Features |
New in Version 5.0
LiveTime Service Manager 5.0 represents a significant upgrade of LiveTimes ITIL Service Management product line.
Consisting of over 100 new features and significant interface refinements, version 5.0 provides new levels of interactivity and workflow enhancements.
LiveTime 5.0 includes a 200% performance boost over previous versions, which allows customers to support twice as many users with no additional hardware.
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Internationalization
Allow end users to access LiveTime in their local language. All user interface strings are contained in an easily customizable text file for true application internationalization.
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New Customer Portal
LiveTime's Portal user interface has been significantly improved to make it easier to navigate and track customer related information.
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Scheduled Calls
An extension of the Quick Call facility allows common requests to be scheduled. This is achieved by specifying the frequency (daily, weekly or monthly) and timing of a newly generated request.
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Parameterized Email
Email Message templates can now be customized to include predefined system variables. This allows Users to provide detailed system specific summary information in email responses.
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Context Sensitive Help
LiveTime is now fully integrated with the LiveTime HTML User Guide, providing context sensitive links from the application to the LiveTime HTML User Guides.
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Live Chat
Within the 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.
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Customer Surveys
Users are now able to publish and manage customer surveys. Functionality includes the ability to define, distribute, inspect, collate and analyse survey responses.
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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.
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Mixed Mode LDAP
LiveTime is now able to authenticate using a combination of LDAP/ADS and the LiveTime internal authentication system.
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Project Groups
Project groups have been extended to allow sequencing. This allows users to control the order of request generation when customizing the Group template.
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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.
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Other Features
Secure IMAP / POP3
Checklist for workflow states
Default workflows per SLA
RFCs via Customer Portal
Spell Checking.
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