Transitions clarifies their service management vision with LiveTime
The eye care industry’s most recommended photochromic lens manufacturer, Transitions Optical, offers more than 100 lens options in the latest materials and designs. Founded in 1990, it now employs over 1,200 people and has established partnerships with more than a dozen lens manufacturers worldwide.
Transitions commitment to promoting healthy sight has helped millions of people enjoy better vision while preserving their sight over their lifetime. This commitment to it’s customers requires Transition employees, who are dispersed around the world, to be fully accessible and operational. Such a requirement demanded that Transitions’ service and support team review their help desk processes, which resulted in the organization adopting ITIL best practices for their Service Management.
Being a global organization that wanted a centralized Service Desk, their existing help desk application, Track-It needed to be replaced. Transitions required the replacement tool to be a fully web-based application, with a single point of administration and accessibility from any browser. It also needed to be ITIL certified for Incident, Configuration and Service Level Management. LiveTime Service Manager was a perfect fit.
LiveTime Service Manager, with its embedded CMDB, provided the service and support team with the ability to maintain a more complete picture of their IT infrastructure. LiveTime’s ITIL certified Incident Management reassured Transitions that they had a tool which would allow them to improve their incident management process.
“We have a global help desk that is a single point of contact for IT issues,” said Mr Michael Salayo, IT Help Desk Analyst. “With LiveTime we can easily manage the incident process where issues that are not resolved by the frontline help desk staff, can be easily escalated to the most relevant IT department with complete visibility of the Configuration Item through the Service Level Agreement.”
Handling approximately 175 calls per week, Mr Salayo reported, “Our service has improved significantly since we adopted LiveTime Service Manager. Working with LiveTime Software, we received professional on-site training and installation. We have even virtualized LiveTime using the company’s new Virtual Appliance.”
About LiveTime SoftwareHeadquartered 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
