Incident and Problem Management Software Tools

ServiceDesk Plus is a complete web-based, ITIL-Ready Help Desk Software with integrated asset management. It offers an integrated package with

• Incident Management
• Problem Management
• Change Management
• CMDB
• Self-Service Portal
• Knowledgebase
• Asset Tracking
• Software License Management
• Service Level Agreement(SLA) Management
• Purchase Order(PO) Management
• Vendor & Contract Management
• Product Catalog

at an affordable price point. ServiceDesk Plus provides all that you need to have a full-fledged IT Helpdesk and a productive help desk staff.

ActiveXperts Network Monitor is the leading solution for monitoring every aspect of your LAN and WAN network. It proactively manages your network servers, printers, network devices, databases and more; It detects and corrects problems before network users start complaining. The product is extremely scalable. It's shipped with an impressive collection of pre-defined, built-in monitoring functions; but if this collection is not sufficient, operators can write their own functions in VBScript and add them to the configuration. The Monitor service processes up to 32 VBScript functions simultaneously.

When problems are detected, you're immediately notified by network message, e-mail, pager, or SMS message. When a failure is detected, the network monitor tool will try to recover the problem by running a system administrator defined program or by restarting a process.

The product includes build-in monitor rules for: Active Directory, ADO databases, ADSI, Disk Drives, CPU Usage, Disk Spaces, Event Log (with content checking), Exchange 2000, File Existence (with content checking), FTP sites, HTTP(s) (with content checking), ICMP/Ping, MS SQL Databases, Novell NDS, NNTP news servers, NTDS (NT4 compatible DS), NTP time servers, ODBC Databases, Oracle Databases (SQLNet), POP3 Mail servers, Printers, Processes, Services, SMTP Mail servers, SNMP, TCP ports (with handshaking), UDP, UNIX Shell Scripts (RSH), VBScript (custom scripts), WMI and more.

ActiveXperts Network Monitor is a complete solution. Regardless of what you want to monitor, ActiveXperts Network Monitor supports it all at a cost-effective price.

NetIQ® Aegis™ allows IT operations and security professionals to take the mundane, repetitive tasks that take up time and make them automatic processes. This platform works across hardware and software combinations and includes an easy graphical interface to simplify automated processes creation.

NetIQ Aegis models, automates, measures and improves run books and ITIL®-based processes, bringing control and automation to IT Operations and Security.

Aegis Help Desk is a fully integrated Help Desk, Client and Asset Management system to power your call center. It will help you provide the type of service your customers expect. It is very easy to use, intuitive, affordable and packed with features Help Desk users have come to rely on. It is designed for organizations that do not require the full ITIL based service management system.

Aegis Help Desk simplifies the process of providing a high level of service to your customers. Whether you are servicing external customers or internal users, Aegis Help Desk enables you to share information across your company. It's the ultimate competitive advantage, because what you know about your clients and how you respond to their needs, directly affects your bottom line. It is a painless approach to providing a high level of support and service to your clients.

In the past, many IT organizations were internally focused and concentrated on technical issues. These days, businesses have high expectations towards the quality of services and these expectations change with time. This means that for IT organizations to live up to these expectations they need to concentrate on service quality and a more Customer oriented approach. Cost issues are now high on the agenda as is the development of a more business like attitude to provision of service.

Aegis Help Desk focuses on providing high quality services with a particular focus on Customer relationships. This means that the IT organization should provide whatever is agreed with Customers, which implies a strong relationship between the IT organization and their Customers and partners. Aegis Help Desk delivers cost and process efficiencies through best practice standards.

Technology from Abacus Systems can help businesses manage service level agreements. The SLA feature in Aegis is completely configurable and allows you to define the following SLA Types:

• Initial Response Time and Breach Status
• Subsequent Response Time and Breach Status
• Closed Time and Breach Status

Aegis Service Desk focuses on providing high quality services with a particular focus on Customer relationships. This means that the IT organization should provide whatever is agreed with Customers, which implies a strong relationship between the IT organization and their Customers and partners.

Alert is an enterprise business system that has been specifically designed to meet the operational and business management needs of companies that develop and deliver IT products and services.

Alert is an integrated system that manages the full project life cycle from initial customer request to delivery and billings. Projects form the hub of Alert with all activities, both core and supporting, being managed by project.

All business activities are linked to and managed by projects for the purpose of gaining control and visibility over the activities. Alert management covers the following functions and activities:

• Resource planning / scheduling;
  
• Time recording;
• Managing customer requests;
• Managing billings;
• Service delivery;
• Quoting and estimating;
• Software production, testing and delivery;
• Research and development management;
• Profit and contribution control and analysis.

