Archive for the Case Studies Category
- March 22nd, 2010
North American Lighting shines with LiveTimeInvesting 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 satisfactionUsing 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 LiveTimeBeing 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 CMDBA 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 LiveTimeLiveTime 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 LiveTimeLiveTime 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 processesCapital 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 LiveTimeLiveTime 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 ManagementLiveTime 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 LiveTimeGenus 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 LiveTimeAfter 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 LiveTimeLiveTime 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 LiveTimeIn-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 ManagementPricewaterhouseCoopers (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.
