November, 29 2004. Westbury (Company
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Studies), a leading provider of add-on solutions for the HP OpenView Service Desk platform, today announced the release of Service Request Manager 4, from the HP Software Universe in Madrid Spain.
With Service Request Manager, significant efficiency improvements can be achieved by simplifying end user requests and automating the workflow that comes with it, reducing the amount of resources required to process a request. This allows first line support to focus on critical, more value-generating activities rather than spending their time on routine tasks.
This new version includes a number of new features that further enhance the ease of use and the efficiency of the application, like for example:
(1) Customizable Call Detail Screens
Allows to display any of the Service Desk Service Call fields in definable order. Additionally it will be possible to specify which fields an end user can edit after a call has been submitted.
(2) Customizable Views of calls
Possibility to set up multiple queries based filters for determining which calls are shown in the overview of calls for a user. E.g. "All calls modified within the last 2 days"
(3) URL generator
Generates a URL for any Request so that the Request Task is directly accessible by clicking on the URL.
(4) Approval mechanism
Enables employees to cost-effectively obtain CIs and services they need and provides the business process associated with notifying management for approval.
This version has been developed in close cooperation with our leading customers and addresses their business needs ”. says Raymond Crijnen, Product Manager of Service Request Manager. “These new functionalities give users the ability to even more customize the application to their specific needs, which increases the ease of use and effectiveness of the application within their organization”.
"For Vendex KBB, Westbury's Service Request Manager is a strong tool to register service calls online and without the help of the Service Desk. Using Service Request Manager clearly offers us advantages in terms of process improvement for our IT department as well as the ability to deliver a higher quality of services to our customers. Service Request Manager is very easy to use and it offers our customers a quick overview of the status of their registered calls", says Jan Pieter Bijsmans, Service Manager, Vendex KBB IT Services BV
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