LiveTime's Service Management Software Adopted by Genus Worldwide to Implement ITIL Best Practices
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Newport Beach, CA - November 6, 2006 - LiveTime Software, a leading provider of ITIL Service Management, Help Desk and Customer Support Software, today announced that LiveTime Help Desk has been successfully implemented by Genus to deliver best practice service and support to its customers.
Genus is a world leader in applying quantitative genetics and biotechnology to animal breeding. Located in over 30 counties on five continents, Genus' technology and products serve a global supply chain of farmers, breeders, processors, distributors, retailers and consumers.
Over 40 years, Genus expanded from 125 staff members in a single location, to an international corporation with 1800 employees. Throughout the expansion, the IT support team used a LAN designed tracking system to manage the incident, change and release processes for applications developed in-house, and commercially available IT infrastructure.
Lori Mills, Genus Support Service Manager said the decision to invest in a new help desk application was made because support technicians in remote offices could not track incidents on the LAN system. To effectively manage the support process over multiple time zones, a help desk with a web interface and 'follow-the-sun' capability was required.
Genus was attracted to LiveTime's web-based service management solution due to its open standards and support for disparate IT environments. The final decision to invest in LiveTime was made because of the ease of use, flexible interface and integration with the company's existing infrastructure.
"The move to LiveTime allows all technicians in all locations to connect to the tracking system, and calls are now being logged accurately," said Lori Mills. "Response is fantastic, even from Eastern Europe, where the internet service is not always consistent," Lori said.
Genus has found its support workflow has also been enhanced by the addition of time-saving features such as 'Quick Calls', which rapidly raise and solve problems in a few clicks. "The technicians love the Linking to Projects option that allows them to update multiple tickets with a single entry," commented Lori.
LiveTime Help Desk has enabled the Genus IT support team to provide a cohesive, high quality global service that is available around the clock. "From the CIO down, we have all been extremely happy with LiveTime and the power it provides," said Lori.
About LiveTime Software
Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of ITIL compliant, web-based service management, help desk and support automation software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime's vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com
