GWI's iSupport 9.0 Help Desk Solution is Timed for the Upturn

It may seem counterintuitive but a slow period when one’s budget is tight is the best time to buy and install a new help desk solution. Why? Because when a company or organization gets busy, when employees are working computers and other IT assets at 110 percent, is when it can least afford downtime, lengthened by older, less capable support products. With more signs of an economic upturn appearing here is a literally golden opportunity to make that investment.

 

This excellent logic is what GWI Software is counting on with the development and release of its newest product, iSupport® 9.0, which is an integrated, ITIL v3-compliant help desk software. Built on an existing robust platform, iSupport 9.0 has some 45 new features in these categories:

 

--Configuration Management Database. iSupport’s CMDB functionality is used to track the assets, services and other resources that are crucial to operations. The key goal is to help firms understand the relationships between these components and track their configuration. The CMDB minimizes risk and increases visibility

 

--Service Catalog. The feature lists the services companies provide to customers and/or employees. Service Catalog functionality enables customer requests of services, products and policies/procedures by utilizing configured Change and Purchase templates. Requests can be made by support representatives via the Desktop and by customers via the End User Desktop

 

--Service Contracts. iSupport 9.0 enables creating and managing service contracts for customers. Firms can track and restrict incidents and changes for customers, companies and/or assets. Contracts can be based on work item count, hourly count, duration, or a combination

 

--Multi-Browser Support.  iSupport 9.0 runs on browsers including Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple (News - Alert) Safari

 

--Graphical/Ad-hoc Approval Enhancements. iSupport 9.0 graphically displays the approvers and status of each approval in the process. iSupport 9.0 also enables users to initiate an ad-hoc approval cycle and modify approvers on the fly

 

--SNMP Asset Scanning.  iSupport 9.0 enables automating the inclusion of non-WMI assets through SNMP asset scanning. Users can include information on various network items such as printers and routers in their asset management activities

 

“While many companies have tightened their R&D budgets significantly during these turbulent times, our 18 years in business have taught us that cost-cutting should never come at the expense of your product,” says Daren Nelson, Founder and CEO of GWI Software. “While this year has been slower than recent years for GWI, we have learned from the past that economic downturns are the best time to add even more value to our solutions then we might in busier times. We believe that adding 45 new features in iSupport 9.0 has put us in an excellent position to capture more market share as we see the first signs of an economic recovery in 2010.

 

“We are proud that we have controlled costs and remained profitable without cutting any employees or outsourcing any part of our business. I don't know of any other company that has consistently delivered the amount of new product, year after year, than GWI Software.”