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Hornbill to end the SaaS debate with latest release?

Hosted, on-premise or SaaS; it is a decision that procurement professionals know will have long-term implications when deciding to replace their service desk, yet Hornbill has posed a different question – why choose at all? With the launch of, Hornbill says Supportworks service management software customers can now use whatever delivery mechanism suits them, […]

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Apple devices need IT support too

Recognition of the increasing number of devices running Apple iOS in the workplace has led Bomgar to release a remote support suite to assist in the management of iPhone and iPad. iOS Customer Client enables support desk staff to screen share to assist in diagnostics and troubleshooting, as well as sharing and updating of issue progression, […]

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Seven heaven for House-on-the-Hill

Software from House on the Hill used to manage IT service management has been customised to run six other business functions, including customer service, facilities management and complaints handling. The cloud-based SupportDesk i3 product has also been designed to manage freedom of information, managed services and HR. House on the Hill says that customers can […]

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Bomgar brings remote support into focus?

Ensuring service desk managers have visibility and control over remote support sessions on par with issues logged in the traditional way is the aim of a dashboard product being released by Bomgar. Unlike most incidents, which are logged, analysed and reported on, Bomgar says the majority of remote support sessions are flagged as either ongoing […]

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New dawn for customer service software?

Sunrise Software has launched Sostenuto CSM, an application designed to improve external customer service by managing the lifecycle of consumer issues and allowing all staff within the business to contribute to the service experience. Sostenuto CSM enables the formation of virtual customer service teams, made up of staff from different departments and even off-site third […]

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Hornbill opening the door to proactive service management?

Hornbill has announced the latest release of its Supportworks ITSM software offering integration with Twitter and mobile devices to encourage service desks to engage customers in a more proactive way. Version 3.2 identifies and monitor trends, hashtags and keywords, discovering issues often missed in traditional communication. The software can also match customers tweets with records […]

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FrontRange deliver lifecycle suite

FrontRange has announced the launch of Desktop and Server Management 7 (DSM7), the latest version of its lifecycle and configuration software. DSM 7 builds on its previous incarnation’s ability to automate and regulate desktop and server management, with features including enhanced Windows 7 readiness, virtualisation support, management reporting, and extended platform support for Linux and […]

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Omninet arrives in the UK

Omninet has announced its expansion into the UK and Ireland with the launch of its Omnitracker service management suite, with a roll-out campaign supported by partners PrisaTec, and Smatra Group. Hoping to build on growth across continental Europe over the past few years, the company is aiming to deliver its PinkElephant verified platform through its […]

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Who to meet at the Service Desk & IT Support Show – part 5

In the fifth of our Service Desk & IT Support Show (SDITS1) previews, we look at the category remote and mobile support. – Citrix Online will be showing its latest collaboration tool GoToAssist, providing secure remote technical assistance with increased first-call resolution, resulting in a more streamlined operation, the solution also comes in two flavors […]

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