Configuration & Usage

• Criticality and Impact Analysis
• Customer Contracts and Billing
• Effective use of Quick Calls
• Getting the most out of Surveys
• Localization
• Note Time and Time Tracking in LiveTime
• Public Holidays and SLAs
• RFC Approvers and Change Management
• Surveying Customer Sentiment
• Technician Scheduling and Availability
• NEWUsing the LiveTime ITSM Service Widget

Reflections

• Choosing Help Desk and Service Desk Software
• Code Quality and Release Cycles
• Enterprise Software and Scripting Languages
• NEWLiveTime 6.1 and the next generation of ITSM
• Open Standards, HTML5 and the Future of ITSM
• The Hidden Costs of ITIL Service Management
• Performance Scalability and ITSM
• Price negotiations in action
• Instant Upgrades and Investment Protection
• SaaS based Service Management
• Service Desk Success
• Solutions instead of Features
• Web based versus Web enabled
• Virtualizing ITIL Service Management

Integration

• NEWImplementing ITIL Service Management with LiveTime
• Asset Management Integration Engine (AMIE) – Part 1
• Asset Management Integration Engine (AMIE) – Part 2
• Email Request Management
• LDAP and Role based permissions
• Lotus Domino Email Integration
• Session Management using Web Services
• Setting up Federated CMDB Datasources with LiveTime ITSM
• Single Sign On (SSO) customization
• Single Signon and SAML
• Web Services and ITIL Service Management
• ZENworks Configuration Management

Process Improvement

• From Help Desk to ITIL Service Desk
• Harnessing Intellectual Capital
• Improving Service with a Federated CMDB
• Integrated Process Design
• Managing Customer Expectations
• Request Fulfillment and LiveTime
• Service Portfolio Management (SPM) and LiveTime

Technology

• Cross Browser Compatibility
• Geo Location Cloud Service
• High Availability and Clustering
• Multi-tenancy for Service providers