Why LiveTime?

New Tools for the Service Desk

The general market perception that many Service Desk Tools are bland stems from the fact that they were developed with different client server technologies and using the common design principles of the day, based around forms and SQL tools. Modern applications are heavily abstracted from form based client server applications and are considerably more scalable and flexible and commonly use multi-tier application designs that scale both horizontally and vertically. With considerable advances in modern browsers and notably HTML5, modern Service Desk applications like LiveTime resemble traditional rich client applications on the desktop, but with the inherent scalability required for highly concurrent systems. In terms of features traditional vendors have often stagnated, offering no innovation. There is little incentive to innovate when the bulk of their revenue is based upon consultant engagements. More modern vendors like LiveTime focus on usability and customizations within the application, so that organizations can freely upgrade without losing changes between major upgrades.

SaaS or Traditional Deployment

This flexible design pattern also lends itself well to many deployment models. LiveTime offers traditional software, virtual or hardware appliances and Software as a Service. Many customers are still reticent when it comes to SaaS based offerings, although they are gaining momentum and make up 50% of all new installations. For customers still unsure LiveTime provides a no risk, full credit against a perpetual license within the first 12 months of using LiveTime’s SaaS offering.

Plug and Play Integration

Any Service Desk rollout succeeds or fails based upon the level of integration it provides. LiveTime provides out of the box integrations to more than 50 enterprise applications from Asset, Identity Management and Authentication through to Event Management applications. There are no modules that need to be purchased, no programming required. This is very important for organizations that have spent years customizing and buying modules from the legacy vendors. Organizations today are busier than ever focusing on their core business, they need products that can work quickly without protracted engagements. This is what LiveTime provides.

Mobility

As the workforce continues to go mobile Service Desks need to be available from any location. LiveTime provides mobile clients so that technicians can remain in contact with the customer wherever they may be, around the country or around the globe. LiveTime see’s mobility as crucial in leveraging this mobile workforce and the consolidation and aggregation of enterprise data in the Service Desk as key to providing the information each technician needs to resolve requests as rapidly as possible.

Top Reasons for choosing LiveTime
1. Implementation LiveTime ensures that you will focus on what really matters, mapping the organization’s environment and processes, not building software or customizing toolsets. While other vendors can take months and even years to implement, LiveTime is configured in a matter of days allowing you to get on with refining your processes. Even complex installations with many integrations can leverage LiveTime’s plug and play connectors.
2. Open Standards LiveTime invests heavily in implementing and leveraging open standards to guarantee flexibility and choice. We don’t require any client side plug-ins (no Flash, no ActiveX, no Java, no Silverlight, no anything), and will work with every known browser on the market today. Add to that LiveTime’s list of compatible OS’s, databases and web servers and you have a very flexible product that will grow with you over time.
3. Deployment Options LiveTime can be deployed in many different ways. As a native Web 2.0, SaaS application it is available on-demand or on-premise. On-premise solutions include hardware or virtual appliance as well as traditional software. The choice is yours.
4. Support LiveTime provides you with world class service and support. With support sites located in the United States, United Kingdom and Australia, you can rest assured that technicians will be available when you need them.
5. Scalability You are making an investment in a product that has been built with the enterprise in mind. LiveTime was designed and developed to meet the needs of growing organizations and uses an nTiered architecture. LiveTime uses any modern web browser for access, which invokes business logic executed on the server, leveraging the speed, security and reliability of server-side technology. This allows LiveTime to operate at over 5 times the speed of competing applications. LiveTime is used with thousands of concurrent users and is used in the US Dept of Defense, Dept of Commerce and the National Health Service (NHS) in the UK as well as hundreds of technology comanies around the globe. In addition, LiveTime’s High Availability and Clustering option allows organizations to provide high throughput and fault tolerance.
6. ITIL Certified As you strive to offer best practice service management you can rely on LiveTime Service Manager which has ben PinkVerified for ITIL across 11 ITIL 3 processes. Some vendors may claim to be ‘ITIL Ready’ across processes including Incident, Problem and Change, but LiveTime has been scrutinized and validated through an external global certification process.
7. Integration You can capitalize on your existing infrastructure as LiveTime has connectors available for Authentication, Single Sign-on (SSO), Asset Management and Discovery, Monitoring and Event Management. Supporting Open LDAP, Active Directory, LANDesk, LogInventory, Tivoli, ZENworks, Spiceworks, Microsoft SCCM, and many more, LiveTime allows you to maximize your current investments. For true flexibility and integration capability, LiveTime also provides an extensive web services API.
8. Customization You can control and configure LiveTime by simply toggling or selecting options through the user interface. Managing requests and notifications, to technician assignment, workflows and live chat is all available without scripting or database manipulation. Changes can be performed using the simple built-in web-based attribute editor, allowing you to mirror your IT environment and processes for real service management efficiency and effectiveness. One touch upgrades provide unrivaled cost savings. There is no need to re-implement anything. LiveTime automatically migrates all your settings so that you can take advantage of the new features immediately. Upgrades routinely take several minutes with virtually no downtime or loss of productivity. Branding is as simple as uploading your own logos or banner designs. For more comprehensive customization to reflect the look and feel of your organization, text files and CSS files can be modified. This includes the ability to change any text in any language.
9. Simple pricing Licensed on a per technician basis, you can benefit from a tightly integrated service management tool, regardless of the size of your organization. LiveTime does not provide modules. All features are included out-of-the-box. Whether you use them or not, is up to you. This includes the CMDB, Knowledge Management, SLA’s and all integrations.