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LiveTime can automatically detect application faults and errors and send diagnostic information back to headquarters for assessment. Customers often find that we contact them before they even realize there is an issue. In addition, LiveTime includes built-in self healing that automatically repairs damaged, reserved or incomplete records.

Role Based Access

LiveTime controls user access with role based privileges. Seamless integration with LDAP or Active Directory, ensures instant user authentication for all user groups from a central repository. Supporting Anonymous, SASL and SSL authentication and individual mappings, it is possible to control every aspect of user login and security.

This gateway makes it possible to use mixed login techniques for different users or groups, and connects with any 3rd party server to validate user access. LiveTime seamlessly supports all major directory servers.

Self Help

Efficient knowledge creation, publication and distribution process speeds resolution times, reduces frustration and empowers customers to solve their own issues – the key to ensuring cost-savings and rapid ROI. All knowledge is separated based upon Configuration Item (CI) ownership. This ensures that every user recieves personalized information relevant to their needs.

Using sophisticated AI based techniques, LiveTime promotes first time call resolution without human intervention. The system learns from experience and intelligently selects solutions and workarounds based on heuristics and empirical analysis.

Search Engine

Traditional service desk software relies solely on attribute based searching of the underlying database for matching and correlating responses from previous requests. LiveTime takes an entirely different approach, leveraging a modern search engine to correlate responses from the knowledge base against every incoming request.

LiveTime’s embedded search engine enables users to search through millions of articles, incidents and notes in a matter of milliseconds using standard boolean search logic. This includes document attachments based on Word, Excel, Powerpoint, PDF, Text, HTML, RTF, Star and Open Office formats.

Technician Scheduling

To enhance the efficiency of your support organization by automatically routing Requests to available service and support personnel, LiveTime now includes the ability to define Technician support hours. LiveTime will use this schedule as part of the Technician Assignment logic when routing Requests to a member of the support team.

This is particularly important for global service and support teams that work across multiple time zones, as LiveTime will always ensure a new Request is automatically assigned to an available Technician.

Open and Scalable

LiveTime utilizes open standards wherever possible and complies with existing standards such as J2EE, XML and UDDI, as well as open technology platforms like Linux. These efforts provide LiveTime customers with faster deployment times and a more reliable, interoperable application that can scale from a single server deployment to more complicated distributed cluster-based deployment.

LiveTime supports all major operating systems, databases and browsers. Simple installation and configuration on existing business systems which reduces the need to invest in proprietary software or specific hardware.