeast conference center with five buildings on 38 acres, needed an on-demand tracking solution that enabled Dolce's staff of 200 employees and 13 technicians to report a property issue anywhere and anytime. The conference center previously relied on radio- and paper-based tracking to report guests' maintenance issues. However, radio caused noise pollution as technicians walked through sensitive guest areas and conferences, and the paper-based tracking system resulted in reporting errors.

Dolce Atlanta-Peachtree sought a customizable web-based system that reduced response time, eliminated paper processes, improved employee workflow and increased accountability, ultimately leading to improved guest satisfaction. After consulting with bigWebApps, Dolce Atlanta-Peachtree selected the application provider because bigWebApps was willing to customize their Software-as-a-Service (SaaS) to meet Dolce's specific needs.

"bigWebApps was open to any ideas to help make their HelpDesk solution better," said Dan Bramblett, director of engineering at Dolce Atlanta-Peachtree. "When we decided to utilize bigWebApps, a true partnership was formed. Working with the bigWebApps team is what a handshake used to mean."

bigWebApps HelpDesk enabled Dolce Atlanta-Peachtree's 200 employees to easily access the web-based facility maintenance solution to report a mechanical, plumbing or electrical issue at any time. Once a problem is reported, a ticket is created and forwarded to a technician notifying the issue-at-hand. After the problem is addressed, an email is sent to the staff member who reported the incident informing them of the status, thus allowing the employee to confirm and check the issue for quality assurance.

According to Bramblett, bigWebApps' facility maintenance solution quickly paid off. After implementing bigWebApps, Dolce Atlanta-Peachtree's GSI (Guest Score Index), a score calculated through guest satisfaction surveys, increased from an 82 to a 92. For the first time in the conference center's history, maintenance response time dropped from 45 minutes to 15 minutes.

"Implementing bigWebApps into Dolce's system was an easy process," said Bramblett. "In the beginning, it took about 30 minutes to teach a staff member how to use bigWebApps. Now, as staff members are proficient with the computer, it takes about 10 minutes. If you know how to surf the Internet, you can use bigWebApps."

By switching from a paper- to web-based SaaS system, every work order by a Dolce Atlanta-Peachtree staff member is documented electronically. Dolce Atlanta-Peachtree now has the ability to monitor each technician's response time and completed maintenance assignments, so technology evaluations are no longer subjective but data-driven.

Bramblett also indicated that facility maintenance issues have become more proactive than reactive. "Because staff members now report everything in bigWebApps, we can identify potential issues and analyze facility trends."

For more information about bigWebApps HelpDesk or to learn more about the Dolce Atlanta-Peachtree case study, visit http://www.bigwebapps.com.

About bigWebApps:
Founded in 2001, bigWebApps is a leading provider of on-demand help desk and customer support solutions. Its flagship product, bigWebApps HelpDesk, has been adopted by more than 100,000 users within the SMB and K-12/higher education markets. With a 95 percent client retention rate, bigWebApps gives users a system that is not only easy to set-up, learn and manage, but engages all involved in the resolution process in a way that ensures adoption with a smile. For more information, visit http://www.bigwebapps.com.

LiveTime adds ZFS to ITIL Service Management and Help Desk Appliances

LiveTime's introduces the ZFS file system across its hardware and virtual appliances for greater performance, data integrity and scalability.

LiveTime Software, a leading provider of ITIL Service Management and Help Desk software, today released a new version of its hardware based appliances based on the ZFS file system. LiveTime's virtual appliances will also be available with ZFS in Q1 2009 based upon the Open Solaris Operating System.

LiveTime has been able to leverage the key advantages of the 128 bit ZFS file system for its service management product line to provide additional data integrity for its embedded Configuration Management System (CMS), Knowledge Base and Request Management processes. This not only provides customers with greater assurance, but also provides significant performance improvements in sequential reading and writing using the embedded MySQL or PostgreSQL databases.

By utilizing ZFS across LiveTime's Service Management and Help Desk hardware appliances customers have access to shared storage pools for dynamic expansion of storage as required. In addition, customers will benefit from dynamic striping which automatically distributes load across all devices, adding even greater throughput and scalability to the service desk and help desk.

LiveTime continues to expand its global reach and appeal to large enterprises with its integrated approach to ITIL best practices, open standards, intuitive interface and embedded Configuration Management Database (CMDB). LiveTime is available as a virtual appliance, hardware appliance and traditional server software, servicing more than 10 million users around the globe.

About LiveTime Software:
Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, ITIL based service management and help desk 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 www.livetime.com.