Alloy Discovery allows you to take control over your hardware and software inventory with an array of audit methods and strategies. Now you can effortlessly gather accurate, complete, and in-depth inventory of your entire network using the agentless on-demand audit for Windows domain and workgroups. You can also deploy the new agents for Windows, Linux, and Mac OS to automatically audit your computers on ongoing basis.

Alloy Discovery enables you to:

• Remotely audit Windows, Linux, and Mac OS computers on the internal network at your request;
• Schedule automated audit of networked Windows, Linux or Mac OS computers;
• Identify networked devices (printers, scanners, network routers, hubs, switches, etc) and capture SNMP data;
• Manually audit standalone computers using a flash drive;
• Accurately track the hardware and software information in your organization;
• Analyze the hardware and software inventory data with advanced filtering, grouping and sorting techniques;
• Plan hardware upgrades with a comprehensive list of installed device drivers, PCI slots, hard drives, and memory modules;
• Identify potential security violations with a complete inventory of startup entries, shared folders, and mapped drives;
• Pinpoint software issues using consolidated event logs;
• Perform various network management tasks right from the interface of Alloy Discovery;
• Generate reports and charts from your inventory data;
• Publish interactive drill-down web reports on your Intranet;
• Export inventory data in XML, HTML, CSV, and Excel formats.

Alloy Navigator is an enterprise-level integrated IT infrastructure management suite based on ITIL principles. Alloy Navigator offers a perfect blend of IT Service Support, Asset Management, and Change Management, all consolidated into a single solution focused on streamlining IT service processes and effectively managing the complete IT life cycle.

Main Features:

• Incident and Problem Management
• Service Level Management
• Change Management
• IT Asset Management
• Knowledge Management
• Network Inventory
• Software Licensing Compliance
• Organization and Contact Management
• Customer Self-Service Portal
• Integrated Reporting

NetIQ Analysis Center provides you with extensive levels of visibility into service and security management activities.

With its common reporting infrastructure, NetIQ Analysis Center offers a comprehensive view of your IT operational health, service level metrics and security activities. You can improve your IT service levels and operational efficiency while cost-effectively meeting compliance and operational integrity needs.

ASG Infrastructure Management solutions and ASG's Business Service Portfolio (BSP) provide efficient, end-to-end event management for the components in your IT enterprise infrastructure. Designed for systems and network administrators and service desk personnel, these products monitor and resolve problems automatically and notify your IT staff that actions have been taken or need to be taken.

ASG's Business Service Portfolio is a solution for companies that want to manage their underlying technology and ensure that their IT infrastructure enhances business performance. ASG's BSP further advances the concept of Business Service Management (BSM). By identifying, correlating, and aligning the relationship between IT investment and overall business performance, ASG's BSP delivers true business value.

Using ASG Infrastructure Management solutions ensures service-level compliance and provides your business service customers with access, availability, and performance.

assyst is a leading enterprise IT Service Management (ITSM) software solution that enables better, faster and cheaper delivery and support of IT services. Developed and continually updated to support current ITIL best practices, assyst delivers rich functionality to meet the complex needs of large enterprise organizations. Benefiting from over 20 years of research and development, assyst is one of the most functionally mature ITSM solutions on the market, with a proven track record for delivering measurable results in large organizations across the globe.

Designed to support ITIL best practices in IT Service Management, assyst also provides integrated functionality to support IT Asset Management (ITAM), governance and standardization within a single rapidly deployable application to give exponential benefits to our customers. As a ‘one-box’ solution, assyst delivers value faster than any other enterprise-class ITSM solution.

As one of the most established software products on the market, assyst is an embodiment of over 20 years of focus on the ITSM market. Our experience of customer needs drives the development of a software product that combines an unrivalled depth of functionality with unique simplicity of management. The solution incorporates best-in-class ITSM features to meet the complex IT management demands of large enterprise organizations.

IT organizations today are faced with a growing demand of transparency to all IT stakeholders. The enormous amount of data being produced within the IT organization need to be consolidated, analyzed and distributed to all kinds of IT stakeholders such as: Process Owners, Service Level Managers, Quality Managers, Customers, IT Risk Managers and Executive Management.

The IT service management domain captures great amounts of data: service level agreements, quality of services, application performance, infrastructure status, process performance, workgroup performance, incidents and changes are all tracked by someone or something within IT. The ability to leverage the available data while driving continuous improvements has been a difficult task in the past.

