Software provides IT business management functionality.
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Press Release Summary:
Supporting Windows Vista, IT Business Management v7.2 enables users to integrate telephony systems that support both standard and Internet telephony directly into their service desk. ConfigurationManager facilitates setup of Configuration Management Database and assists analysts when logging incidents. Zip Code and Microsoft Word integration enables customer support agents to determine user's specific location via postcode and generates letters and forms directly from Touchpaper ITBM suite.
Original Press Release:
Touchpaper® Launches Latest Release of ITBM Suite
New York, NY - June 27, 2007 - Touchpaper® has today announced the latest release of the IT Business Management (ITBM) suite, version 7.2, which provides expanded IT business management functionality to deliver greater flexibility, a higher level of customization, increased efficiencies and enhanced user and citizen satisfaction across commercial and government organizations globally. The latest version of the software follows the huge success of the new product since its introduction in 2006 with 200 customers across the world either live or signed up to implement the ITBM solution.
Available immediately through Touchpaper's direct sales channels and via its international network of Value Added Reseller (VAR) partners, the latest release of the ITBM suite includes the following new capabilities and enhancements:
Telephony integration
In response to growing demand for consolidated customer and IT service desks, shared services and faster and more user-friendly customer services, Touchpaper users are now able to integrate telephony systems that support both standard and Internet telephony directly into their service desk.
Using version 7.2, outbound calls can be made by focusing on a telephone field and clicking a toolbar button. Inbound calls are displayed in a flashcard that demonstrates the details of the caller and dialled numbers.
For inbound calls, analysts are able to select from options including Answer, Hold, Lookup Caller, Lookup Incidents for Caller and Create Incident. An audit trail automatically holds details of all calls made and taken and logged against both parties involved in the call.
Pre-populated real-time information displayed on the dashboard increases the efficiency of the service desk, with less time spent on gathering details at the initial point of call, and ultimately leads to speedier incident resolution.
Support for Microsoft® Windows Vista applications Touchpaper now supports all Microsoft Windows Vista applications. By fully supporting the latest desktop environment from Microsoft, early adopters of the new Microsoft operating system need not be constrained by the limits of their current operating environment.
Furthermore, with version 7.2, Touchpaper is maximizing the additional functionality that Microsoft Windows Vista provides and plans to pass this on to its customers, for example, using Really Simple Syndication (RSS) feeds to deliver information to the right people at the right time. This means that anyone can be updated on relevant activities as they occur in the service desk. For example, an analyst could be alerted to an email server going down; a team leader informed about outstanding support calls or when calls reach a certain level; and a chief financial officer could be notified when a finance application fails.
Configuration Management
Already a market leader in the provision of service desk-based configuration management to mid-market organizations and the public sector, Touchpaper has made significant enhancements to its Configuration Management solution designed to facilitate easier initial set-up of a Configuration Management Database (CMDB) and greater flexibility in structuring a CMDB; improved ease of use for analysts when logging incidents; and more cost-effective and efficient ongoing maintenance of the CMDB.
Using Touchpaper ConfigurationManager, analysts are now able to:
- define unlimited levels of parent and child relationships for a given Configuration Item (CI) and map them visually within a CI structure;
- search, interrogate and navigate CI structures from any support process, ensuring that the correct CI is selected for any given incident;
- import a CI relationship as part of data import and create CI structures automatically.
OneTouch client roll-out
Touchpaper OneTouch automatically installs new or upgraded software to every analyst and user machine the first time they access the system. This addresses the challenge of having to install the appropriate client software on each analyst and user PC, step-by-step, one at a time when a solution is first implemented, a process that is also required when upgrades take place across an organization. This new feature of the Touchpaper ITBM suite saves both time and money because fewer resources are required to deploy new or upgraded software and there is less downtime for both analysts and users.
Zip Code and Microsoft Word integration
Aimed primarily at customer-facing service desks, new Zip Code and Microsoft Word integration from Touchpaper provides customer support agents with the ability to determine a user's specific location via their postcode and generates letters and forms directly from the Touchpaper ITBM suite. This saves agent time and ultimately improves the overall customer experience.
Revised 'look and feel' for Touchpaper Portal and out-of-the-box (OOTB) themes
The 'look and feel' and intuitive nature of the Touchpaper Portal (the browser-based interface that delivers all the Internet-delivered applications of the ITBM suite, such as self-service) have both been greatly enhanced. For example, customers can select from various 'themes' or screen templates out-of-the-box (OOTB) to give them a series of ready-made 'look and feel' options.
At the same time, the flexible customization of the Portal is maintained allowing customers to further match the design of the Portal to their own requirements and corporate branding.
Window publishing
With version 7.2, users of Touchpaper are now able to view various windows simultaneously in a single console. This facilitates improved usability; gives greater flexibility in screen and process design; provides enhanced consistency of information captured and presented; and reduces the information required from self-service users.
About Touchpaper ITBM Suite
Touchpaper's ITBM portfolio, which has been verified as meeting the mandatory functional requirements for ITIL compatibility, provides an end-to-end solution covering all aspects of IT Business Management (IT service management, customer service solutions and network and systems management) in a modular form.
Touchpaper's ITBM suite can help deliver projects that drive business growth and value; meet customer needs and pre-defined levels of service; achieve governance and regulatory compliance; link business and IT strategies, plans and relationships; demonstrate the business value of IT; apply metrics to IT; budget and manage IT spending; foster change in business processes and manage risk.
About Touchpaper
With over 20 years of experience, Touchpaper is one of the most established and respected international providers of IT Business Management (ITBM) solutions, encompassing IT Service Management, Customer Service Solutions and Network and Systems Management. Touchpaper now has over 1,800 customers around the world. Its headquarters are located in the UK, with offices in the Americas, Europe and Asia Pacific.
For further information, please visit our website at touchpaper.com or email intouch@touchpaper.com
* Touchpaper is a registered trademark of Touchpaper Software plc. All other trademarks, registered trademarks or service names are the property of their respective owners.
