Numara Software, Inc., a leader in service desk management solutions for IT professionals, announced today that Numara FootPrints 9 has received a 2008 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine (www.cismag.com), the leading publication covering CRM, call centers and teleservices since 1982.
Numara FootPrints 9 is the latest version of the Numara Software award-winning service desk management solution. The new version features new, expanded support for IT Infrastructure Library (ITIL) version 3 service lifecycle best practices and extensive usability enhancements, including Numara FootPrints Mobile - a unique mobile help desk feature giving IT professionals the freedom to access accounts and address issues without being restricted to one location.
The release further demonstrates the company’s ongoing focus on delivering advanced technology to its customers at an affordable price, and helping service organizations deliver a world-class experience to their service customers.
“We’re honored that Numara FootPrints continues to be recognized as one of the most innovative products on the market,” said David Weiss, president and CEO of Numara Software. “Numara FootPrints 9 is an incredibly practical and flexible IT Service Management solution, and receiving this award is a testament to the company’s focus on its customers, and helping them solve their most complex IT service desk needs.”
“I am pleased to honor Numara Software for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions. “For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements.”
The 11th Annual Product of the Year Award winners will be featured in the January 2009 issue of Customer Interaction Solutions magazine.
For more information about the Customer Interaction Solutions’ 2008 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.
Numara FootPrints 9 is offered in either an on-premise license or hosted. For more information, including a complete list of features or to download a trial version, please visit: www.numarasoftware.com/FootPrints.asp.
About Numara Software
Serving over 50,000 customer sites worldwide, Numara Software is a global leader in providing practical software solutions for service management to IT professionals. From a single technician running a help desk to 1000 technicians managing a complex service desk, IT organizations of all sizes trust our award-winning solutions, featuring Numara Track-It! and Numara FootPrints, to track requests, automate workflows and support internal and external customers.
Unlike other complex, difficult-to-implement, and costly products, we offer robust, affordable and easy-to-use solutions that can be quickly deployed without disruption to your business. Our flexible solutions can be implemented right out of the box or configured to match your unique IT environment and business processes. They can also be leveraged to support non-IT operations, such as human resources and facilities, allowing you to optimize your investments in licensing, maintenance, training, and support.
We’re passionate about helping people successfully manage their IT environments. Find out how we can help you by visiting: www.numarasoftware.com.
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Web Help Desk, a leading cross-platform help desk software solution, today announced the release of a Free Edition of it’s web-based incident management software for small business, K-12 institutions, and small government organizations. The Free Edition has no trial period or expiration date, is completely free from ads, and includes one full year of help desk software upgrades.
Sunrise Software, a leading independent provider of IT Service Management (ITSM) solutions, today announced a new subscription pricing model designed to help organizations budget for ITIL in a tougher economic climate. The offering combines the benefits of on-premise, hosted software and Software as a Service (SaaS) models for Sunrise’s range of ITSM/ITIL software solutions. The introduction of Sunrise Software’s subscription pricing model means that although customers will rent the appropriate software, it will remain hosted and maintained at the customer site.
Under the terms of Sunrise Software’s new subscription pricing model, customers can benefit from the lower capital expenditure of a SaaS model, but still enjoy the complete control and configurability of an on-premise model. There is just one upfront payment for project and training costs, followed by an annual subscription to the software.
At CA World 2008 in Las Vegas CA announced the release of CA Service Desk Manager r12. This release unifies seven typically separate products into one to drive greater value for IT.
CA has announced the planned release of CA Service Desk Manager r12, which is designed to unify into one product what other vendors sell as separate products, including service desk, change management, configuration management database (CMDB), application dependency mapping, knowledge management, support automation, and analytics.
The planned combination of this industry-leading functionality with newly published, standardized best practices is designed to help CA customers more quickly and cost-effectively implement a holistic approach to service management. CA also plans new functionality in CA Service Desk Manager r12, including CA CMDB r12 which is being designed to better manage risk associated with changes to the IT environment.
“The complexity and demand on IT service support requires offerings beyond basic core service desk products, which today tend to require the expense and time to justify purchasing multiple add-on products. For example, while the benefits of knowledge management in reducing downtime and reducing costs through user call defection are well known, full-function knowledge management is typically a separate, extra-cost item,” said Kris Brittain, research vice president, Gartner, Inc. “This piecemeal, multi-product approach to service desks, Gartner believes, is falling out of favor as comprehensive, full-function solutions will become the industry norm.”
Numara Software, Inc., a leading, worldwide provider of practical IT service management software, today announced the release of Numara FootPrints 9, the latest version of its award-winning Numara FootPrints service desk management solution.
Featuring new and expanded support for IT Infrastructure Library (ITIL) version 3 service lifecycle best practices and extensive usability enhancements, including powerful new mobile technology, this release further demonstrates the company’s continued focus on delivering advanced functionality to its customers at an affordable price and helping service organizations deliver a world-class experience to their service customers.