If you're looking to improve the way your company works online, Beetil might be able to help. The web-based service management tool is designed to gives companies of all sizes a better way to manage their IT services and handle minor technical issues before they become full blown problems. Based on the ITIL framework, Beetil can detect recurring web issues, provide quick resolutions, and give developers an easier method of communication to avoid the same issues in the future.

Beetil's simple interface eliminates the need for lengthy instruction manuals, and makes it easy to get started right away. After you get set up, Beetil will handle the rest sending you notices when an incident has occurred, letting you know what was affected, and providing options to resolve the issue. More than just a basic service desk application, Beetil also offers a secure release management system that lets you track the deployment and functionality of new features, along with a change management system that lets multiple users collaborate seamlessly on projects.

BMC Remedy IT Service Management Suite includes:

• A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows
• The industry’s leading service desk solution
• A closed-loop change and release process tied to incidents and problems
• Self-service request catalog for IT, security, and, business needs
• Tracking of incident response times and service desk performance against SLAs
• Asset and software license lifecycle and compliance management
• Real-time performance and ROI metrics reporting

With BMC, you will:

• Prioritize support activities and focus on critical business services
• Increase staff productivity and consistency by automating processes, policies, and tasks
• Reduce MTTR and eliminate recurring incidents through embedded problem and knowledge management processes
• Reduce IT support costs through self-service call-deflection

With a fully customizable user interface, Service Desk Express can be modified on a user, work group or system wide basis to adjust to an organizations needs. Service Desk Express supplies all the tools to log, track, and resolve problems. With fast ticket creation and crisis management built-in, Service Desk Express provides personnel with faster response times to solving problems rather than logging events.
In addition, with advanced knowledge management tools such as Service Desk Express Knowledge Manager, personnel are able to resolve problems based upon built knowledge. Service Desk Express also includes extensive built-in reports as well as Crystal Reports Designer application software to provide for both tabular and graphical reports.

BMC Service Desk Express provides:

• Native integration with BMC ProactiveNet, BMC BladeLogic Client Automation, and BMC Knowledge Management Express
• Easy integration with virtually any third party solution
• Wizard driven tools that simplify creation of workflow, queries and configuration
• Instant access to important service data via QuickViews
• Forms personalization to meet the needs of the organization
• Powerful workflow and reporting capabilities

With BMC Service Desk Express Suite, you will:

• Reduce support costs through rapid deployment, automation and process efficiency
• Provide intuitive browser-based self service for end users and IT staffs
• Improve the processing efficiency of the service desk
• Leverage existing investments with easy integration capabilities
• Align business services with IT

Cynergy Software is a web based Help Desk ticketing software with CRM capabilities as well. Written in ASP.net , uses MS SQL. Uses most browsers, has Email notifications and submission, knowledgebase, and asset management. Cynergy can be subscribed to monthly, or bought outright and hosted by you.

Articles, FAQs, Resolutions, Announcements, and How To Documents can be created and searched easily. These can be accessible by your end-users, employees, or both depending on your customizable security settings. Reduce the overall cost of service by allowing the customer to search your knowledgebase and find solutions via the web 24/7.

The DataTrack System is a powerful, web-enabled service and support management system designed for helpdesks, call centers, software development teams and IT departments. Comprised of the DataTrack Server, Desktop Client, and Web Client, the DataTrack System offers an affordable, all-inclusive solution for organizations of all sizes and types.

The DataTrack System helps with all facets of your help desk, including such features as work order tracking, knowledge base, asset management, e-mail notifications, user-defined fields, PC auditing, file attachments and much more.

A seamless, ever-present software layer, the DataTrack System simplifies support management, communication and collaboration by automating most of your existing workflow. With intuitive, easy-to-use tools like rules-based automation and escalation, integrated web client, correspondence tracking, and email-to-ticket conversion, the DataTrack System builds powerful connections with employees, customers, vendors, and other business partners.

