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LiveTime Releases LiveTime Help Desk 4.0 and LiveTime Support Desk 4.0

LiveTime Software has announced immediate availability of LiveTime Help Desk 4.0 and LiveTime Support Desk 4.0. Both products now incorporate the same core technology platform that powers LiveTime’s flagship ITIL product, LiveTime Service Manager, according to sources in the company

Both products now provide transparent migration to the company’s full ITIL compliant Service Management offering, LiveTime Service Manager. "This is the first enterprise application in the industry that allows customers to migrate from a help desk or support system into a complete ITIL service management system by simply replacing the license key, noted LiveTime CTO, Dr. George Vossos. "No database changes are required, which allows organisations to seamlessly migrate to full ITIL functionality as needs dictate or budgets allow."

Enhancements include:

Customisable Incident Management workflows
Single Sign On (SSO) allows immediate access without repeated logins
Performance increase of over 50% across all platforms increasing the number of concurrent users per machine by a factor of 2
Incident Analysis enables users to select from a list of proposed solutions for an incident
Projects enable incident templates to be grouped together with Quick Calls to speed profiling of common tasks
SLA contracts can now apply to Incidents, Clients or Organisational Units, so a single agreement can cover all items owned by either a user, a department, or a company, as necessary
SLA Breach codes are now incorporated so that technicians can justify and explain breaches when certain milestones are reached
Enhanced Knowledge Base enables articles to be grouped so that all related articles are available when browsing solutions


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