Tuesday, July 21, 2015

With ServiceDesk 2.2, MAX Moves into the PSA Market

I received a note this morning from the folks over at LogicNow - the makers of MAXfocus. With "ServiceDesk 2.2" MAX's service desk is moving into the full "PSA" space - professional services automation.

I've been using the MAX ServiceDesk for about a year now. And it has been a good ticketing system. With the changes in version 2.2, it is quickly moving into the PSA space. Here's their official announcement:

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DURHAM, NC – 21 July 2015 – LogicNow has today announced the launch of a major update to MAX ServiceDesk, part of the MAXfocus product suite, the world’s most widely trusted managed service provider (MSP) and IT support platform. ServiceDesk 2.2 has a streamlined user interface with specific improvements to help MSPs improve productivity and manage their workload more efficiently.

The updates to MAX ServiceDesk are in response to feedback from LogicNow’s 12,000-strong community of customers, partners, MSPs and industry leaders. The improvements are focused on providing MSPs better management of agent scheduling, time tracking, issue and customer management and further focuses on helping MSP’s improve their day-to-day operations.

The new user interface reflects a continued focus on making MAX ServiceDesk easier and more intuitive, shortening the training time for new team members and reducing the time taken managing customer issues. Individual client accounts can also be supervised more closely
through improved ticket management that shows the full and detailed progress of each ticket, thereby improving efficiency and customer service. New scheduling tools also enable better management of resources and engineers’ time, reducing overtime burdens.

“It is frustrating for IT Service Providers that many of the obstacles inhibiting their growth are the same as those they faced five or even ten years ago – time tracking and productivity management are still causing issues for those ambitious companies wanting to reach the next level,” says Alistair Forbes, General Manager at LogicNow. “After detailed consultation with our customer community, we have therefore developed ServiceDesk 2.2 specifically to help overcome these hurdles. Excellent customer and issue management can be a huge deciding factor in the success of an IT service provider when trying to grow or move from break/fix to MSP.”

Joe Mitchell, Business Support Engineer at Cloud Computer Services, says: “The new UI has really improved - it’s clearer and less cluttered with better access to and visibility of key information. By placing the most important information on the main dashboard screen, I get a full picture of all the queues, SLA warnings and breaches without needing to dig through menus or produce reports.

“All of our agents have seen a marked improvement in efficiency since we moved over to ServiceDesk from our previous solution. The 2.2 upgrade has further improved our internal processes for assigning tickets and accessing client data.”

“The best feature in this release - by a mile - is the custom views. I can build as many custom views as I like, so I can focus on a particular task or queue without all of the other information getting in the way. For me, getting a clear picture is key and ServiceDesk 2.2 nails that.”

The new upgrade will be available globally to new customers and across MAXfocus’ existing and growing MAX RemoteManagement client base.

About LogicNow
LogicNow is the global market leader in the delivery of integrated cloud-based IT Service Management solutions to Managed Service Providers and end user businesses. LogicNow’s products, including its integrated Remote Monitoring and Management platform, hosted email security, enterprise–grade backup and recovery solutions and its service management platform, deliver highly accessible and scalable SaaS solutions under a subscription model.

As the provider of the world’s most widely-trusted managed service provider & and IT support platform, LogicNow has a decade of cloud-based application development and deployment expertise, the backing of a 12,000-strong community and the industry vision to define and deliver the future of the MSP market.



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