Easy Manage offers seamless management for clients and servers, supporting heterogeneous platforms ( like Windows, UNIX, LINUX and Novell). It's capable of managing awide range of platforms from a single Web-based user interface. The ICT management can reduce administration and training costs, improve ICT responsiveness, and provide a sole point of management with a single vendor solution.

eFirstHelp is an easy-to-use, yet comprehensive issue & problem tracking software that's 100% web based, scalable and flexible. It's an organized and automated way to centralize and control issues, tickets, requests, projects, and communications submitted through a variety of methods - calls, emails, or any web based tools. eFirstHelp can help you and your customer to report, submit, track, assess, manage, assign and resolve the issues and tickets. Hence, eFirstHelp is designed to implement the best practices of the Help Desk industry to create and manage a Help Desk that can eliminate problems, deliver effective solutions and maintain a very high level of customer satisfaction at an affordable cost.

e-Service Desk (e-SD) is a radically different business solution for IT Service Management, offering both the Service Desk function as well as business process technology in the form of Metastorm BPM®. e-Service Desk has 33 modules and processes available and is industry recognised as a highly flexible and transferable Service Management solution that can be implemented extremely easily, with minimal disruption to an organisation's working practices. e-Service Desk is suitable for any organisation that seeks to provide an outstanding level of support service.

Mansystems ExpertDesk Seven is our in-house developed service management tool. Vast experience as software developer, as well as intense working experience with our customers let us create a versatile service management tool unmatched in the market. Download our ExpertDesk Brochure

ED_itil_modules_smallThe need for adapting to a constantly changing market is answered with our ExpertDesk service management solution that is smart enough to combine turn-key functionality with flexibility.

We are not standing still at having created an excellent tool to support your service management needs. Process automation is the next step to keeping your service delivery competitive.

The costs and problems of Forgotten Passwords are a pain for any Support Desk in organizations with 100 to 100.000 employees.

Instead of waiting for the problem to be solved by the HelpDesk, users want to be able to reset their password fast and easily by themselves.

foxINTERIM™ has an in-depth specialisation within the IT Service Management and ITIL marketplace. Fox IT has a NEW and specialist tailored service providing a resource pool of KNOWN Associate Consultants that we have worked with over a number of years.

All Associates have access to Fox IT’s knowledge pool which means they are supported by a network of Consultants and project tools and accelerators. This offers a far greater guarantee of success for the Consultant and for your Project.

All our Consultants within the Resource Pool are referenced, vetted and available to view in our skills matrix with an in depth overview of each consultant’s areas of expertise, rates and availability.

The Resource pool is made up of Fox IT Permanent Members of staff, Retained Associate Consultants and known quantity Resources.

foxPRISM is a fully interactive web based process knowledge base that assists in the design & management of Service Management processes & the implementation of Service Management tools. Based on ITIL? best practice processes (fully revised for ITIL v3) & the ISO/IEC20000 standard, foxPRISM provides a customisable framework onto which organisations can map & build their own process models.
There is no expensive annual license fee - just a one off cost which includes installation & training. foxPRISM does not require expensive specialist software to maintain it, but uses tools that most organisations will already possess & can easily use: Word, Excel, Visio and Frontpage.

foxPRISM is a web based tool that enables information to be shared across the entire organisation. Flowcharts in swimlane format and text are combined to illustrate processes and provide a reference that can be easily accessed, maintained and understood. There is no expensive annual license fee – just a one off cost which includes installation and training. foxPRISM does not require expensive specialist software to maintain it, but uses tools that most organisations will already possess and can easily use – Word, Excel, Visio and ExpressionWeb (or FrontPage).

Global e - line can instantly access important information to solve the customers questions and problems rapidly and correctly.
Global e - line has also proven efficient in monitoring complex projects, within the implementation of technologies or applications used by nomad or dispersed teams.
The Full web architecture then becomes an important asset to guarantee the complete availability of the application and the capitalization of the know-how

The HEAT family is a comprehensive service solution, combining core technologies with a variety of expansion options, so any enterprise can build a tailored solution:

• Self Service - Increase customer satisfaction and lower service costs when end users submit service requests, get status updates, or efficiently find their own answers over the web.
• Knowledge Management - Improve service agent efficiency when real-time service content is captured in an easy-to-access knowledge base.
• Web access - Browser-based web access to the HEAT system provides anytime, anywhere access from any PC.
• FrontRange Voice - Add communication management with integrated telephony for powerful call center capability

LiveTime Help Desk is specifically designed to manage internal support for medium to large organizations.Our products are 100% web based and vendor neutral, complete with sophisticated problem identification, resolution, knowledge base and service level management capabilities. The pure internet architecture represents a major advance in the way service and support is delivered using open industry standards. It upports all major operating systems, databases and browsers. With support for IT Infrastructure Library (ITIL) and Sarbanes-Oxley best practices, and an intuitive user interface LiveTime Help Desk software speeds problem resolution and reduces support costs by an average of 15-35%.

