Xperience is a 100% web-based application, designed for managing the processes involved in IT Service Management – Incident Management, Problem Management, Change Management, Configuration Management, Service Level Management and Release Management, that all need to be controlled within an organisation by a centralized system.

In an IT business model driven by cost imperatives, Xperience assures an immediate return on investment delivering user-friendly support in automation of IT service management processes.

Basis IT is one of the first companies in Italy to develop a totally web-based application for managing and organising services.

After years of experience and expertise in out-tasking and out-sourcing, Xperience is the result of solutions that have proven to be effective, efficient and adaptable.

Basis Information Technology supports and promotes the ITIL principles and methodologies having designed Xperience suite products to ITIL standards from the earliest versions of its products.

Xperience offers specific tools for all ITIL disciplines and is the ideal instrument for all organisations that aspire to ITIL certification.

By guiding you intuitively through the ITIL processes, Xperience enables you to evolve from simple administration to active direction of your infrastructure.

With integrated access to E-Mail messages (Mail Message Access) a simple electronic mail message is all that is needed to enter a ticket straight into the Xperience system. Specially designed features facilitate classification and identification of service requests. The means of creating configurable sorting queues has considerably benefited the workload of support teams.

BelManage is the IT management system designed for the Internet Age. Belarc’s IT Portal architecture allows users to simplify and automate the management of all of their desktops, servers and laptops throughout the world, using a single database and Intranet server. Reports include Security Audits, Software Licenses, W2000 and XP upgrades, Change History, Health Status, Trend Logs and more. BelManage features include the following:

TaskPool is an Internet system for dealing with various types of requests. A specified group of users (Submitters) submit requests (tasks, errors, etc.) to TaskPool. Another group (Implementers) then accept the tasks submitted and deal with them. The Implementer may ask that the request be further specified through the TaskPool or can share information. The Submitter can also share information through the system in a similar manner. The TaskPool records all communication, displays it in a well-arranged fashion, and passes on information about any changes made. As soon as the request has been dealt with, the Submitter has the option of either accepting it or returning it for further work.

HelpDesk is a supplementary module to TaskPool and helps ensure the sophisticated management of your helpdesk requirements. The HelpDesk module allows anyone to submit a request via the online form and your website or e-mail. Support workers then process the request in TaskPool. The customer is informed of the status of dealing with the request by e-mail and further communicates with the implementer with the help of Internet interfacing, as part of which he has a complete history of the request at his disposal.

In addition to these two modules, OrderBook helps small and medium-sized businesses in the spheres of information technology, electronics, or other equipment effectively manage orders. Thanks to Internet interfacing, service employees can submit requests for service intervention at any time whatsoever and then deal with these. The customer is informed of the status of the order by e-mail with a link to Internet interfacing.

RT is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users.

The RT platform has been under development since 1996, and is used by systems administrators, customer support staffs, IT managers, developers and marketing departments at thousands of sites around the world.

Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers.

RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.

RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.

RT will become your organization’s focal point for tracking tasks, issues, knowledge, and collaboration. It’s easy to submit, assign, prioritize, search, escalate, and report on issues, and RT keeps track of each ticket’s full history and metadata to help your organization better retain knowledge and analyze trends.
RT can track multiple projects for multiple teams within a single installation. It tracks critical system metadata, including time spent per action, due dates, and estimated time to completion.

RT’s web interface comes complete with an intuitive “iterative” search interface that allows end users to construct complex queries by pointing and clicking within their web browsers. Users can save and edit queries later, using their browser’s “bookmarks” feature.

bigWebDesk is a versatile tool that benefits everyone from end users to the administrator. bigWebDesk gives you the advantage of linking asset information with your work order history. Multiple departments throughout your organization can utilize bigWebDesk giving your end users one common tool for all service requests including plumbing, janitorial, administration, and technology. Being compeletely web-based, implementation can be done in less than an hour with little or no end user training.

bigWebDesk is a fully web-based service request/helpdesk and asset management software solution. Transition into bigWebDesk is made simple by the highly customizable ticket fields and routing options. The checks and balances in bigWebDesk ensure accountability and higher team productivity by creating order from the current chaos. bigWebDesk streamlines communication between your end users and their service providers by eliminating unthreaded emails, phone calls, and faxes. With an official place to enter and manage all work requests, users will become more self sufficient requiring less assistance from a helpdesk operator. Once implemented, users will gain confidence that their work requests will not be lost minimizing the need for redundant requests. bigWebDesk will also provide your organization with ticket costs anaylsis, real-time knowledgebase, scheduled and preventive maintenance, easy to use reports, and a robust asset management system.

The website for bigWebDesk offers a free live demo, as well as several streaming flash demonstrations of various features of the software.

Razordesk is the perfect companion for your sales and support team. With its intuitive web dashboard the support desk will be a vital tool enabling your staff to coordinate customer issues and respond in a timely and professional manner. All your customers need is access to the Internet. With one of the managed services, so does your organisation. You can be up and running in minutes.

