• English
• German
• French
• Spanish
• Russian
• Romanian

English

City of Prescott Implements LiveTime® Help Desk for City Wide IT Service Management

This major municipality joins the list of converts to LiveTime’s scaleable, web-based solution.

Newport Beach, CA September 8, 2004 -- LiveTime Help Desk, a leading web-based helpdesk management tool, has been deployed to manage the support of all IT systems and infrastructure for the City of Prescott, Arizona. This is the latest example of a trend that has more and more companies switching from incumbent solutions to the vendor-neutral, J2EE solutions offered by LiveTime Software.

The city’s Information Technology Department chose LiveTime because they were struggling with the limitations inherent in their previous systems, and required more robust accountability. As a million dollar plus business unit supporting over 500 employees in 22 locations, there was an ongoing requirement to show where resources were spent and by whom. LiveTime’s reporting features provide that data and also the ability to spot trends and plan for future requirements.

The displaced solution was a combination of products, which relied on outmoded client-server technology and lacked the necessary reporting features. In addition, the inability of the old system to scale was a major concern. “We wanted something scalable and web based,” said Nate Keegan, Operations Manager for the City of Prescott. "We used Track-it® and Wonderdesk® previously and they were too narrow and restrictive. We had to work around their limitations versus having a powerful solution." LiveTime Help desk is completely web based and uses a highly scalable architecture designed to support tens of thousands of users and customers. Designed to run on multiple platforms, it can be deployed on a wide variety of hardware and software to maximize existing infrastructure.

A quick and seamless conversion to the new system was essential and LiveTime made that possible. In fact, the new system was up and running within days of installation. “LiveTime represents an improvement by several orders of magnitude over what we had,” Keegan stated. The application choice was further justified by the support received during the installation process. “We have had nothing but positive experiences from LiveTime’s support department,” he said.