HelpDesk Pro is a powerful web-based application that can literally be working for your company in just 15 minutes. Being 100% web-based means that you don't have to install any software on any of your computers. This is quite simply the lowest cost, most affordable helpdesk solution you can implement. Before you make any final decision on software purchase with any other product, be sure to ascertain what the complete establishment costs are going to be for your organization. Try it now here, and then ask us for a completely no-obligation free trial for an extended period - if you decide to sign up, then our 'no questions asked' money back guarantee continues to protect you.

helpLine is the software that can revolutionize any Service Desk. It does not matter what your business is, where it is located, or what your service goals are, if case management is important to your business than helpLine will do the job better and faster than any other system of similar complexity. With helpLine your new, improved, individual service desk is set up and running when others still talk strategy.

helpLine service management software enables organisations to provide first class helpdesk assistance to customers everywhere. helpLine supports service professionals in dealing with the service request life cycle from incident reporting, to resolution of incidents in any category.

helpLine helpdesk software is designed to provide service desks with the process tools to gain immediate high-level business value and benefits, as well as a high level of end customer satisfaction.

Service management and helpdesk software is our business - that's all we do, and we are dedicated to creating the best value, fully functional helpdesk software on the market.

Choosing an appropriate solution for your helpdesk is a serious responsibility. There are many products on the market today that provide support desk functionality, and all claim to be the right solution for you. Listed below are several key areas where we believe that HelpMaster Pro is an outstanding solution worthy of your consideration. PRD Software has been analyzing the helpdesk software market for over 15 years and during this time have gained a solid appreciation for the strengths and weaknesses of competing products.

For over 10 years, thousands of companies all over the world have enjoyed the benefits of using HelpTrac. They know our features rival packages costing 10 times the price. They know our prices can't be beaten. They know our support is second to none. They know our package is extremely easy to use. They know HelpTrac is the best solution for their help desk needs. Give us a try. We think you'll agree.

• Full featured help desk software.
• The most cost effective product on the market today.
• Versatile, easy to use system.
• Support that earns praise from our IT customers.
• Over 10 years of proven performance.
• Modular system - Pay for only what you need.

Download HelpTrac today and see why our customers chose our system for their help desk software needs.

Hypersoft OmniAnalyser is the only solution that delivers a homogeneous view of IT service quality and volume across multiple applications and technologies in your IT infrastructure and thus provides the foundation for your decision-making process. Key business needs addressed by OmniAnalyser include increased availability and performance, flexible deployment options, costs reduction, optimal resource allocation, auditable operations performance, customizable interactive reporting. The OmniAnalyser software delivers complete messaging statistics including service level information and full message delivery times as well as numerous other performance metrics for medium and large multi-server installations. The new Services Catalog of OmniAnalyser allows for documenting critical information on the Service Level Agreements and automated generation of service metrics for successful aligning of IT with business. Social Network Analysis instrumentation helps to identify corporate communities, most active community members and the correlation of corporate collaboration between different business units. Hypersoft OmniAnalyser now supports Microsoft Exchange Server 2010, Lotus Domino, BlackBerry Service, IronPort, Forefront Security, SharePoint, Office Communication Server 2007 R2 and Lotus Sametime.

iAM:Servers (formerly RoboMon) addresses the challenge of increasing system complexity, diversity and interoperability and helps ensure that performance, capacity and other key thresholds are not breached. By pre-empting technical issues, IT departments are able to work proactively towards maintaining the service levels required by today's business. The key mantras for any IT reliant business are Availability, Agility, Visibility, Priority, Reliability and Predictability.

Itheon's Server Monitoring solution is a powerful rule-based monitoring system that delivers an extremely cost-effective light or deep monitoring solution. It enables organisations to implement extensive and scalable monitoring specific to internal SLA obligations without requiring extensive programming and configuration changes. A common rule language optimised for each platform extends across Windows, Solaris, AIX, HP-UX, Linux and OpenVMS platforms ensuring portability and re-usability of business logic.

IncidentMonitor is an IT Infrastructure Library (ITIL) Pink Verify compatible software solution in Incident Management, Problem Management, Change Management, Configuration Management and Service Level Management. In addition, there are numerous productivity and functionality enhancements to the product that make it stand out from the rest.

IncidentMonitor comes out of the box with:

• Service Desk / help desk ready to go application
• ITIL version 3 ready to go and easy to adapt applications
• Web, windows and mobile interface
• Rich intelligent knowledge base
• End user web portal
• Network management interface to easily integrate with any monitoring tool
• Microsoft SMS connector
• Interactive management dashboards and over 150 report templates which are easy to schedule
• And much more…

Adeptia Integration Suite (AIS) is an enterprise-class software product that is designed to integrate ANY APPLICATION with ANY DATA at ANY LOCATION. It combines process centric and services (SOA) based approach with application and partner integration. Integration Suite easily and quickly automates data flows and connects applications using industry-specific standards.

