LiveTime 6.2 represents the next phase of LiveTime’s Mobile interface and is the minimum requirement for LiveTime’s native mobile clients for the iPhone, iPad and Android platforms. On Demand customers will be automatically upgraded to this version during the next maintenance window and Virtual appliance customers can use the Upgrade option to automatically apply the new version.

Please note that this version requires a schema update, so please press the upgrade button on the initial database screen before saving the connection information.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

January 10, 2011

Database platform support

• Database schema change to improve compatibility with Oracle databases

Web Services

• Various extensions to existing web services to support the native iPhone client
• findIncident service will no longer return Change Requests
• getRequestDetail will return regardless of the Item criticality setting
• getNextStates added to ease web service lifecycle management of requests
• getMyFilters added to allow retrieval of filters the logged in user could access
• getMyTaskCount can optionally take a filter ID to return the count for the passed filter
• getMyTasks can optionally take a filter ID to return the requests that match the passed filter

Service Level Management

• Requests will no longer get stuck in un-editable states when Underpinning Contracts are used
• A new series of reports – Breach Information By Team – has been added for various processes

Service Delivery

• Closing the last ‘Active’ Incident in an Incident Group containing service requests will now cascade that closure through the linked service requests and close these as well
• Team edit restrictions have been eased to allow request fields for workflow and team assignment to be edited by technicians entering requests until the save button is clicked, at which point the team rules will take over.
• Request Queues optimized to deal with both Incidents and Service Requests
• Duplicated requests will no longer inherit the status of the request it is a duplicate of

General

• Service Category check-box will no longer un-check itself in response to certain user actions
• Notes will no longer incorrectly mark themselves as sent to the customer when not sent at all
• Users and Customers will always appear in the appropriate lists, regardless of default portal
• Customer portal priority labels will now reflect the values in the Technician portal
• Request ID’s in reports from Oracle databases will no longer display as decimals
• When a request is created, the ‘last action’ field will now be set to the creation date
• Excel and PDF exports of Change Requests will now use the correct date format
• Requests created by email will now list the original email recipients in the audit trail
• Workflow diagrams will once again correctly update when making changes
• Open/Resolved by Technician report now covers all request types
• New line handling within emails has been optimized
• Rejected solutions are no longer retained

Detailed Release Notes 6.2 - 267.78 kB pdf

Headquartered in Redwood City, California and employing over 600 staff across the US and India, they are inspired by the philosophy of making money management easy, intuitive and insightful. Being an organization that provides Software as a Service (SaaS), the need to keep internal infrastructure and staff online is critical, while also effectively managing an influx of change requests from the external customer base. This need resulted in a review of their incumbent service management solution, BMC Remedy, which was found to be at the end of its lifecycle and no longer meeting organizational demands.

“Yodlee needed a structured system that would allow us to meet audit and investigation requirements, but also allow for customized workflows,” said Mr. James Marchetti, Manager for the Business Continuity Program. After researching options, Yodlee selected LiveTime Service Manager for its ease of use for support staff and customers, along with the advanced functionality and embedded Service Level Management.

Installed in the US, LiveTime is used to service Yodlee employees across the US and India, support external customer Change Management through the test, QA and production lifecycle of their SaaS environment, and manage the growing number of change requests logged with the 24×7 command center. Mr. Marchetti reported, “The installation support was great. Any and all problems or questions were addressed quickly and professionally.” He went on to say, “Staff were able to pickup LiveTime with relative ease.”

As the complexity of Yodleeʼs change processes continually increase Mr. Marchetti noted, “LiveTime helps us manage changes with newer and more detailed workflows,” with organizational workflows now mapped directly into LiveTime. “Technicians and Managers can also manage tickets with great flexibility and ease with improved visibility across processes,” said Mr. Marchetti.

Yodleeʼs service and support handles up to 150 requests a week applying the fully configurable Service Level Agreements and built-in reports to monitor technician performance, status, closure and rejection rates. In addition to enhancing the efficiency and effectiveness of Yodlees support organization, Mr. Marchetti has found communication with customers is much improved as customers now have the ability to check the status of their requests by accessing the Customer Portal included with LiveTime Service Manager.

Newport Beach, CA – April 26, 2010 - LiveTime Software, a leading provider of Web, SaaS and Cloud-enabled ITIL 3 Service Management (ITSM) and Help Desk software, today announced the LiveTime 7 platform will be based entirely on HTML5 and Open Standards.

Shipping Q4, LiveTime’s new ITSM platform will support all modern browsers from Firefox, Google Chrome, Apple Safari, and Internet Explorer 8 or above. All browsers that pass the industry standard Acid 3 test will be supported.

