As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

March 9, 2009

• added support for IPv6
• make default partition 40gb as more customers use this in production
• update kernel to 2.6.26-2
• include unzip in base OS for some background tasks
• updated JAVA to 6.0.18
• updated VMware tools to 8.2.4
• updated tomcat to 6.0.24
• updated LiveTime to 6.0.3
• changed base locale to POSIX
• hardened tomcat and apache according to CIS guidelines

Newport Beach, CA – March 9, 2010 - LiveTime Software, a leading provider of Web based ITIL 3 Service Management (ITSM) and Help Desk software, today announced new SaaS based cloud deployment options, including Google App Engine, Amazon EC2 and Rackspace Cloud. This new level of cloud support will allow Managed Service Providers to extend their offerings to include the Enterprise Service Desk.

Further extending support for open standards LiveTime’s new platform extends its reach not only into new cloud platforms but also new storage engines. This includes support for all major databases as before as well as new distributed databases such as Google BigTable, Amazon Simple Storage Service (Amazon S3) and Apache HBase (Hadoop). This shift will allow Managed Service Providers to offer an Enterprise Service Desk, on their architecture of choice, along with other services being delivered to their customers.

Utilizing HTML5 standards, this new platform requires no browser plugins, no ActiveX components and no client downloads and supports every major browser from Firefox, Chrome, Safari and Opera through to Explorer 7 or later. This new architecture will also feature RESTful Web Services as the primary API for Web Service integrations.
LiveTime’s new ITSM SaaS platform will also support 11 core ITIL 3 processes out-of-the-box and includes a built-in search engine and Federated Configuration Management Database (CMDB).

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards and lowers service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks, streamlining the typically lengthy on-boarding process.

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

February 19, 2009

• File upload memory usage has been optimized
• AMIE support for PostgreSQL sources has been improved
• Attachments to status notes can once again be downloaded
• Hyperlinks can now be used as CI identifiers with clickable links
• 64 x 64 Icons will now render the entire icon in relationship maps
• Knowledge base article content may once again contain HTML tags
• Uploading files with internationalized names now decode correctly
• Internationalized PDF exports now correctly render Turkish characters
• Emails from LiveTime will include the status in the subject line
• Show all services admin option for customer portal now works as expected
• Knowledge base proposals in the request analysis tab will now be pageable
• Emails to SMS providers will now contain only a subject with a blank body
• Corrected various issues surrounding performance optimizations made in 6.0.2
• License usage now correctly reports service request processes and base license usage
• Review Dates for Knowledge Base Articles can now be set if RFC controls are enabled
• Using the calendar on a custom field in the customer portal will no longer cause page scrolls
• SLA Reporting for defined working hours now correctly factor closed time into the calculations
• Added Norwegian translation

Newport Beach, CA – February 8, 2010 – LiveTime Software, a leading provider of Web based ITIL 3 Service Management and Help Desk software, today announced support for SAML/SAML2 based Single Sign-On (SSO) in the upcoming 6.1 release of LiveTime Service Manager and Help Desk. With the addition of support for Security-Assertion-Markup-Language, LiveTime now leverages existing investments in infrastructure deployed for Single Sign-On to validate user credentials, and streamline access to LiveTime Service Manager and Help Desk.

By using SAML/SAML2 SSO LiveTime can now streamline the end-user experience by granting access to resources without forcing users to re-authenticate with each application. Such a setup consists of an IdP (Identity Provider) that manages each login session, and is the source of user information along with one or more SPs (Service Providers) which manage resource access. This information is then filtered down to LiveTime, which will leverage the provided data to grant access to resources, bypassing the normal login cycle.

New configuration options within LiveTime allow clients to manage the connection to the SSO provider implementations from Open Source solutions such as Shibboleth, JOSSO and OpenSSO, as well as commercial solutions including Oracle Identity Manager, CA SiteMinder, and Novell SecureLogin. LiveTime manages the HTTP Session headers from each provider, seamlessly passing users through to the application.

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards and lowers service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks!