AIS is a web-based, graphical, easy to use solution that allows customers to integrate disparate information sources, databases and software applications both within an enterprise and across customers, vendors and business partners. These integration data flows can be implemented within hours and days.

ISIS integrates the management of; Service Requests, Knowledge Bases, User / Customer Details & History, Company Assets, Important Files and Documents, into a simple, intuitive, easy to use interface.

ISIS Helpdesk is a complete support services management suite. ISIS takes the overhead out of providing web based customer support, improving efficiency, reducing workloads, and most importantly - leaving your customers happy and confident in the support you provide them.

• ISIS Portal Framework: The ISIS Portal Framework provides an application framework that allows customised content and functionality to be integrated with ISIS from a variety of sources.
• Scalable Solution: As your business expands, so does ISIS. The ISIS Helpdesk system is scalable to allow for growth and to serve you and your company well into the future.
• ISIS Agent Service: The ISIS Agent service module keeps you informed by closely monitoring your ISIS Database and sending notifications of events that take place within ISIS.
• Asset Management: ISIS provides a complete, comprehensive, searchable information database on your assets. Including asset history and staff allocation reports, General and extended asset information, as well as asset locations, warranties, lease information, and even notes or comments regarding particular assets.
• Knowledge Management: The ISIS Helpdesk has a powerful, robust internal knowledge base, which allows you to build a repository for almost any type of information you wish to gather or search across.
• File Management: Similar to the ISIS Knowledge Management, the File Base is a repository for valuable or important files. The ISIS File Base allows easy categorisation, storage and sorting of frequently needed or important files in one centralised, fully searchable system.
• Customer Self-Service Portal: The ISIS Client Module is designed to be a complete 'self-management' system for your customers. Allowing them to manage their own support issues, and help them find solutions to problems themselves.
• 100% Web Enabled: The ISIS Helpdesk Interface is 100% Web-Enabled, meaning your technicians or customers can access your helpdesk from anywhere in the world at any time.
• Quick and Simple Installation: With our intuitive installation and upgrade wizards, installation and maintenance of your ISIS System is quick and simple.

Fox IT has produced a wallchart to guide you through the ISO/IEC 20000 processes and start you on the road to ISO 20000 Certification.

Designed for companies less concerned about standards like ITIL and whose help desks require a full-featured incident management solution with powerful asset, knowledge, and SLA management, iSupport Incident Management Edition is the tool for you. This robust, flexible, web-based help desk application was developed to provide quick ROI and efficiencies in your activities.

iSupport was the first help desk software solution built entirely on Microsoft .NET technology, and leverages the tremendous amount of knowledge GWI Software has gained since our first help desk application back in 1992. Since that time we have been singularly focused on creating one of the most robust, yet flexible, out-of-the-box solutions that will enable companies like yours to handle help desk activities.

Service desks are the main contact point for communications to the IT department. This front line is responsible for restoring services to a normal status in the quickest and most thorough manner possible. Providing the service desk with a tool to track and automate this first contact is critical; by properly recording the information, the status is clear to anyone at any point during the life of the issue.

iSupport Service Desk is a highly-scalable service and support application ready to handle your unique processes and methodologies, with enhanced permissions to enable segmented user bases or departments within the same instance of the product.

Rely on good practices - OTRS::ITSM is an integrated IT Service Management Solution, combining the good practices of the IT Infrastructure Library ITIL V3 with the proven power of OTRS, the leading Open Source Service Management Solution.

• ITIL® V3 Good Practices
• 100% Open Source & zero license fees
• Intelligent Process-Automation
• Assistance of global IT Service-Organizations
• Integrated CMDB/CMS
• Management of complex IT-Infrastructures and Relations of CIs
• Service- & SLA Lifecycle-Management
• Automated Surveillance of Service Quality
• Reduction of service down times and risks for your business operations
• Reduced per-incident costs
• Process integrated Issue Tracking
• Self Service Offer for End Users
• Controlled and secure management of changes
• Real-Time Management Dashboard
• Meaningful Performance-Reporting
• Auditable History (Compliance)
• Platformindependent Web Applicationt

Affordable Help Desk Software, developed and supported by us since 1991.