Razordesk was originally commissioned for use in the IT support industry. Since 2001 it has been refined and recently completely re-written to conform to Microsoft’s .NET platform, making it easier to adapt to future requirements.

Razordesk is fully web-based, and works best with very latest versions of Microsoft Internet Explorer and the new but popular Firefox browser. This avoids any need to install special software on end users computers, whether they reside in your office or sit thousands of miles away. With the rented options Blue Tang take care of the hosting on your behalf, leaving you with no hardware and software requirements at all!

Billing your clients is made dead easy with razordesk, simply add the hours and minutes to each ticket as and when required then at the end of the month go to the reports tab and request a billing report.

Each bill produces an itemized list with a coment against each individual time component. A grand total is shown divided up into hours used against Low, Medium and High prioity tickets. The bills can be printed out individually for each customer, complete with letterhead and customer address.

With BMC Remedy Service Management applications, you can ensure IT service levels and discover, understand, model, respond, or track IT system problems and business services failures—all to help speed the attainment of Business Service Management (BSM). Our IT Service Management products support industry best practices, including the IT Infrastructure Library (ITIL®), to help measure and communicate the value and impact of IT initiatives on revenue, profits, and shareholder value.

The BMC Remedy Service Management product portfolio not only streamlines the processes around IT service desk, asset management, change management, and service level agreements, but it also enables you to link your business services and IT infrastructure to help you manage the impact of technology changes on business and business changes on technology—in real time and into the future. In addition, you can define and measure service levels, understand and optimize the end user experience, balance current and future infrastructure investments, and view potential impact on the business via a real-time service model. All of this helps you manage what matters to deliver Business Service Management (BSM).

The BMC Remedy Service Management portfolio includes the following IT Service Management product packages:

BugAware is a complete Bug Tracking Software solution which includes features found in all of its major competitors, but at a fraction of the cost. BugAware is available as both an ASP Hosted and an installed solution. The ASP Hosted version is available immediately for a small monthly fee of only $7 per user. Organizations with more than 25 users receive any additional user license for Free. The install version offers unlimited users within the organization, the source code is included and you get free upgrades to version 4.0.

Through a sophisticated interface, users can send help desk requests, track issues and bugs, and manage teams with ease. Critical and important tasks are easily recognized through a unique color-coded priority task list. Tasks can be sorted by urgency, issue, type, status and author and published in a printer friendly format for hardcopy output.

Email alerts keep staff communication open as users are instantly notified of task changes. Managers and stakeholders are also kept in the loop. Each task has its own discussion thread attached keeping a complete history of the communication between affected staff members. Daily email alerts are sent each morning informing users of their top priority tasks needing attention. Managers and team leaders are able to view and organize their team tasks giving them the ability to see exactly what is being done and what needs to be done. Every aspect of the Bug Tracking Software is configurable. The BugAware administrator can create and modify systems, custom fields, task type, task status, priority and even the colors representing the task’s urgency.

BusinessLine is the European provider of the full web software package Global e-line, dedicated to Customer Service and Support Services. The Global e-line solution enables companies to optimise the quality of their Help Desk services and customer relationships (CRM).

Fully integrated, flexible, evolutive, and adapted to quality programs, Global e-line contributes to keeping the IT, telecom and industrial infrastructures operational, as to reach the highest level of satisfaction for both internal and external users (ERM and CRM).

Global e-line can be completely customized to your company context thanks to a powerful configuration, which allows customization of the vocabulary, the procedures, etc. The software enables you to quickly register customers’ inquiries and the experts’ answers. Global e - line archives the files in the solutions base so it is easy for your experts and your clients to consult this base to find solutions for problems that have already been processed.

The ASP Solution is the standard Global e-line solution, with the same services (configuration, training, hotline), but hosted by a Provider. Global e-line is thus not hosted on the client’s local intranet but on an ASP extranet.

Advantages of ASP:

extendedReach is a web-based case management system. It can be used by a single agency, or across organizations, creating a connection between agencies, government, and funding sources. Caseworkers manage their workloads through a personalized portal that ensures critical client information is accurately captured, reviewed, and shared in real-time.

extendedReach is a revolution in case management. Governments, agencies, and funding sources can securely share critical data in real-time - reducing double data entry, inaccuracies, and delays.

extendedReach solutions have been deployed in several states and are used daily by hundreds of case workers as an integral part of their job. With extendedReach, caseworkers can manage their caseloads within a personalized portal with easy access to their case roster, due reports, and case activity.

The software can save hundreds of hours consumed locating, printing, mailing, delivering, faxing, signing, revising, collecting, consolidating, reporting, and filing client information. Because information is stored in an on-line, collaborative environment, more people have accessed and reviewed the data - reducing the chances of errors and omissions.

extendedReach allows users to continue to work in Word. The system automatically generates documents based upon information that has already been entered into the system. Double entry is a thing of the past. In addition, documents are automatically stored on-line. This reduces the time it takes to create these documents by 50% in many cases.