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

January 20, 2009

• Various localization corrections
• Added support for native French translation
• Various performance enhancements to reduce memory footprint with high concurrency
• Improved performance of background maintenance tasks
• LiveTime will send a single email on close of a request
• Auto-close quick calls will now send solutions
• SLA Reports now correctly factor in non-work hours
• Various changes to Survey publishing to the correct audiences
• Group attachments will now remove from requests on deletion
• Various changes to license validation of user role additions and deletions
• Performance tuning of queries used to display customer item and request lists
• Email attachments to received emails will no longer appear with a blank filename
• Email attachments with a file name of a particular charset will now decode correctly
• Knowledge Management RFC’s will no longer cause errors when accepting the change
• Solutions published for a specific request will no longer be proposed for similar requests
• Web Services calls will no longer fail due to incorrect firing of custom field value validation
• Quick Call Editor will now show items that are uncontracted and determine usability at run time
• Request object reports will now include an ‘Unassigned’ value for Requests objects that are in the queue

Committed to innovation, quality and customer satisfaction the 140 staff, based in Toronto, Montreal and in off-shore centers in India and Romania, work to offer a diverse range of Managed Internet Services, Service Colocation, Web Hosting, VoIP and Long Distance Services, plus Business Process and IT Outsourcing solutions. The broad portfolio of services combined with the customer-centric focus mandate that Pathway continually improve its service offering by monitoring service agreements and streamlining internal and external service delivery processes.

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.”

Mr Oriente reported that the installation of LiveTime was very easy and they now use Web Services to integrate each customer’s CRM system with the Service Desk for customer information and request updates. Support operations were further improved through monitoring tool integration which open and update incidents in the Help Desk automatically.

“The system is used for internal and external support services by the Help Desk, Provisioning and Accounts, receiving over 700 calls a week,” noted the Operations Manager, after Pathways successfully implemented Incident, Problem and Change Management.

“With LiveTime’s fully configurable Workflows, SLAs and OLAs, Pathway’s support processes have been streamlined,” explained Mr Oriente, “We are now continually meeting and surpassing our service level requirements.”

“The Mean Time and SLA reports have also allowed us to monitor and improve our performance,” said the Operations Manager of Pathway Communications. As the winners of the 2008 Consumers’ Choice Award for Business Excellence as an outstanding Internet Service Provider, and for Customer Satisfaction in Toronto, Ontario, Pathway has taken customer service to a new level with LiveTime.

The eye care industry’s most recommended photochromic lens manufacturer, Transitions Optical, offers more than 100 lens options in the latest materials and designs. Founded in 1990, it now employs over 1,200 people and has established partnerships with more than a dozen lens manufacturers worldwide.

Transitions commitment to promoting healthy sight has helped millions of people enjoy better vision while preserving their sight over their lifetime. This commitment to it’s customers requires Transition employees, who are dispersed around the world, to be fully accessible and operational. Such a requirement demanded that Transitions’ service and support team review their help desk processes, which resulted in the organization adopting ITIL best practices for their Service Management.

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.

LiveTime Service Manager, with its embedded CMDB, provided the service and support team with the ability to maintain a more complete picture of their IT infrastructure. LiveTime’s ITIL certified Incident Management reassured Transitions that they had a tool which would allow them to improve their incident management process.

“We have a global help desk that is a single point of contact for IT issues,” said Mr Michael Salayo, IT Help Desk Analyst. “With LiveTime we can easily manage the incident process where issues that are not resolved by the frontline help desk staff, can be easily escalated to the most relevant IT department with complete visibility of the Configuration Item through the Service Level Agreement.”

Handling approximately 175 calls per week, Mr Salayo reported, “Our service has improved significantly since we adopted LiveTime Service Manager. Working with LiveTime Software, we received professional on-site training and installation. We have even virtualized LiveTime using the company’s new Virtual Appliance.”

The keys to Altis Semiconductor’s success are the objectives of excellence, innovation and strategic partnerships. With a workforce of over 1,200 employees spread over 15 Organizational Units, the need to provide a high availability IT infrastructure and best in class service is essential to achieving continued success.

