By Anonymous
Palo Alto, CA October 29, 2003-— NetResults Corporation announced today the immediate availability of ProblemTracker Version 5.5, and automated self-service Support and Help Desk add-on options for this leading issue tracking software.
ProblemTracker 5.5 improves on features of the previous version, including additional reports and metrics on the user Home page. It also added the AutoReport feature that automatically reports user computer configuration information when the user submits an issue to ProblemTracker. This makes it possible to automatically collect computer system information (that are usually vital in analyzing the issue) from non-technical users. In addition, ProblemTracker 5.5 offers several new add-on options for support, help desk, and integration:
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Knowledge Base -- You can create searchable knowledge bases of articles about known issues, frequently asked questions, tech notes, etc. The full set of ProblemTracker workflow features can be used with your knowledge base development so that that your process of creating, reviewing, and updating knowledge base articles can be automated and enforced by ProblemTracker.
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Submit via Email -- Your support customers can submit issues to ProblemTracker by sending email in case your Web server is not accessible to your customers or if they are more accustomed to using email for reporting issues.
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Open API -- You can integrate your applications to ProblemTracker and submit issues to it directly from your applications, using the Open API based on Simple Object Access Protocol (SOAP) and XML technologies.
These new support and help desk add-ons, and integration through the Open API, enable users of ProblemTracker to further Improve productivity and achieve higher ROI enterprise-wide.
More information about ProblemTracker, including a demonstration version, can be found at http://www.ProblemTracker.com.
About ProblemTracker
ProblemTracker is a Web-based collaboration tool that helps companies keep track of issues and automatically manage them to resolution. Its applications include bug, defect, and issue tracking (http://www.problemtracker.com/); workflow management; help desk (http://www.problemtracker.com/pt_app_helpdesk.html); and self-service automated support (http://www.problemtracker.com/pt_app_support.html).
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By Anonymous
DENVER – NuWorld Solutions, Inc., a Denver-based enterprise management consulting firm, has become one of only a handful of area organizations certified to support Hewlett-Packard OpenView Service Desk. Enterprise Management Architect Michael Aubert achieved Service Desk certification Feb. 11, 2002.
Service Desk allows businesses to consolidate all critical components of an information technology (IT) support organization into one management solution. The program provides an intuitive interface for systems managers to oversee systems configuration, assets, customer alerts and incidents, and change management in order to monitor and maintain customer service level agreements.
“Clients find that the deep knowledge base our team of Enterprise Management Architects offer really packs a punch – and now we’ve added the distinction of this specialized certification,” said Trey Lewis, CEO of NuWorld Solutions. “We are proud of Mike’s new certification. His hard work is typical of NuWorld consultants’ dedication and skill.”
Aubert offers a wealth of experience in developing and implementing HP OpenView-based architectures. He has developed network and systems management solutions for clients in telecommunications, manufacturing, government and automotive industries. His skills range from installing, configuring and customizing network components to consulting with clients on their specific enterprise systems management (ESM) environments to improve efficiencies and overall performance.
In addition to his Service Desk certification, Aubert is an HP OpenView Integration Expert in Application & System Management and Network Management. He is an HP OpenView Certified Consultant in Express, Operations I and II, ManageX and Network Node Manager, as well as HP Certified in HP-UX System Administration. Aubert has pursued training in many Information Technology Infrastructure Library (ITIL) processes, including problem, change, configuration and accounting management, and holds a Foundation Certificate in IT Service Management. A graduate of Colorado State University, he joined NuWorld Solutions in March 2001.
About Hewlett-Packard
Hewlett-Packard Company — a leading global provider of computing and imaging solutions and services — is focused on making technology and its benefits accessible to individuals and businesses through simple appliances, useful e-services and solutions for an Internet infrastructure that’s always on. HP had total revenue from continuing operations of $48.8 billion in its 2000 fiscal year. Information about HP and its products can be found on the World Wide Web at http://www.hp.com.
About NuWorld Solutions
NuWorld Solutions offers an integrated suite of enterprise management solutions that help businesses better utilize their information technology infrastructures to remain competitive in a fast-paced technological environment. The company designs and implements network and systems monitoring architectures for complete event management solutions, supported with training and documentation. Based in Denver, NuWorld Solutions is privately owned. For more information call 720-932-8075 or 866-827-3065, or e-mail client.relations@nwsi.net. The company’s Web site is at www.nuworld-solutions.com.
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By Anonymous
Tempe, AZ March 16, 2004 -- Evolved Systems, Inc. (dba Supply and Service), provider of facility operations technology, announced today that C.H. Stone Plumbing of Los Angeles, CA has begun realizing the benefits of an online service desk.
C. H. Stone Plumbing Co., Inc. provides services to the industrial, commercial, institutional, manufacturing, medical and defense industry. The plumbing company has stood above the competition by provide exceptional customer service. C.H. Stone Plumbing has further extended their client support through softWrench™, their website and online service desk. Through C.H. Stone’s new website their key clients will have the ability to request, update and check progress on work requests through the internet providing yet another way for C.H. Stones clients to request work anywhere they have access to the internet.
“Supply and Service has exceeded our expectations of providing us with a web based request tool. They have also taken the IT management of these products off of our hands and made the implementation process quick and seamless. They understand our processes and needs and have definitely met our expectations,” said Timothy Brink, President of C.H. Stone Plumbing.
Three of C.H. Stone’s primary clients will start using softWrench at the end of March 2004. All requests whether called in or written down by a technician in the field will be entered into softWrench creating one place for all service request information. C.H. Stone will also be able to tie work through softWrench into their accounting application making billing more accurate and timely.
‘Our applications have helped our clients streamline their processes that saves them time, provides them with better reporting and reinforces or established best practices”, said Ted Ritter President of Supply and Service. ‘C.H. Stone will see return on investment quickly because of their dedication to the applications and the process.’
About Supply and Service
Since 1997, Supply and Service offers facility operations technology solutions benefiting building owners, property managers and service contractors. The company provides application hosting and long term support solutions for Maximo and softWrench™, the facility portal, which integrates work order management, move management, conference room scheduling, mobile suite, floor plans, and lease administration. Customers realize benefits in weeks rather than months and can quickly make sound decisions based on comprehensive reporting, trending, and cost savings. More information on Supply and Service can be found at www.supplyandservice.com.
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