LBE Help Desk is:

• Compatible with Windows 7, Vista, XP, 2000, 2003, ME, 98 and 95
• Easy to setup - no expensive consultant visit required.
• Simple to use -Your operators will require a minimum of training
• Accessible from anywhere - run as a windows or a web application.
• Powerful - small businesses, schools, colleges, hospitals, major international businesses
• Affordable - clear pricing, no secrets

LBE Help Desk will help you to:

• increase customer satisfaction
• reduce customer downtime
• reduce support call numbers
• improve efficiency
• improve communications
• identify problem areas in your products or service

Web Help Desk

Operated entirely through your web browser, designed to be used both by your support staff and your customers. Install the Web Help Desk software on your server then access it from any machine with a web browser. Host it on your own server or we can also take care of hosting the web help desk for you - why buy when you can rent? Desktop Help Desk

This is a MS Windows application. It is typically used by a company's support staff. Complete control is given over how data is presented, and the desktop help desk software comes with powerful predefined filters, shared data views, text macros and more.

AssetExplorer provides you with a number of ways to ensure discovery of all the assets in your network. You can manage software & hardware assets, ensure software license compliance and track purchase orders & contracts - the whole nine yards! AssetExplorer is easily installable and works right out of the box.

• Auto-Discovery of all hardware and software inventory and dashboard view gives you a detail of your IT infrastructure in a glance
• Software asset management and license compliance
• Understand your assets with Asset tracking and Total Cost of Ownership
• Remote control lets you troubleshoot issues in/from remote locations
• Purchase Orders helps you generate and keep track of all PO's
• Contracts and license agreements makes sure you never miss an renewal date
• Active Directory and LDAP integration
• CMDB helps you understand the relationships between all your configuration items
• Reports lets you understand your IT infrastructure in detail
• Role based administration and multi-site support

N(i)² Help Desk Management offers implicit functionality for incident and problem management. Incidents may be generated through the web, desktop client, or triggered by an event from a network or system management tool. Problem Management can take advantage of the advanced modelling capabilities to quickly test theories in What If scenarios. These scenarios can be evaluated, saved and used to model solutions and known fixes, dynamically creating a knowledgebase for quicker resolution in future. N(i)²’s highly flexible federation capabilities allows for seamless integration with multi-vendor IT applications and domains.

ReadyDesk is a web based help desk/issue tracking solution that includes a knowledge base, automated ticket queue population, automated e-mail alerts, live support chat and much more.

ReadyDesk is a completely web based help desk software solution that has powerful features to meet the demands of businesses of any size.

With ReadyDesk you can offer your customers several options to help them get their issues resolved quickly. They can open tickets from the customer portal, browse the support articles in the knowledge base for self service, create tickets automatically by sending you an email and even chat with you live online.

Reduce complexity and make customer support, change, asset, and request management a seamless integrated process.

This comprehensive suite includes:

• A full set of IT service management applications that share a native, purpose-built architecture and best-practice process flows
• The industry’s leading service desk solution
• A closed-loop change and release process tied to incidents and problems
• Self-service request catalog for IT, security, and, business needs
• Tracking of incident response times and service desk performance against SLAs
• Asset and software license lifecycle and compliance management
• Real-time performance and ROI metrics reporting

With BMC, you will:

• Prioritize support activities and focus on critical business services
• Increase staff productivity and consistency by automating processes, policies, and tasks
• Reduce MTTR and eliminate recurring incidents through embedded problem and knowledge management processes
• Reduce IT support costs through self-service call-deflection

Effortlessly track, organize, manage and answer the toughest desktop support challenges with Resolve - a powerful and entirely web-based help desk and ticket management solution from Pillar Solutions.

Service management staff know that managing user expectations and keeping a history of all issues and resolutions is the key to providing quality support.

Minimizing the amount of system downtime is essential together with ensuring an effective solution is in place to assist and support users of IT assets.

Ideally suited for small and medium sized organizations, yet fully scalable for the larger Enterprise, Resolve has been developed to minimize the amount of system downtime whilst providing effective support for all users of IT assets.

This white paper compares SaaS-based IT Service Management software with on-premise, legacy solutions.

The paper highlights the additional benefits that can be achieved by choosing a SaaS-based system, and builds a strong business case that clearly demonstrates that SaaS-based IT Service Management solutions are far more cost-effective than their on-premise counterparts.

Are you looking to manage and maintain your service desk solution on premise? Or are you interested in a Software-as-a-Service or On-Demand delivery model? Do you have a global support organization with enterprise-scale requirements, or do you support a smaller enterprise?

