Archive for the Case Studies Category
- January 9th, 2012
Canadian Bank Note Counts on LiveTime Service Manager
LiveTime’s hardware appliance was the perfect solution, that was not only plug and play, but also provided the performance and security expected by CBN. A major advantage for LiveTime was the extensible Web Services API and pre-integration to existing infrastructure and services without the need for programmers.
- October 11th, 2011
Health check for NHS Service Desk
The Trust had previously been using HP OpenView, but found the solution too complex for its requirements and the software hard to configure and use. Having reached the end of vendor support, Oxleas took the opportunity to review other options that could better fit its requirements and settled on Novell Service Desk from LiveTime Software.
- May 18th, 2011
Aeroflex Soars with LiveTime ITSM
Handling around 300 requests a week Aeroflex used multiple help desk solutions performing basic ticketing functions. Support was more reactive, rather than proactive, and the same problems were being solved again and again. Aeroflex needed a system that could reduce the level of effort required to resolve problems, leverage knowledge management and provide context of the call based on the underlying service.
- May 12th, 2011
LiveTime Transforms Service Desk at Philadelphia School District
In an effort to better invest their time and financial resources, and after extensive research, they decided to replace multiple Remedy Servers with a single instance of LiveTime’s Service Management (ITSM) solution.
- May 2nd, 2011
NuVista Energy drills deep with LiveTime and Novell
With business needs changing frequently, it was difficult for NuVista Energy to consistently keep its workstations updated and running smoothly. The company deployed Novell Service Desk and Novell ZENWorks Configuration Management in its Microsoft/Active Directory environment to centrally manage its workstations and gain control of service desk requests, driving down IT costs and improving service delivery.
- October 7th, 2010
Yodlee Banks on LiveTime Incident and Change Management
Installed in the US, LiveTime is used to service Yodlee employees across the US and India, support external customer Change Management through the test, QA and production lifecycle of their SAAS environment, and manage the growing number of change requests logged with the 24×7 command center. Mr Marchetti reported, “The installation support was great. Any and all problems or questions were addressed quickly and professionally.” He went onto say, “Staff were able to pickup LiveTime with relative ease.”
- March 22nd, 2010
North American Lighting shines with LiveTime
Investing in a tool that would streamline support processes, assist with the management of staff workloads and reduce the number of repeat incidents became imperative to improving NAL’s IT service. LiveTime Service Manager was selected based on it’s ease of use, web based architecture and rapid return on investment.
- January 4th, 2010
Pathway streamlines service for greater customer satisfaction
Using email with no ability to track service level agreements and inconsistent workflows to provide support, Pathways wanted to invest in a service management tool to enhance their organization. Mr Jason Oriente, Operations Manager at Pathway Communications said, “The advanced functionality of LiveTime Service Manager was a stand-out option with its customizable interface, reports capability, high return on investment and low ongoing costs.”
- December 21st, 2009
Transitions clarifies their service management vision with LiveTime
Being a global organization that wanted a centralized Service Desk, their existing help desk application, Track-It needed to be replaced. Transitions required the replacement tool to be a fully web-based application, with a single point of administration and accessibility from any browser. It also needed to be ITIL certified for Incident, Configuration and Service Level Management. LiveTime Service Manager was a perfect fit.
- December 13th, 2009
Altis Semiconductor Transforms Service with LiveTime’s Federated CMDB
A crucial element in this project was the ability to leverage existing infrastructure, including Novell NDS/eDirectory, LANDesk, OCS Inventory and Nagios via a Service Oriented Architecture (SOA). Working with these specifications Altis Semiconductor selected LiveTime Service Manager based on its out-of-the-box third party integration functionality, extensive Web Services API, internationalization and reporting capabilities.
- December 7th, 2009
Search technology discovers service management success with LiveTime
LiveTime Service Manager with its embedded CMDB underpinning the Incident, Problem and Change Management processes fulfilled Endeca’s metadata capture requirement. A fully web-based and highly scalable application with minimal administration overheads, made LiveTime a logical choice to meet Endeca’s incredible growth rate requirement.
- October 30th, 2009
Etech streamline and scale support with LiveTime
LiveTime enabled Etech to meet the challenge of implementing a scaleable support model, as LiveTime will readily grow in parallel with the demands of Etech’s expanding global customer base.
- September 29th, 2009
Capital G designs Service Desk around ITIL business processes
Capital G Limited, financial service specialists, has built its reputation on providing superior rates and quality service. Capital G tailor services and products to clients’ specific savings and borrowing needs, offering savings and deposit products in both Bermuda and US currencies.
- September 24th, 2009
Catholic Education Network scores high marks with LiveTime
LiveTime Service Manager allows CEnet to continually improve its service management processes and provides visibility for all team members’ Incident, Problem and Change Requests.
- August 30th, 2009
D & H Delivers with LiveTime Service Management
LiveTime was selected for its standards based approach and incredible ease of use for both customers and support staff. “LiveTime’s customization options provided incredible flexibility and did not require full time consultants like other solutions we investigated”, said Beverly Marino, Manager, I/S Support Services at D & H. “Adding custom fields and popups took only a few minutes”, said Beverly.
- August 14th, 2009
Genus improve efficiency by adopting ITIL best practices with LiveTime
Genus was attracted to LiveTime’s web-based service management solution due to its open standards, ITIL best practices and support for disparate IT environments. The final decision to invest in LiveTime was not only due to its ease of use and flexible interface, but the seamless integration with the company’s existing infrastructure, a mixture of open source and Oracle applications, databases and middleware.
- August 1st, 2009
UNBC centralizes campus support with LiveTime
After completing extensive research UNBC concluded that LiveTime was the only vendor that could support the complex routing and integration requirements and access from any web browser, from Internet Explorer through to Safari, Firefox and Opera. LiveTime’s intuitive interface and ability to configure the application in a few clicks made it an obvious choice for both staff and students.
- July 25th, 2009
HWL improves productivity and lowers costs with LiveTime
LiveTime has allowed the HWL IT department to gain a clear understanding of the IT service desk usage patterns by employees, departments and office locations. “LiveTime Reports have provided great insight into how often employees call IT and what is required,” said Aaron, “it has also assisted in gauging training requirements.”
- July 14th, 2009
Chockstone Redefines Loyalty with LiveTime
In-house support has allowed Chockstone to gain control over the support provided to the 400 plus monthly call load. “LiveTime gave us insight into field issues with our POS deployments,” noted Chris Williams. “Since we’ve rolled out our service desk, we’ve trained our support staff to write concise and informative incident notes for all our interactions with merchants,” Chris said.
- June 10th, 2009
PricewaterhouseCoopers deliver World Class service with LiveTime Service Management
PricewaterhouseCoopers (PwC) were not satisfied with their internal IT services. One of the key challenges in the IT department was to manage resources so they were aligned with user needs. 99X is now helping PwC improving their IT services by implementing ITIL-based processes and LiveTime Service Manager.
