Genus improve efficiency by adopting ITIL best practices with LiveTime

Genus is a world leader in applying quantitative genetics and biotechnology to animal breeding. Located in over 30 counties on five continents, Genus’ technology and products serve a global supply chain of farmers, breeders, processors, distributors, retailers and consumers.

Over 40 years, Genus expanded from 125 staff members in a single location, to an international corporation with 1800 employees. Throughout the expansion, the IT support team used a LAN designed tracking system to manage the incident, change and release processes for applications developed in-house, and commercially available IT infrastructure.

Lori Mills, Genus Support Service Manager said the decision to invest in a new service management application was important because support technicians in remote offices could not track incidents over the LAN system. To effectively manage the support process over multiple time zones, a web based service desk with an intuitive interface and ‘follow-the-sun’ capability was required.

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.

Genus has found that its support workflow has also been enhanced with the addition of time-saving features such as ‘Quick Calls’, which rapidly raise and solve problems in a few clicks. “The technicians love the Linking to Projects option that allows them to update multiple tickets with a single entry,” commented Lori. Consistent with the Genus requirement for ease of use, Lori Mills reported that “LiveTime is user friendly.”

LiveTime Service Manager has enabled the Genus IT support team to provide a cohesive, high quality global service that is available around the clock. “From the CIO down, we have all been extremely happy with LiveTime and the power it provides,” said Lori.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management (ITSM), help desk and support software for medium to large enterprises such as Verizon, Wellpoint, Pricewaterhouse Coopers and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com