LiveTime Service Manager

ITIL best practices

LiveTime Service Manager enables enterprises to automate the service desk function using a combination of industry acknowledged best practices and best of breed technology. 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 Service Manager ensures IT Management is highly visible, customer focused and meets business requirements in a cost efficient manner. This is achieved by the tight integration of the key elements of the ITIL guidelines, which allows support departments to be confident about its ability to manage a systematic and professional IT service.

Five core processes

LiveTime Service Manager provides fine-grain control over key business logic parameters for the following ITIL service support and delivery support processes:

    Incident Management
    Configuration Management
    Problem Management
    Change Management
    Service Level Management.

Organizations adopting ITIL best practices for its service desk operations can rely on LiveTime for implementing scalable ITIL processes. LiveTime adheres to the key elements of ITIL relating to implementing an automated support service, thus enabling organizations to focus on meeting and exceeding customer support expectations.

      Vendor Neutral
LiveTime supports all major operating systems, databases and browsers. Simple installation and configuration on existing business systems which reduces the need to invest in proprietary software or specific hardware.
    Open Standards
LiveTime utilizes open standards wherever possible and complies with existing standards such as J2EE, XML and UDDI, as well as open technology platforms like Linux. These efforts provide LiveTime customers with faster deployment times and a more reliable, interoperable application that can scale from a single server deployment to more complicated distributed cluster-based deployment.
    Scalability
LiveTime supports thousands of concurrent users. It integrates easily with other systems to expand and adapt with your enterprise. LiveTime can be deployed in a cluster environment to ensure maximum scalability, reliability and high availability.
    Web 2.0 Ease of Use
Based around the latest Web 2.0 technologies such as AJAX (Asynchronous JavaScript) and XML, the system delivers unparalleled ease of use. It can be accessed from any major web browser, including those available on most PDA's.
    One Click Upgrades
LiveTime can perform upgrades with a push of a button. There is no need to involve additional IT resources or consultants - simply upgrade your license, replace the main application and click the 'upgrade' button.