Press Release

InteQ Signs Eastern Mountain Sports as Newest Client on InfraDesk

Eastern Mountain Sports has chosen InfraDesk, On Demand Service Desk, to increase help desk application functionality not available in previous app TriActive

Bedford, Massachusetts, June 10, 2009:

Eastern Mountain Sports, a leading outdoor retailer, has replaced their TriActive help desk application with InfraDesk, an On Demand Service Desk. By implementing InfraDesk, Eastern Mountain Sports has reduced infrastructure costs, adopted a streamlined workflow and integrated a complete knowledge base.

Key drivers for making the switch include the cost associated with an upcoming renewal of Eastern Mountain Sport's existing TriActive help desk software in addition to the lack of functionality the software afforded specifically as it related to the workflow engine and knowledge base integration. InfraDesk provides a streamlined workflow that enables the ticket to move through a pre-defined path in a measurable and controlled manner. The integration of a Knowledge Base was also essential to Eastern Mountain Sports to enable accelerated issue resolution by providing the ability to query and record solutions.

"In addition to reducing our costs and removing our need to budget for renewals, InfraDesk will increase our productivity and time to resolution due to the integrated Knowledge Base. We expect to notice a significant uptick in the time to resolve issues as well as the time required for new hires to get acclimated to the system. This is a direct result of InfraDesk's Knowledge Management module which enables our IT Support Agents to query solutions populated by historical data," stated David Lemaire, Director of Information Technology Services, Eastern Mountain Sports. "The Adaptive Workflow Engine within InfraDesk has also streamlined the movement of our to tickets by driving the action based on the user's role and the content within the ticket."

InfraDesk is delivered as a complete out-of-the-box ITIL-based Service Desk suite with built-in adaptive workflows which enables organizations to complete implementation in less than 30 days. In order for IT organizations to gain the full benefits upon implementation, InteQ takes a partner approach and provides training and consulting to organizations to successfully plan a roadmap for implementation and process improvements.

"Similar to stories we have heard from other clients, Eastern Mountain Sports had not recognized the capabilities, let alone the cost savings, that a SaaS-based application provided. We are pleased that InfraDesk has been an asset to them since implementation by enabling them to adopt a help desk solution that is bost measurable and controlled," Yash Shah, President & CTO, InteQ. "Out partnerships with our clients are what make them successful. Not only do we provide a tool that is cost effective, but we educate them on how to maximize its use to reach their individual goals."

To request a demo of InfraDesk, click here.

InfraDesk - an On Demand Service Desk Solution

InfraDesk is an On Demand Service Desk application delivered as a service over the web based on InteQ's unique ITIL process automation approach. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations to ultimately support overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk enables large organizations to eliminate costly maintenance upgrades and lengthy implementation cycles commonly associated with traditional software models while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility.

About InteQ

Founded in 1995, InteQ is a leader in on demand IT Service Management (ITSM), providing a comprehensive suite of managed services, an on-demand service desk solution, and award-winning training and consulting in ITIL, the IT Infrastructure Library. InteQ's on demand solutions have been successfully implemented in over 90 countries through its global service delivery model with operations in the United States and India. For more information, visit www.inteqnet.com or contact 888.4IT.MGMT.

About Eastern Mountain Sports

Founded in 1967 by two New England rock climbers and based in Peterborough, N.H., Eastern Mountain Sports is one of the nation's leading outfitters of outdoor gear, clothing, footwear and accessories with 64 retail stores in 12 states. Eastern Mountain Sports designs and sells products for outdoor adventurers who participate in a variety of sports, such as mountaineering, backpacking, camping, hiking, adventure racing, climbing, kayaking, mountain biking and snow sports. Eastern Mountain Sports product and technology tested by its product development and quality assurance teams in conjunction with the Eastern Mountain Sports Climbing, Kayaking and Ski Schools. More information is available at www.ems.com.