New ITSM Software Solutions Increase Performance and Efficiency In Help Desk Operations
LAFAYETTE, CALIF. – May 15, 2007- –TechExcel, Inc., the leading provider in unified Application Lifecycle Management (ALM) and IT Service Management (ITSM) and Support software, today announced updates and enhancements to TechExcel Service Suite 6.5 specifically designed to increase visibility and provide actionable intelligence for all help desk, asset management and customer support business processes for the distributed enterprise. Service Suite 6.5 addresses the increased complexity in IT by delivering a solution that supports the growing number of applications, devices, and mobility of today’s workforce. Service Suite 6.5 delivers the next level in customer support and business alignment by automating the resolution of routine incidents, improving support responsiveness and providing self service access to support data, all in the interest of customer satisfaction.
TechExcel’s Service Suite 6.5 is an integrated service and support management suite with employee web portal and complete workflow customization capabilities that scales to meet the needs of any size organization. There is support for business rules and processes as well as automation that streamlines IT services and help desk activities with configurable workflow, process management, email notification and knowledge base.
“While there are many ITSM tools on the market today that provide a variety of help desk support features, Service Suite 6.5 aligns traditional service desk support and takes it to the next level with enhanced features to accommodate the needs of the modern IT organization,” said Tieren Zhou, CEO and Chief Software Architect at TechExcel. “Even more important is the connection between customer support and development. The combination of TechExcel Service Suite and DevSuite provide seamless integration so that enterprises have the information needed to improve products and significantly enhance customer satisfaction.”
Service Suite is comprised of the following components: ServiceWise, a service, help desk and knowledge management solution for today’s strategic IT organizations; AssetWise a holistic asset management solution that integrates discovery, audit history and configuration management; CustomerWise, a complete support solution that helps organizations optimize support process by providing the team with all the tools necessary to meet and exceed your customer’s service expectations; and Project Plan, an integrated project planning and resource management for improved project management to aid scheduling, resource management through real-time integration with other TechExcel products.
“Out-of-the-box functionality enables an IT organization to implement an IT service desk tool in a shorter period of time, because the majority of the features and functions are preconfigured,” said David Coyle, Research Director, Gartner. “Questions on Implementing IT Service Desk Tools”, David M. Coyle, December 20, 2006.
Another key component of ServiceWise is that it facilitates self-service capabilities with a powerful web portal that includes online incident reporting, from submission through status checks based on smart knowledgebase searches. With ServiceWise, IT teams are empowered with a single solution for help desk management, problem escalation, and IT change management, with additional add-on components for asset management and for meeting service level agreements. A full list of Service Suite 6.5 enhancements may be found at www.techexcel.com/products/servicesuite/.
What’s more, Service Suite 6.5 seamlessly integrates with TechExcel’s development products to manage the entire software development lifecycle. This integration ensures customer support teams provide development teams and product managers the information they need to create better products and improve customer satisfaction in the process.
TechExcel’s Service Suite 6.5 is available now. Organizations and the press are encouraged to contact TechExcel at 925-871-3931 or by e-mail at [email protected] to arrange a demonstration.
About TechExcel:
TechExcel, Inc. is the leader in unified Application Lifecycle Management and Support and Service solutions that bridge the divide between product development and service/support. This enables enterprises to focus on strategic goals of product design, project planning, development and testing, as well as enabling transparent visibility with all customer-facing initiatives. Founded in 1995 and headquartered in Lafayette, California, TechExcel has over 1,500 customers in more than 42 countries and maintains offices in Chapel Hill, North Carolina, London and Beijing. For more information, visit www.techexcel.com or call 925-871-3900 in the United States or +44(0)208 322 7750 in the United Kingdom.
