This tool can improve a company’s service desk and customer satisfaction. It uses web 2.0 to enable customers to access and use the site regardless of their browser, operating system or location. Furthermore, the tool is built using ITIL standards, ISO/IEC 20000 and best practices. The five core process the tool utilizes is Incident Management, Configuration Management, Problem Management, Change Management, Service Level Management to ensure audit compliance. There processes allow the company to resolve issues and identify root cause to serve the customer and continually improve the processes and service provided. Dashboards and reporting on maps or workflows allow for visual aids that can support strategic discussions.
I checked this out ..... Livetime Servcie Manager would most definately enable the Service Desk to better track, store and resolve Information Technology related problems according to the Service Level Agreements of the organization as well as PCI and SOX regulations for security and auditability.
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