August 10, 2005

By: Tim Baker
Website: http://www.help-desk-software-n-application.com

YellowFish Software reveals greater help desk efficiencies with new version of web-based incident management software

Revelation Help Desk 3.1 helps IT departments and technical support organizations improve their end user support programs with an intuitive approach to incident management that maximizes human resources, streamlines processes and improves customer service.

While the base configuration offers an effective helpdesk solution for small and mid-sized organizations, Revelation 3.1's modular structure is scaleable to organizations with thousands of users, and hundreds of support technicians.

The nimble, browser-based interface of Revelation 3.1 enables service professionals to receive and report on the disposition of more end-user incidents in real time. Statistics gathered by YellowFish Software show that technicians can log a call in half the time it takes in other systems. In addition, Revelation 3.1 delivers a high return on investment with a low total cost of ownership for IT management. This is particularly appealing to corporate, government, legal, outsourced IT providers and educational customers in tough economic times.

According to YellowFish CEO, Nick Juliusburger, "This is a system designed by helpdesk professionals for helpdesk professionals. Revelation 3.1 evolved from a very simple customer request: Help desk management has long asked for a cost-effective incident tracking software. Revelation Helpdesk offers the right benefits -- precision tracking, ease-of-use and forward-looking management reporting -- to IT professionals who are 'time-crunched' and frustrated by ineffective products."

Juliusburger added that, "Revelation meets the needs of all constituents in the IT support process -- support staff, management and end users -- improving efficiencies and productivity for each. We believe this is the reason for our 100 percent customer satisfaction."

According to Neil Holsing, an analyst with the University of Cincinnati, and a Revelation customer, "Revelation's interface and usability are clearly superior to other products utilizing the Web. It is easy to navigate, and at the same time provides extensive and valuable information"

Notably, Revelation 3.1's new licensing model offers customers a base configuration with additional modules that tailor the software to clients' specific needs. There are eight modules that customers can choose to purchase.

Revelation 3.1 also features integrated activity, performance, trend, resource and administrative reports to help managers monitor help desk activity and plan for the future; an intuitive ticket management system that makes it easy to know the status of open tickets; prioritization capabilities to rationalize support labor commitments; SLA management features with support for working hours and holidays; escalation features including 'respond by,' 'resolve by' dates and alarms to insure they are met; Web-based architecture that requires little or no maintenance of the application by IT staff; customizable IT staff and end-user interfaces, including status of all problems logged; email submission of tickets, including attachments; an ergonomic interface with no screen clutter; compliance with Government rule Section 508 related to handicapped access; and work requests that are adjusted in real time for any time zone.

About The Author:

Tim Baker is a successful author and regular contributor to http://www.help-desk-software-n-application.com.  Help desk software - Learn everything you need to know about helpdesk from your own computer!