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Monitor 24-7 Optimizes Customer Support for Companies

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TMCnews Featured Article


July 07, 2010

Monitor 24-7 Optimizes Customer Support for Companies

By Anuradha Shukla, TMCnet Contributor


Monitor 24-7 is allowing companies to optimize internal, as well as external, customer support through version 9.0 of its service desk software IncidentMonitor.

 
What makes this release unique is the inclusion of several features around the ITILv3 certification and its support of 10 ITIL processes. According to Monitor 24-7 (News - Alert), all have achieved PinkElephant's PinkVerify certification and are provided at no additional cost.
 
Because all processes are fully integrated and are highly configurable, they can fit to meet any customers' requirements. The company has also added new features such as intelligent service portfolio, which significantly improves customer and IT interaction.
 
With the improved features users can enjoy security-controlled access to the organization's services. System configuration provides an aggregate of all hardware, software and interface CIs into a single, manageable version-controlled entity.
 
Building on the robust service management features, this latest version targets both SMB and enterprise organizations that are searching for a solution to efficiently manage customers & processes.
 
According to a release, IncidentMonitor v9 includes the following certified ITIL v3 processes:
 
- Incident Management
- Problem Management
- Request Management
- Service Catalog Management
- Change Management
- Release & Deployment Management
- Knowledge Management
- Event Management
- Service Level Management
- Service Asset & Configuration Management
 
 
There are other new features as well including service portfolios that improve the customer/IT interaction. Version 9 also includes system configurations that provide an aggregate of all hardware, software and interface CIs into a single, manageable entity which can be versioned to detail the current production system.
 
'As a result of our on-going mission to provide the best solution to our customers and companies looking for a service desk/ITIL solution, we have added 10 ITIL-compatible processes which are provided FREE OF CHARGE,' said Scott Walling, managing consultant at Monitor 24-7 Inc. 'We have differentiated ourselves from all other vendors in this market by providing an out of box solution which will allow customers to be up and running in 2 - 3 days with ITIL-compatible processes.' Walling continues, 'Since the ITIL processes are implemented within the configurable IncidentMonitor framework, the processes can be quickly adapted to support the organization's specific ITIL requirements.'
 
Monitor 24-7 was in news last month when it collaborated with TMC (News - Alert) to launch service desk software channel on TMCnet.
 

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha's article, please visit her columnist page.

Edited by Juliana Kenny







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