Search technology discovers service management success with LiveTime

Founded in 1999, Endeca, a search applications company, now provides customers and employees of over 600 organizations visibility into information to drive multi-million dollar cost savings and increased revenues. Endeca Technologies, Inc, headquartered in Cambridge, MA, and with offices distributed around the globe, deliver software that assists organizations in making better daily decisions from large volumes of diverse and changing information.

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.”

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