April 11, 2006 10:30 ET

Enterprise Management Associates: Touchpaper Brings ITIL-oriented IT Service Management and Service Level Management (SLM) to the Mid-Market

NEW YORK--(CCNMatthews - Apr 11, 2006) -


-- "Touchpaper reduces barriers with Web-based products that suit smaller infrastructures and smaller budgets of mid-market companies interested in ITIL and service management," according to leading IT Management Research and Analysis firm

Leading IT Management Research and Analysis firm Enterprise Management Associates (EMA) has published a paper in which it recognizes Touchpaper as a first-rate provider of mid-market service management and Service Level Management (SLM) with the introduction of the company's latest version of its service management solution, the IT Business Management (ITBM) suite.

In the paper entitled "Touchpaper and Mid-market SLM", Colorado-based EMA considers Touchpaper's ITBM product portfolio 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." According to EMA, Touchpaper's recent new product announcement is a very positive indicator for the growth potential of the SLM and BSM (business service management) market in the mid-market segment.

"The role of IT and customer service is rapidly changing, particularly as organizations become more complex," said Carl Grieves, senior vice president, Touchpaper. "Information technology is no longer seen as just a supplier of infrastructure but the department that is an enabler of an organization's overall business objectives."

Grieves continued: "Touchpaper's ITBM solutions have been designed to help position IT services as the strategic infrastructure for facilitating maximum employee productivity and customer satisfaction and pivotal to delivering the vision and goals of an organization as measured by Key Performance Indicators (KPIs). We are delighted that EMA shares our philosophy of making IT business management accessible to a much broader audience than was previously possible."

Lisa Erickson-Harris, Research Director for EMA, added: "The SLM and BSM markets have long been dominated by vendors selling to the largest enterprise customers and service providers. But as EMA has been propounding for a decade, SLM is a need for all companies - providing better IT business alignment and better visibility into IT's cost/benefit structure. With the introduction of Touchpaper's ITBM suite, Touchpaper has developed a fine product that delivers the functionality that a mid market organization needs at an affordable price."

To find out more and to view the complete "Touchpaper and Mid-market SLM" paper written by EMA, please visit

Touchpaper's ITBM portfolio provides an end-to-end solution covering all aspects of IT Business Management (IT service management, customer service solutions and network and systems management) in a modular form.

Touchpaper's ITBM suite can help deliver projects that drive business growth and value; meet customer needs and pre-defined levels of service; achieve governance and regulatory compliance; link business and IT strategies, plans and relationships; demonstrate the business value of IT; apply metrics to IT; budget and manage IT spending; and foster change in business processes and manage risk.

About Enterprise Management Associates (EMA)

Founded in 1996, EMA is headquartered in Boulder, Colorado, with an office in Portsmouth, New Hampshire. EMA's founder realized how critical it is to effectively manage enterprise platforms in the wake of the explosive growth of the Internet and globalization. Equally important is the need to offer custom solutions based on the client's capacity, need and budget.

Today, EMA is recognized as an industry leader in IT management research and analysis. Even with its rapid growth, EMA has never lost sight of the client, and continues to offer personalized support and convenient access to our Analysts.

About Touchpaper

With over 20 years of experience across the UK and Europe, the USA and Asia Pacific, Touchpaper is one of the most established and respected international providers of IT Business Management (ITBM) solutions.

Instrumental in redefining the move away from simple help desk products to complete ITBM solutions and services encompassing IT Service Management (ITSM), Customer Service Solutions (CSS) and Network and Systems Management (NaSM), Touchpaper now has over 1,700 customers around the world, supporting over 3 million users.

Touchpaper's goal is to help its customers deliver efficient, effective and secure IT and customer services through teams who exceed expectations for service and drive operational value through a combination of efficient operating procedures and leading edge technology.

Touchpaper is a member of the HDI (Help Desk Institute) globally and is an HDI Strategic Partner in the UK. It is also a global member of the IT Service Management Forum (itSMF).

Our headquarters are located in the UK with offices in the Americas, Europe and Asia Pacific.

For further information please visit or mail

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