To meet this requirement, Altis Semiconductor needed real time consolidated CMDB views of their IT infrastructure and Configuration Items (CIs). This provided the foundation for other fully integrated service management processes, including Incident, Problem, Change and Knowledge Management.

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.

“Using web service injectors from LANDesk, OCS Inventory and numerous local databases into LiveTime’s embedded CMDB, Altis’ IT environment was successfully mapped within LiveTime,” reported the Information Systems Operations Manager, Pascal Martinez. “Over 9000 CIs are now maintained automatically within LiveTime’s Federated Configuration Management System (CMS).”

Impressed with the service and support offered during the LiveTime implementation Mr Martinez said, “The first phase project to integrate LiveTime was really a great success”. “LiveTime has enabled Altis to adopt ITIL 3 best practices across the organization, giving our more than 90 technicians full process visibility as well build and leverage existing knowledge.”

Mr Martinez also informed LiveTime, “Working with Incident Management and creating over one hundred requests per day, we now have the ability to build a dynamic knowledge base and apply 16 different SLAs to a single workflow to ensure individual customer expectations are met.”

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

December 8, 2009

• Org Unit Deletion is now possible via web services
• Added import of ownership information from SCCM
• CC Team option will now correctly forward all updates
• AMIE imports from SCCM will now include ownership data
• Group notes copied to a request display the correct technician
• Chinese Yuan is now a valid currency selection in the setup area
• Fixed various SLA reports for execution against Oracle databases
• Corrected bug in handling of attachments to grouped service requests
• Request Creation via web services now allows the subject to be entered
• Request editor will function correctly if no default classification is defined
• Corrected functionality of handshaking to correctly process manual handshakes
• Web services calls added to simplify searching for country information and using it
• Prevented prompting for workflow selection when creating a new team in Helpdesk
• Web services calls to get request notes will no longer return private notes to customers
• Corrected functionality and added date range to Active * Request by Technician (report)
• Reason for closing a request in handshaking no longer has a 10 character minimum length
• Deleted outages will no longer prevent the creation of new outages when the times clash
• All Knowledge articles will now return as part of finding solutions in the Analysis tab
• Relabelled the Email field on the forgotten password page to reduce confusion
• Emailing private notes will once again ignore the adhoc addresses field
• Refinements to the cursor positioning during new request creation
• Corrected date sorting issue for notes with 2 digit year values
• Corrected behaviour limiting the visibility of requests in the customer section
• Corrected behaviour restricting the undelete functionality of customer accounts
• Service Request search options will no longer be visible in the customer portal unless licensed
• The default Service Request team will now populate correctly when creating items from Invoices
• Improved CTI integration to work with a single URL regardless of incoming phone number source
• Corrected display issue where searching for a change request resulted in the user landing in the Incident tab
• Customer and User details updated to identify licensed processes as separate from supporting processes
• Custom field descriptions will now correctly validate the length is no greater than 255 characters
• Service Level checkbox will now be correctly greyed out for users with no roles assigned
• Hot Topics and Recent Topics in the customer portal now display the correct content
• User Guide Updated to reflect ‘Survey Manager’ privilege for administering surveys

Endeca’s innovative information access software helps people explore, analyze and understand complex information. As part of their sales and support program, the Customer Solutions group provides customer support for deployment of their software solutions, ongoing support and training. In order to provide the most relevant service to these internal groups, Chad Wright, Director of Enterprise Applications stated, “Endeca was growing at an incredible rate and we needed a service desk platform that would readily expand.”

Mr Wright continued, “The change to another Service Desk was important for many reasons, but scalability was imperative. Visibility, better metadata capture about service desk requests, such as classification of problem type and categorization of assets was also very important.”

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.

Using LiveTime for over three years, Mr Wright reported that Endeca’s overall service has improved with a decrease in the response time for Incidents. “The Customer portal has helped to better classify/categorize an incoming incident so that it is automatically routed to the right Team or Technician, thus resulting in faster resolution times,” said the Director of Enterprise Applications.

Mr Wright confirmed that Endeca’s selection of LiveTime Service Manager as their service management tool was right for their ever-expanding global organization, “Endeca was growing at an incredible rate and we needed a platform that would grow with us. LiveTime is that platform.”