LiveTime Software, a provider of ITIL certified Web 2.0 Service Management Help Desk and Customer Support Software, announced an update to its Service Management suite to address compatibility with Safari 3.0 and Mac OS Leopard. LiveTime's automated service desk process allows customers to submit, track and manage service support requests via email or the customer portal based on Web 2.0 and open standards.
LiveTime can now be deployed on Mac OS X Leopard in both desktop and server editions with no additional requirements. LiveTime provides Web 2.0 service management, help desk and support software. Supporting open standards, ITIL (IT Infrastructure Library), ISO 20000 and SOX (Sarbanes-Oxley) best practices enables organizations to improve the quality and efficiency of customer service and support.
LiveTime and Apple's strong commitment to open standards makes Mac OS X Leopard a perfect platform for delivery of LiveTime's Service Management and Help Desk product suite. The application server infrastructure and plumbing required for LiveTime is built directly into the operating system. Simply populate any SQL database with the LiveTime schema, deploy the application in either the JBoss or Tomcat application containers and the system can be operational in less than 30 minutes.
LiveTime's Help Desk and Service Manager enables enterprises to automate the service desk function using a combination of industry acknowledged best practices and best of breed technology. LiveTime has also optimized the presentation layer on Mac OS X Leopard by making specific changes for Safari 3.0 for a rich user experience with its Web 2.0 interface. LiveTime's integrated spelling, online chat and RSS feeds provide completely new levels of interactivity for customers.
LiveTime can search through knowledgebase articles, incident notes, descriptions and attachments in a matter of milliseconds. The system is based on modern search engine technology and uses natural language query strings and fuzzy logic. Reduce the overall cost of providing service and support by allowing customers to log calls directly through the customer portal. This includes access to the knowledge base, online forums and incident history.
LiveTime can dynamically synchronize with virtually any standard directory server so that you can authenticate and retrieve user information instantly within the application. This also includes support for multidomain servers. The built-in self-service portal, comprehensive alerting system and knowledge infrastructure allow support staff to focus on solving more complex problems and let the system deal with common solutions to everyday problems.
