Service Manager

LiveTime Service Manager is a complete ITIL v3 certified service management tool for the enterprise. Based on open standards and a Web 2.0 interface, LiveTime enables organizations to implement best practices in a matter of weeks, not months.

Supporting 9 core ITIL v3 processes out-of-the-box and integrated CMDB, LiveTime enables full visibility into the organization’s infrastructure and support services. Instantly identify whether your business is delivering against Key Performance Indicators (KPI’s) such as Service Level Agreements, response times and spot rates.

Scalable and Open

LiveTime Service Manager is highly scalable. Supporting thousands of concurrent users and millisecond response times.

Installation and configuration is just as easy for a small organization as it is for a department with thousands of technicians and clients.

Any browser can be used to access the system. And because the browser interface is pure HTML (no downloads or plug-ins) there is zero cost for client installation and maintenance.

 LiveTime Service Manager and ITIL v3

Cost Effective

LiveTime focuses less on consulting and more on solutions. The software license costs represents 98% of the total cost of the solution. The software has been specifically designed for customization using simple toggles directly in the user interface, as well as standard HTML and CSS. LiveTime and its partners are more interested in solving your business problems. Therefore, our consulting focuses more on business process re-engineering and training, not software programming.

Instant Upgrades

One of the significant advantages of LiveTime Service Management is the ability to upgrade to the latest release with a single click. This is very rare in the Enterprise software segment, which traditionally focuses on upgrade fees and heavy consulting services.

ITIL v3

  • Request Fulfillment
    The Request Fulfillment process manages Service Requests for information or advice.
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  • Incident Management
    The Incident Management process aims to restore normal service operation as quickly as possible.
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  • Problem Management
    Problem Management is to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.
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  • Change Management
    The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes with minimum disruption to services.
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  • Configuration Management
    Configuration Management provides a logical model of the infrastructure or a service.
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  • Knowledge Management
    The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
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  • Service Level Management
    The process of defining, agreeing, documenting and managing levels of customer service that are required and cost justified.
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  • Service Catalog Management
    Service Catalogs provide the details, current status and service interdependencies on all operational services and those being prepared to be run operationally.
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  • Service Portfolio Management
    The process of designing a strategy to serve customers, and to develop the service provider’s offerings and capabilities.
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