Press Release
Apps Associates Chooses InfraDesk
ITIL SaaS Service Desk to Support Delivery of Managed Services
to Clients Worldwide
Global service provider, Apps Associates, makes the
switch from Salesforce.com to InfraDesk to accelerate ITIL
adoption and benefit from Service Provider ready SaaS solution
Bedford, Massachusetts, February 23,
2010:InteQ, a leading
provider of
On Demand IT Service Management, announced today
that Apps Associates has implemented InfraDesk, ITIL
SaaS Service Desk, to support delivery of managed services to
clients globally. Delivered as a software-as-a-service
application, the benefits to Apps Associates included the
ability to track and manage workflows unique to each customer,
adopt ITIL best practices and implement a formal service level
agreement (SLA) management process using a single instance of
the application.
Apps Associates had extended Salesforce.com
from sales to the service desk to enter and track support
requests. Significant growth and the desire to adopt a formal
ITIL best practices framework were compelling factors for
recognizing the need to switch to a more robust and managed
service provider (MSP) ready service desk application. In
addition, the previous solution did not provide the capabilities
required to manage and track SLAs for their customers.
"To meet the demands of our rapidly growing
managed services practice, InteQ's InfraDesk solution was a
natural choice as it had all the features that an MSP needs at a
very affordable price. In addition, we knew that InteQ's
experience with managed services was leveraged when developing
the features for InfraDesk," said Thiru Sadagopan, Director of
Infrastructure Managed Services at Apps Associates. "We now have
a robust MSP ready solution that will grow with us, support our
ITIL adoption efforts, and help ensure we proactively manage
SLAs and customer satisfaction."
Since the implementation, Apps Associates
has easily setup, customized and is actively using the
service-level agreement module with InfraDesk to proactively
manage customer expectations. They now have clear visibility into
the service cycle, and a reliable process to monitor SLAs and
ensure customer satisfaction.
As a certified ITIL training provider since
2001, InteQ's InfraDesk solution is delivered with
out-of-the-box ITIL workflows that enables organizations to
accelerate adoption and benefit from these best practices. In
addition, InfraDesk clients benefit from access to InteQ's
award-winning on demand ITIL online training and on-site
corporate training programs.
"Apps Associates clearly understood the
benefits of a software-as-a-service solution, however, they
required an ITIL-based solution that supported MSP requirements.
We were able to provide a cost-effective solution with built-in
ITIL workflows to support adoption of best practices and also
improve their ability to track and manage global customers'
requests," Yash Shah, President & CTO, InteQ. "Our experience
with Managed Services and ITIL Service Desks has enabled us to
create a solution that not only supports the enterprise but is
flexible enough for MSP's to support their customers using a
single instance of the application."
InfraDesk is a compelling choice for MSPs
due to their ability to service multiple customers using a
single instance of the application, reduce the overall cost of
delivery and assist with optimizing resource utilization. Clients
globally are able to report and track requests using a self-service
web portal dedicated to them while the service provider has the
ability to track, report and support multiple customers while
preserving unique segregation of data. In addition, the
application can be private-labeled for the service provider.
InteQ has implemented InfraDesk in
enterprises and service providers globally enabling IT
organizations to benefit from the lowest Total Cost of Ownership
(savings up to 70%), fastest time to production (up and running in
days), easy adoption (no customization required) and the most
automated (ITIL out-of-the-box). The ITIL service desk
application is delivered over the web and is priced based on
fixed and concurrent user licenses.
To watch InfraDesk product
demos, please visit
http://www.inteqnet.com/saas-service-desk-demos.html
To request a live demo of InfraDesk,
click
here.
InfraDesk -
SaaS ITIL Service Desk
InfraDesk is an ITIL SaaS 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 on-premise software while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility.
Since its introduction to the service desk market, InfraDesk has
been implemented in organizations globally accelerating value
and savings for clients. InfraDesk was also the recipient of the
Network Products Guide 'Best in SaaS' Award and the American
Business Awards Stevie for 'Best New SaaS Product."
About InteQ
InteQ is a leader in On Demand IT Service Management (ITSM). Our
Software-as-a-Service solutions dramatically reduce
the total cost of ownership, offer the fastest time
to production and are the easiest to adopt. Since
1995, InteQ has been helping customers worldwide
achieve IT service excellence using a unique
solutions portfolio which includes a comprehensive
suite of remote Infrastructure Monitoring Services,
an ITIL SaaS Service Desk, 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 Apps Associates
Founded in 2002 by former employees from Oracle Consulting
Services, Apps Associates is an IT service provider offering
unparalleled knowledge and experience in Oracle applications and
technologies. Recognized as one fo the fastest growing private
U.S. companies (Inc. 500/500) and realizing rapid growth, Apps
Associates is setting a compelling standard for delivery and
customer satisfaction. Built upon global delivery ad best
practice methodology, the company leverages onshore, on-site and
offshore capabilities to deliver results and ensure ROI.
Headquarterd in Westford, MA USA, the company has offices in
Atlanta, GA, Germany and India, the site of our Global
Development Center. Our service offerings include: Oracle
Business Intelligence, Oracle E-business Suite Consulting,
Oracle Database Administration, Fusion Middleware/Service
Oriented Architecture, Infrastructure Managed Services. Our
products, Report Lifecycle Management Solution (RLMS) and
ShipConsole, are fully integrated with Oracle E-business Suite
and validated by Oracle for meeting Application Integration
Initiative standards. For more information, visit
www.appsassociates.com.
