September 16, 2009 03:05 ET Continues Rapid Pace of Innovation With New SaaS for ITSM Upgrade Fall 2009 Release to Help Improve IT Service Quality and Information Usability With Enhanced Knowledge Management and Customer Satisfaction Surveys

LONDON--(Marketwire - September 16, 2009) - EMEA Executive Briefing and User Conference --, the pioneer of modern SaaS for IT service automation, today announced details of the Fall 2009 release scheduled for Sept. 25, 2009. The new features are designed to help IT service management (ITSM) organizations improve IT service quality based on immediate customer feedback gained through interactive knowledge management and customer satisfaction surveys.

The Fall 2009 release will help ITSM organizations better consume and display IT service data through graphical timeline charts and pivot-table reporting. In addition, continues to provide consumer Web-inspired functionality to IT organizations with improvements to its employee self-help Web content management system, more global search, and more one-click UI controls. customers will automatically receive the new Fall 2009 release functionality on Friday, Sept. 25 while most are home for the weekend. All customer application customizations will be preserved through the update process. To provide customers with the latest in ITSM technology, delivers three major releases per year as part of the customer's subscription license.

Highlights of the Fall 2009 release include:

New knowledge management - Knowledge in is now more searchable and relevant and further promotes efficient IT self-service. Multiple points of knowledge feedback integrate with the reporting engine for continual IT service measurement.

--  Now supports knowledge centered support (KCS) methodologies
--  Real-time article feedback improves knowledge relevance
--  New reporting for popular searches, search terms used, feedback and
    article ratings
--  Article lifecycle status displayed using workflow stages
--  Refined search results help find the right knowledge faster

Task-based customer satisfaction surveys - surveys are now more easily distributed and feedback more quickly analyzed.

--  Definable survey conditions define how, when and to whom surveys will
    be distributed
--  Survey responses are now linked to tasks, providing focused customer
    satisfaction reporting
--  Surveys are tied to specific incidents, technicians, processes, etc.
--  Sample reports and dashboards provide immediate access to performance

Graphical timelines - Inspired by modern consumer-Web reporting, provides a new graphical timeline display to visualize time-based records in an easy-to-analyze interface.

--  Easily create custom timelines
--  Integrated with change management and general
    scheduling and calendaring applications

Pivot tables - Power spreadsheet users will love the new pivot table functions found in the reporting engine. Flexible pivot tables quickly sort, count, total, average, and summarize mass amounts of data. reporting is embedded throughout the application as a native feature.

--  Easily create and publish reports in any browser
--  Analyze and cross-reference data quickly within a single report
--  Clickable cells allow users to drill into more detailed data
--  Hover over cells for more information

Self-help Web content management system improvements - Unlock the full potential of IT self-service by providing a familiar business-to-consumer IT service portal with the corporate look and feel.

--  Create multiple portals for IT self-service, HR, facilities, internal
    IT, etc.
--  Define portal style sheets for divisions, countries or business units
--  HTML editor image library eases image access and management
--  Specify simple portal URLs

The Fall 2009 release also extends global search to include file attachment formats like .pdf, .html, spreadsheets and text documents. In addition, customers can now increase or decrease UI font size with the click of the mouse, and language selection now available from the log-in screen.

A recorded overview webinar and demo of the Fall 2009 release is available at Alternatively, a live, open instance of is always available at (no registration required).

Pricing and availability

New Fall 2009 release features will be automatically available in customer instances on Friday, Sept. 25. is offered through a subscription license with volume discounts available.

About enterprise IT service automation software combines ITIL v3 process support, software-as-a-service (SaaS) delivery, and modern Web functionality to provide a flexible, intuitive and self-managing application. was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company has about 300 enterprise customers worldwide. For more information, please visit

Contact Information