The new software release
provides expanded IT business management functionality to support business
strategies and deliver increased efficiencies across commercial and government
organizations globally.
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 addition of three new modules:
Touchpaper ResourceManager – This module provides organizations with the
ability to schedule tasks and manage overall workloads for analysts and teams
enabling departments to work more efficiently while avoiding resource clashes
and potential Service Level breaches. In addition, Touchpaper ResourceManager
provides seamless integration with other vendors’ systems, thereby
facilitating use of standard scheduling packages such as Microsoft Outlook,
Lotus Notes and Novell Groupwise.
Touchpaper PassMe – This module provides analysts with the ability to
rapidly reset end user passwords. Alternatively, end users, customers or
citizens can reset their own passwords as part of a wider ‘self service’
methodology. Providing a rapid resolution to what is considered to be the most
common and repetitive of tasks enables support analysts to focus on resolving
more complex issues and so further improve both internal and external customer
satisfaction. The market estimates that the use of password reset technology
allows organizations to re-deploy 10% of service desk staff, freeing them up
for tasks which have more strategic value or a direct impact on the bottom
line; reduces the number of password reset calls by 50 percent and lowers the
cost of password reset by 20 percent.
Touchpaper NetworkManager – This module provides pro-active, pre-emptive
network control and highlights network issues before users become aware of
them. Early warnings of potential service ‘outages’ as well as the ability to
spot trends such as when network utilization is at its highest ensures that
the support function is able to maximize service availability both by
preventing service failures and scheduling changes to take place when they
will have the minimum impact.
“The Touchpaper ITBM suite is driving the future direction of service
management and delivering tangible benefits to customers,” said Touchpaper
senior vice president, Carl Grieves. “Since introducing the new portfolio at
the beginning of this year, we have seen a significant amount of interest in
both our IT business management approach and our product set. Feedback from
both prospects and customers has been hugely positive and corroborates our
belief that we are offering innovative software solutions that are helping
organizations around the world to add strategic value to their overall
business.”
“Plum Creek is committed to the highest standards when it comes to
managing our IT services across our organization and Touchpaper’s ServiceDesk
has met our standards,” said David T. Wojciechowski, IT Customer Services
Manager of Plum Creek Timber Company. “We have recently deployed Touchpaper’s
ServiceDesk and are already reaping the benefits, particularly because it has
provided us with an ITIL framework in which to deliver IT best practice.”
Recent reviews from industry analysts further support the philosophy and
product strategy of Touchpaper:
Butler Group: Technology Audit on Touchpaper’s ITBM Suite, published in
March, 2006. Butler Group(*) says “Touchpaper’s IT Business Management (ITBM)
approach distinguishes it from its competitors” and believes Touchpaper’s
product comes at a critical time in the market when there is increased
pressure on organizations to run IT as a business and to move away from being
a pure cost center.
Enterprise Management Associates: Impact Brief entitled “Touchpaper and
Mid-market SLM”, published in March, 2006. Enterprise Management
Associates(**) considers Touchpaper’s ITBM suite as one of only a few
solutions “breaking the barrier with Web-based products that suit smaller
infrastructures and smaller budgets of mid-market companies interested in ITIL
and service management.”
