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Monitor 24-7 Talks Service Desk Software

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November 09, 2010

Monitor 24-7 Talks Service Desk Software

By Juliana Kenny, TMCnet Web Editor


Last week, I wrote about Monitor 24-7’s IncidentMonitor SaaS (News - Alert) solution and how it is available in on-premise and SaaS licensing models to adjust to varying needs of the company including corporate and budget-wise. To get more of an idea as to how exactly the software works, I interviewed Riaz Mohammed, director of sales and marketing for Monitor 24-7 (News - Alert). He elaborated on how the software aids business’ service desk processes, and he highlighted certain market trends that have led to the development of such a product. See the full exchange below:


JK: How does the IncidentMonitor ticketing software facilitate business’ help desk processes?

RM: IncidentMonitor ships with 10 ITIL V3 compliant processes, including Incident management, Problem Management, Service Level Management, Configuration Management and Knowledge Management. These processes are designed to allow customers to immediately leverage IncidentMonitor to support the high level requirements of the business. At the centre of IncidentMonitor is a robust service management framework on which the out of box processes is defined. Using this framework, customers can configure IncidentMonitor to support their specific requirements. As a result, IncidentMonitor provides the best of both worlds, where customers without a defined process can implement the out of box processes and be productive in a very short time. Over the longer term, as customers define and modify their processes to support the service desk needs of the business, IncidentMonitor can be easily adapted to support the requirements of the business; at a very low cost and within a reduced timelines.

JK: What is the target customer base for this service?

RM: IncidentMonitor is used by companies in all industry verticals. Companies with smaller budgets to larger global organizations have implemented and benefited from IncidentMonitor. IncidentMonitor supports such a wide range of customers because of the low cost, attractive ROI and features. Because of IncidentMonitor’s low cost, companies with limited budgets can implement IncidentMonitor. Because IncidentMonitor is a true enterprise solution, which is scalable, extensible and will support any complex environment, large global companies can leverage IncidentMonitor’s features and capabilities.

JK: What recent market trends have you noticed in the service desk software industry?

RM: Companies are focusing on providing value to the end user. Previously, companies allocated a higher priority to internal processes to reduce cost and ultimately improve service to the end user. Now the focus is on improving service to the customer. There are two main trends that we have seen at Monitor 24-7 Inc:

1) Leveraging technician knowledge in a simple, easily managed approach. In turn, providing this knowledge across the organization. IncidentMonitor’s Knowledge Management functionality manages this process.

2) Providing the end user with a simple, intuitive interface which will allow all relevant data required for an efficient resolution, to be captured right at the source. IncidentMonitor’s Service Catalog and Service Portfolio functionality supports this trend.

JK: Have any of these trends inspired certain future products or services for 2011?

RM: These trends have inspired features which were implemented in 2010. We will continue to enhance these features in 2011, to ensure that our customers benefit from our improvements.


Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.



Edited by Juliana Kenny







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