HTML5 brings a significant number of features to Web applications that were once only available in desktop applications. For example, HTML5 includes native support for drawing on the browser canvas itself, which allows users to design interactive workflows, draw charts natively on the page, to even support drag and drop based request and change management. This provides a unique user experience that encourages users to interact with the service desk and ultimately the service catalog within LiveTime.

Couple this unique user interactivity with the ability to deploy LiveTime on any server or cloud platform – such as Google Apps, Amazon EC2, etc, – and IT customers have the scalable ITIL Service Management platform they need for the future.

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards that lower service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks, streamlining the typically lengthy on-boarding process.

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.

Newport Beach, CA – March 9, 2010 - LiveTime Software, a leading provider of Web based ITIL 3 Service Management (ITSM) and Help Desk software, today announced new SaaS based cloud deployment options, including Google App Engine, Amazon EC2 and Rackspace Cloud. This new level of cloud support will allow Managed Service Providers to extend their offerings to include the Enterprise Service Desk.

Further extending support for open standards LiveTime’s new platform extends its reach not only into new cloud platforms but also new storage engines. This includes support for all major databases as before as well as new distributed databases such as Google BigTable, Amazon Simple Storage Service (Amazon S3) and Apache HBase (Hadoop). This shift will allow Managed Service Providers to offer an Enterprise Service Desk, on their architecture of choice, along with other services being delivered to their customers.

Utilizing HTML5 standards, this new platform requires no browser plugins, no ActiveX components and no client downloads and supports every major browser from Firefox, Chrome, Safari and Opera through to Explorer 7 or later. This new architecture will also feature RESTful Web Services as the primary API for Web Service integrations.
LiveTime’s new ITSM SaaS platform will also support 11 core ITIL 3 processes out-of-the-box and includes a built-in search engine and Federated Configuration Management Database (CMDB).

Available On Demand (SaaS) or On Premise (software, hardware, or virtual appliance), LiveTime is based on open standards and lowers service delivery costs while improving customer satisfaction. Out of the box enterprise integration with Authentication, Asset and Inventory Management, and Event Management has enabled customers such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, and Wellpoint to implement LiveTime within a matter of weeks, streamlining the typically lengthy on-boarding process.

Newport Beach, CA – August 19, 2009 - LiveTime Software, a leading provider of ITIL based Web 2.0 Service Management and Help Desk software, today announced its new partnership with Navipro Sp. z o.o., a leading IT consultancy based in Warsaw, Poland. Under the terms of the agreement with LiveTime, Navipro will resell LiveTime Service Manager and LiveTime Help Desk in Poland.

“LiveTime’s products are very much suited to the Polish enterprise market,” said Marcin Chmiela, Navipro Managing Director. “They are very functional, easy to use and installation takes days, not weeks, and the process for localizing the software to the Polish language was very simple.”

“I’m delighted that we have partnered with Navipro,” added Mike Fellows, UK-based Managing Director of LiveTime’s EMEA operations. “Navipro has an excellent track record in the IT service management space and their depth of in-house expertise will be a great asset in developing the Polish market.”

About Navipro

Founded in 2000, NAVIPRO Sp. z o.o. is a leading IT consulting company based in Warsaw, Poland that focuses on delivering solutions and consulting services to support business processes in the enterprise. Since 2000 Navipro has grown to employ over 25 consultants, IT architects, software engineers and project managers, and is now a division of the B3System S.A. group of companies (WAR: B3S). The primary markets for Navipro services and solutions are IT Service Management, ERP and Customer Relationship Management. For more information visit www.navipro.pl

Educators rely more and more on technology to develop, distribute and deliver content to their students. In order to provide a quality learning experience, it is crucial that these systems run efficiently and effectively.

Whether it is ensuring uninterrupted online delivery of content, managing on-campus resources or maintaining the technology infrastructure to keep the institution running, the demands on support personnel can be overwhelming. LiveTime offers the perfect solution to enable your technicians to provide the best possible help desk service for your educational environment.

Escalation

LiveTime provides unlimited escalation and de-escalation pathways

Typically, in primary and secondary schools the first line of support is a teacher or staff member, on campus, who has some technical knowledge. They field all support requests in addition to their main role. Second level support is escalated to a district level help desk, either by email or telephone, and the process is tracked by a variety of means ranging from post-it notes to homegrown applications.

Process

Without proper processes, support issues fall through the cracks and pressure on staff time increases, so there is a good case for streamlining and automating the help desk. LiveTime Help Desk does all this and provides a self-service customer portal to further empower your students and staff.

LiveTime Help Desk and Service Manager has been deployed in public schools, tertiary institutions, private colleges and charter schools around the world, enabling them to provide a streamlined support service with complete audit trails and has a rapid return on investment (ROI).