LiveTime Help Desk, a Web-based help desk management tool, has been deployed to manage the support of all information technology (IT) systems and infrastructure for Barrie Hydro (Ontario, Canada). The project has delivered immediate improvements in several key areas. The company's IT department chose LiveTime because it needed a Web-based system with robust asset management as well as the ability to support a combination of both PC and mainframe users.

“LiveTime Help Desk is one of the few truly Web-based products we could find,” said Darryl Jones, senior network analyst for Barrie Hydro. “And it uses a highly scalable architecture that will allow our infrastructure to grow as we do.”

Designed to run on multiple platforms, LiveTime Help Desk can be deployed on a wide variety of hardware and software to maximize existing infrastructure. In addition, LiveTime's reporting features provide accurate data, and the ability to spot trends and plan for future requirements.

“We needed a solution to manage the workflow of support cases from receipt to resolution,” Jones said. “The time to learn the product was minimal, so our technicians were able to begin solving cases immediately.”

These and other business benefits are discussed in a new case study, which is available for downloading from www.livetime.com.