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LiveTime Service
Manager |
Features
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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.
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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. |
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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.
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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.
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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.
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Knowledge Management
Efficient knowledge
creation, publication
and distribution process
speeds resolution times,
reduces frustration and
empowers customers to
solve their own issues -
the key to ensuring
cost-savings and rapid
ROI. |
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Knowledge Separation
All knowledge is
separated based upon
Configuration Item (CI)
ownership. This ensures
that every user recieves
personalized information
relevant to their needs.
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Search Engine
LiveTime's embedded
search engine enables
users to search through
millions of articles,
incidents and notes in a
matter of milliseconds
using standard boolean
search logic. This
includes document
attachments based on
Word, PDF, Text HTML,
RTF, Star and Open
Office formats.
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Artificial Intelligence
(AI)
Using sophisticated AI
based techniques,
LiveTime promotes first
time call resolution
without human
intervention. The system
learns from experience
and intelligently
selects solutions and
workarounds based on
heuristics and empirical
analysis. |
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Workflow Management
To successfully meet SLA
expectations, LiveTime
allows customization of
the workflow states to
provide end point
markers and timers. The
built-in graphical
editor enables granular
control over the pathway
taken through each
incident. |
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Role
Based Access
LiveTime controls user
access with role based
privileges. Seamless
integration with LDAP or
Active Directory,
ensures instant user
authentication for all
user groups from a
central repository.
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