“Throughout organizations of all sizes, IT managers are struggling to fully support their business’ complex needs within a constrained budget,” said David Weiss, president and CEO of Numara Software. “That’s why we’re dedicated to helping our customers implement the most practical and flexible IT Service Management solutions available, and the latest release of Numara FootPrints 9 with the new Service Catalog and Mobility solutions along with the Preventive Maintenance module is another example of this dedication.”
“I think the Numara Software approach to the IT service desk is just what mid-market and departments within larger enterprises need,” said Paul Burns, senior analyst, Enterprise Management Associates. “Numara Software is focused on providing practical and easy-to-use solutions, which is exactly what these markets appreciate. With the latest release of Numara FootPrints, the company has hit on a variety of transforming capabilities, especially the integration of their new Service Catalog with the CMDB.”
MacsDesign Studio LLC, an industry-pioneering provider of the comprehensive IT help desk software, Web Help Desk, today announced integration with LANrev Client Manager, a leading cross-platform client and patch management software suite.
The new integration delivers scheduled imports of asset discovery data from LANrev to the Web Help Desk back-end database and instant access to the LANrev Admin application from within the Web Help Desk browser-based interface.
Automated imports of LANrev’s reliable asset discovery data into the Web Help Desk provide support personnel with up-to-date hardware and software details for the computer identified in the service desk ticket.
If additional software license management analysis is required or software patches need to be deployed, Web Help Desk provides instant, asset-specific accessibility to the the LANrev Admin application.
Digital Fuel®, the leader in IT Service Management (ITSM), today launched their Pre-Defined Service Level Management solution for Service Desks. The hosted, fully managed solution provides a complete out of the box SLM solution for Service Desks that contains pre-defined reports, dashboards, service level objectives (SLOs), data interfaces and best practices for running IT services in a customer-centric way.
With Digital Fuel’s new SLM offering, enterprises and service providers can immediately manage service desk performance by leveraging their existing investments in Service Desks from BMC, CA, HP, IBM and many others to achieve a new level of control over how well they are delivering services to their customers.
For the first time, Service Desks have an automated business application that can immediately measure and assess service performance across their entire customer base. The net result is better services at a lower cost, while increasing service operation efficiency.
MacsDesign Studio LLC, developers of the leading cross-platform help desk software solution, Web Help Desk, today announced seamless integration with Apple Remote Desktop 3, Apple’s award- winning desktop management system for Mac OS X.
More than ever, businesses and educational institutions are seeking continuity and cost-effective IT help desk solutions. The easy access to ARD information and instant remote control connectivity from within the Web Help Desk promises to boost technician productivity and raise the bar on customer satisfaction.
A scheduled or on-demand import of asset discovery data directly from the ARD database to the Web Help Desk provides support professionals with the critical, up-to-date asset information required to efficiently resolve service requests. This new integration makes Apple Remote Desktop 3 asset data available to any web browser through one centralized web application.
EMC , today bolstered its commitment to automation and end-to-end IT Service Management, unveiling new levels of integration between two of the company’s core IT management offerings.
Leveraging heightened integration between EMC Smarts Application Discovery Manager (ADM) and EMC Infra, customers can now apply the power of automated application discovery to support dependency-driven change management, impact analysis, and Configuration Management Database (CMDB) population.
“IT departments across the globe are fast approaching a breaking point as they attempt to manage their ever-expanding universe of business-critical information,” said Chris Gahagan, EMC’s Senior Vice President, Resource Management Software. “To truly see it all, manage it all, and get the most of their IT investments — companies require a clear line-of-sight across their IT infrastructures and how they relate to the services they deliver.”
Smarts ADM provides continuous automated discovery and dependency mapping of the often-changing relationships that exist between IT applications, databases, their hosts and configurations, and the underlying information infrastructure – as well as the network protocols on which these systems rely.
MacsDesign Studio LLC, developers of the leading cross-platform help desk software solution, Web Help Desk, today announced the availability of Version 9, a major update to its flagship service management solution.
Web Help Desk Software Version 9 adds rules-based voting and approval process for change requests, an extensible plug-in architecture for popular 3rd party asset management tools, and an AJAX enhanced user interface. Version 9 remains truly cross-platform, with server side installers for Mac OS X Server, Windows Server, Linux, and Unix.
“The feature enhancements within Web Help Desk v9 are primarily a product of listening to the thoughtful input from our loyal customer base, and the forward thinking of our savvy development team,” stated Jonathan Lew, President of MacsDesign Studio. “Version 9 exemplifies our commitment to providing organizations with a vendor-neutral IT service management solution without the complex configuration.”
The latest version of the Web Help Desk software delivers numerous new
productivity features, including:
