InteQ, a provider of On Demand IT Service Management solutions, reportedly announced upgrades to InfraDesk, the company’s Information Technology Infrastructure Library software-as-a-service, or “SaaS (News - Alert)” Service Desk application.

 

InfraDesk is delivered as a service over the Web based on InteQ's unique ITIL process automation approach. The Service Desk solution provides the foundation for IT organizations service delivery and operations to ultimately support overall service strategy.

 

The latest upgrade include enhancements to the Self Service Portal, Service Level Management module and the ability to add dynamic custom fields to the different ticket types without any kind of programming, officials said.

 

The InfraDesk as a software-as-a-service helps clients receive upgrades without incurring costs or disruptions, said Yash Shah, president and chief technology officer, InteQ.

 

 “This latest upgrade encompasses a number of enhancements that have been directly influenced by our clients and our own operational experience using InfraDesk to support our own managed service customers,” Shah said in a statement.

 

The service level agreement enhancements are designed to improve the IT organization's ability to comply with SLAs internally and hold external vendors and service providers accountable in a measurable and well-defined manner impacting the overall outcome.

The latest InfraDesk solution automatically recognizes the severity of a ticket based on its content and requires the system to automatically follow the service level agreement in place based on the affected business or service.

 

InteQ has simplified the end users' screen view and submittal process and the functionality of the service catalog to encourage end users to search for and resolve their issues. Employees and customers gain the ability to update the status of their tickets by responding to the tickets through email or the portal and notify the service desk accordingly.

 

Custom field enhancements provide the ability for system administrators to configure custom fields for different tickets and configuration items. With this upgrade, users creating a new ticket will receive a set of custom fields required based on the support request.

With integration enhancements, InteQ helps third-party tools create tickets in InfraDesk. This mechanism allows external systems such as Openview, Remedy, Sharepoint and Data Marts, among others, to create tickets in InfraDesk via XML. All these features allow a single view and management of all incidents in the IT organization.

 

Customers who have implemented InfraDesk as their help desk application can receive these enhancements through a seamless upgrade that do not disrupt their environment. They can also benefit from the new releases and improvements without incurring additional costs or having to perform any data recovery, transfers or maintenance, officials said.

 

In other news, InteQ recently announced that InfraDesk has won the Stevie Award for "Best New Product" in the SaaS category from the 2009 American Business Awards.

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