Monitor 24-7 Inc releases IncidentMonitor™ v 9.0 together with 10 ITIL® v3 processes

Online, June 17, 2010 (Newswire.com) - Monitor 24-7, who produce the service desk software IncidentMonitor™ have released version 9.0. IncidentMonitor™ is ITIL compatible, and allows companies to optimize internal, as well as external, customer support.

The focus in this release has been the development of many exciting features around the ITILv3 certification. Version 9 now supports 10 ITIL processes; all have achieved PinkElephant's PinkVerify™ certification and are provided at NO ADDITIONAL COST. All processes are fully integrated and are highly configurable to meet any customers' requirements. Additional features include intelligent service portfolio which greatly improves customer and IT interaction providing users with security-controlled access to the organization's services, including budget insight; and system configuration to provide an aggregate of all hardware, software and interface CIs into a single, manageable version-controlled entity.

Version 9 builds on the robust service management features and targets both SMB and enterprise organizations that need to efficiently manage customers & processes, using a proven best practice framework.

IncidentMonitor v9 ships with the following certified ITIL v3 processes:

- Incident Management
- Problem Management
- Request Management
- Service Catalog Management
- Change Management
- Release & Deployment Management
- Knowledge Management
- Event Management
- Service Level Management
- Service Asset & Configuration Management

Other new features include the following:
• Service Portfolios - Service Portfolios greatly improves the customer/IT interaction. Customers can access services, search the portfolio for approved services and be presented with relevant details regarding the service, such as hours of operation, cost, SLAs, etc. Since the sections in the portfolio leverage the underlying IncidentMonitor framework, portfolio sections are security controlled and displayed in the customer's language of choice.
• System Configurations - System Configurations provides an aggregate of all hardware, software and interface CIs into a single, manageable entity which can be versioned to detail the current production system. For example, ERP may be a system configuration which is described by the underlying hardware, software and interface CIs that support the ERP business service.
For a full list of features, please contact Monitor 24-7.

"As a result of our on-going mission to provide the best solution to our customers and companies looking for a service desk/ITIL solution, we have added 10 ITIL-compatible processes which are provided FREE OF CHARGE", said Scott Walling, Managing Consultant at Monitor 24-7 Inc. "We have differentiated ourselves from all other vendors in this market by providing an out of box solution which will allow customers to be up and running in 2 - 3 days with ITIL-compatible processes." Walling continues, "Since the ITIL processes are implemented within the configurable IncidentMonitor framework, the processes can be quickly adapted to support the organization's specific ITIL requirements."

IncidentMonitor continues to be the only solution which can be implemented by organizations of all sizes, across all industry verticals. IncidentMonitor's robust, enterprise solution supports the ITIL processes of large, global organizations as well as SMBs needing to benefit from ITIL and service desk processes at a fraction of the cost of the other enterprise solutions in the market. IncidentMonitor is currently being used by large organizations supporting millions of end users across multiple geographical regions and languages.

IncidentMonitor is also available as a Software as a Service (SaaS). IncidentMonitor SaaS provides customers with IncidentMonitor ITIL-aligned processes using a subscription licensing model. Under the SaaS model, customers do not implement, upgrade or administer the hardware, software (database, operating system, IncidentMonitor) or network; thereby significantly reducing the initial and on-going cost of the solution.

To view a demo of IncidentMonitor v9, visit us at www.monitor24-7.com; email [email protected]; or call at (866) 364-2757 (North America) or +31 84 759.8485 (Europe).

About Monitor 24-7 Inc.
Monitor 24-7 Inc is a privately-held software company with a distinct customer-centred approach to product development. Since entering the software industry in 1999, the company maintains its commitment to offer the best product at the best price to the service desk industry. Monitor 24-7's innovative approach to software design and development coupled with its commitment to providing superior customer service allows it to meet and exceed the ever-changing needs of the service industry.

Monitor 24-7 has experienced significant growth over the years, and seeks to change the long-held tenet that "an enterprise solution must be expensive", by providing everything your service desk needs, at a price you can afford. For more information or to sign up for a web demo, please visit www.monitor24-7.com or contact [email protected]. For media inquiries, please contact [email protected].