No matter your requirements, BMC can help. We offer the most comprehensive selection of service desk solutions available today:

• BMC Remedy Service Desk delivers a proven, enterprise-scale workflow engine that automates service desk processes and integrates seamlessly with other ITIL service support solutions (includes the BMC Atrium CMDB).
• BMC Remedy OnDemand provides all of the benefits of our industry-leading software — while eliminating the cost of maintenance, administration, and infrastructure — through a SaaS delivery model.
• BMC Service Desk Express Suite provides easily deployed, ITIL-compatible IT service management for the mid-market.
• BMC ServiceDesk on Force.com delivers cloud-enabled service desk, self-service, and inventory management capabilities hosted on the number one SaaS platform from Salesforce.com.

Service Configuration Manager (SCM) delivers a service aware, real-time, change managed Configuration Management System (CMS). Supporting integration with 3rd party products via a combination of real-time integrations and data source federation, SCM protects your existing investment in IT products (e.g. change, inventory, systems management). SCM is shipped with inbuilt service modelling, dependency mapping and risk-of-change analysis tools to help avoid outages to your business services and reduce the cost of the introduction of new business services and "more of the same" changes. SCM would allow your organization to:

• Identify the impact of IT changes on your business services BEFORE the changes are made
• Identify and re-schedule conflicting changes
• Deliver a forward schedule of change by service or technology
• Identify unauthorised changes to your infrastructure
• Automate the management of the lifecycle of IT assets
• Provide a window on the CMDB and infrastructure-to-business dependencies for your organization
• Centralize operational documentation with context sensitive launching
• Compliance: automated audit trail of infrastructure changes
• Track infrastructure and business services via an automated service catalogue

ServiceDesk is an easy to use, complete web-based help desk software that integrates ticketing, asset tracking, purchasing, contract management and knowledge base in one affordable package. ServiceDesk offers complete helpdesk and asset management functionality. Most of the basic features such as Self-service Portal, Knowledge base came without any additional cost.

Supportworks ITSM software provides a comprehensive system for the adoption of ITIL processes, whether your organization is looking at ITIL service management for the first time or is more advanced in its adoption.

For many organisations in the first stages of ITIL adoption, Supportworks ITSM Foundations provides an easy 'Bite-Size' step to the most common ITIL processes.

Supportworks ITSM Enterprise service desk software provides the optimum combination of business process automation, functionality and flexibility, delivering a comprehensive ITIL-compatible application that satisfies most IT service management requirements out of the box. Fully integrated processes and support templates enable rapid adoption of key components of the service lifecycle. For organizations that do not wish to adopt all of these disciplines immediately, they can simply be 'switched off' and 'switched on' again when the service desk is ready.

Supported ITIL Porcesses:

• ITIL Processes
• Incident Management
• Problem Management
• Change Management
• Release Management
• Service Asset & Configuration Management
• Service Level Management Service
• Portfolio Management
• Service Catalog Management
• Request Fulfilment
• Financial Management
• Knowledge Management

TOPdesk for facilities management is CAFM software (Computer Aided Facility Management) at its best. You can streamline your entire facilities infrastructure with this affordable, first-rate CMMS (Computer Maintenance Management System) application, which assists you in virtually all aspects of facilities management. This includes the processing of calls, requests and reservations of company property and assets. Detailed overviews, to do lists, work orders and reports are all integral components.

TOPdesk software helps you to process the questions of your colleagues. You can choose to answer the question directly, or incorporate it in your workflow. You can distribute the calls among your specialized HR employees, by planning the different tasks into your daily routine.

WonderDesk is a fully automated help desk for the web. This database cgi-script is designed to help businesses organize your incoming support requests. Instead of customers clicking on an email address, they can now use this automated help desk to submit any problems they may have. They can also log back in later to check the status or make changes to those requests.

The WonderDesk saves companies time and money by increasing their efficiency and by keeping them organized. Since this is web based, the companies' technicians can log in from anywhere in the world and continue to work.

Companies can replace their support email link with the WonderDesk, and say goodbye to that messy email inbox and support requests that fall through the cracks. Customers are notified via email each step of the way, throughout the duration of their support request. At any time, they can log back in and check the status or update their support request. They can also work one on one with the technician that is assigned to the support request.

WonderDesk other features includes Internet or Intranet implementation; allows companies to hire remote technicians; automatic notification to the technicians via email or pager; efficient point and click interface; fully searchable database including customer history, tons of statistics, and much more.