There is no doubt that Rich Internet Applications (RIAs) have taken the Web by storm. The meteoric rise in popularity of RIA has been accompanied by the introduction of the term “Web 2.0”, which conveys a whole new way of delivering Web based applications to enterprise users. Facilitated by technologies such as Ajax, RIAs deliver the power and flexibility of desktop applications but with the convenience and cost savings of running software in a standard browser.

As the rich user interface enabled by Ajax is changing the way we interact with the Web, the need to preserve existing investments in mission critical Web applications, like the Service Desk, has become essential. To ensure that such applications continue to integrate with current and emerging technologies, software vendors must evolve to embrace SOA architectures and rich interactive user interfaces, without the need for special browser plug-ins.

This paper provides an overview of SOA architectures and Ajax-based RIAs, and explores how LiveTime has successfully blended these emerging technologies into LiveTime.

Web 2.0 Driving Service Oriented Architectures in ITSM - 453.24 KB pdf

Newport Beach, CA – September 4, 2007 - LiveTime Software, a leading provider of ITIL certified Service Management and Help Desk software, today announced the general availability of LiveTime Service Manager v5 and LiveTime Help Desk v5. Containing more than 100 new productivity features and Ajax-based, Web 2.0 interactivity, LiveTime Software significantly raises the bar for ITIL Service Management as it delivers increased performance, plus the interactivity of a rich internet browser application (RIA) powered by J2EE and advanced Web Services.

New features announced as part of LiveTime v5 include:

• Internationalization - Allows users to access LiveTime in their local language. All user interface strings are contained in an easily customizable text file for true application internationalization.
• Live Chat - Within the new Web 2.0 customer portal, customers with an active incident can initiate a live chat session with the assigned technician, or optionally, with a member of the technician’s team.
• Customer Surveys - Users are now able to publish and manage customer surveys. Functionality includes the ability to define, distribute, inspect, collate and analyze survey responses.
• Customized Reports - New to version 5.0, is the ability to define and save custom reports. Saved report templates can be grouped and shared with other Users.
• RSS Feeds - Customers using the Portal can subscribe to personalized RSS feeds for the latest status of their active incidents. Activities supported include incident creation, incident status changes, and the addition of notes.

“LiveTime Service Manager 5 and LiveTime Help Desk v5 represent significant upgrades to our Service Management suite,” explained Dr. George Vossos, Chief Technology Officer for LiveTime Software. “With 100+ new features, significant Web 2.0 UI refinements and a 200% performance boost over previous versions, LiveTime v5 raises the standard for ITIL Service Management,” noted Vossos.

LiveTime Service Manager 5 continues to provide tight integration between ITIL certified Incident, Problem, Change, Configuration and Service Level Management processes, while leveraging web services to provide integration interfaces to external systems such as Authentication Servers and Asset Management systems. At the core of LiveTime is a fully integrated CMDB that underpins all process workflows. This ensures that Service Desk staff gain access to all parts of the service management lifecycle, regardless of their area of specialty.

Newport Beach, CA – July 18, 2007 - LiveTime Software, a leading provider of ITIL certified Service Management, Help Desk and Support Software for the enterprise, today announced LiveTime Service Manager and Help Desk is now available for the iPhone. As a rich Web 2.0, AJAX-based application, LiveTime provides best practices for organizations wishing to improve the quality and efficiency of customer service and support. LiveTime for the iPhone has been qualified for both version 4.0 and 5.0.

Field technicians and customers can now manage support and change requests on the road using the iPhone. With 100% functionality on the iPhone, LiveTime can be customized with specific column views and provide true mobility for on site technicians and customers. With direct access to LiveTime’s Configuration Management Database (CMDB), service desk staff can access the most up to date infrastructure information when working on support issues directly on the iPhone.

With on demand reporting available management and technicians have access to real time statistics on the iPhone, assuring adequate service delivery at all times. Dynamically generated PDF documents can be viewed by clicking the PDF button from any page. LiveTime’s built in search engine provides immediate access to existing knowledge, solutions, incident notes, descriptions and attachments in a matter of milliseconds for rapid problem resolution on the road.

The software is available in several editions. LiveTime Service Manager provides 5 process ITIL certified Incident, Configuration, Problem, Change and Service Level Management. LiveTime Help Desk provides 3 process Incident, Configuration and Service Level Management and LiveTime Express provides Incident and Configuration Management for small business. LiveTime supports all modern web browsers from Safari and Firefox through to Netscape, Opera and Explorer and can run on any major operating system and SQL database.

Newport Beach, CA – May 8, 2007 - LiveTime Software, a leading provider of ITIL certified Service Management, Help Desk and Support Software, today announced LiveTime Service Manager 5 with new Ajax-based components to drive new levels of Web 2.0-based interactivity.

“There is no doubt that Rich Internet Applications (RIAs) have taken the Web by storm,” explained Dr. George Vossos, Chief Technology Officer for LiveTime Software. “Web 2.0 offers a whole new way of delivering Web-based applications to enterprise users,” he said. Powered by new technologies such as Ajax, “RIAs deliver the power and flexibility of desktop applications but with the convenience and cost savings of running software in a standard web browser.”

With LiveTime Service Manager 5, LiveTime has extended the page-based Web services architecture with Ajax to deliver a richer interactive experience to users. LiveTime 5.0 introduces Ajax components that enable LiveTime applications to provide the same rich user experiences that desktop application users enjoy. The core LiveTime solution for ITIL-certified service management applications now includes an efficient, Ajax-based engine to automate interactivity, including a rich set of XHTML components to improve usability and customization.

New dynamic components such as integrated spelling, online chat and RSS feeds will provide completely new levels of interactivity for customers. LiveTime can also be made to co-exist with portals, JSP, dashboards or any other web-based technologies. LiveTime 5.0 is scheduled for release in late June.