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Features
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New in Version
5.0
LiveTime Service Manager
5.0 represents a
significant upgrade of
LiveTimes ITIL Service
Management product line.
Consisting of over 100
new features and
significant interface
refinements, version 5.0
provides new levels of
interactivity and
workflow enhancements.
LiveTime 5.0 includes a
200% performance boost
over previous versions,
which allows customers
to support twice as many
users with no additional
hardware.
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Internationalization
Allow end users
to access
LiveTime in
their local
language. All
user interface
strings are
contained in an
easily
customizable
text file for
true application
internationalization.
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New Customer
Portal
LiveTime's
Portal user
interface has
been
significantly
improved to make
it easier to
navigate and
track customer
related
information.
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Scheduled Calls
An extension of
the Quick Call
facility allows
common requests
to be scheduled.
This is achieved
by specifying
the frequency
(daily, weekly
or monthly) and
timing of a
newly generated
request.
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Parameterized
Email
Email Message
templates can
now be
customized to
include
predefined
system
variables. This
allows Users to
provide detailed
system specific
summary
information in
email responses.
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Context
Sensitive Help
LiveTime is now
fully integrated
with the
LiveTime HTML
User Guide,
providing
context
sensitive links
from the
application to
the LiveTime
HTML User
Guides.
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Live Chat
Within the
customer portal,
customers with
an active
incident can
initiate a live
chat session
with the
assigned
technician, or
optionally, with
a member of the
technician's
team.
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Customer Surveys
Users are now
able to publish
and manage
customer
surveys.
Functionality
includes the
ability to
define,
distribute,
inspect, collate
and analyse
survey
responses.
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Customized
Reports
New to version
5.0, is the
ability to
define and save
custom reports.
Saved report
templates can be
grouped and
shared with
other Users.
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Mixed Mode LDAP
LiveTime is now
able to
authenticate
using a
combination of
LDAP/ADS and the
LiveTime
internal
authentication
system.
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Project Groups
Project groups
have been
extended to
allow
sequencing. This
allows users to
control the
order of request
generation when
customizing the
Group template.
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RSS Feeds
Customers using
the Portal can
subscribe to
personalized RSS
feeds for the
latest status of
their active
incidents.
Activities
supported
include incident
creation,
incident status
changes, and the
addition of
notes.
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Other Features
Secure IMAP /
POP3
Checklist for
workflow states
Default
workflows per
SLA
RFCs via
Customer Portal
Spell Checking.
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