{"id":13629,"date":"2015-07-21T15:00:22","date_gmt":"2015-07-21T19:00:22","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=13629"},"modified":"2015-07-21T15:00:22","modified_gmt":"2015-07-21T19:00:22","slug":"logicnow-launches-max-servicedesk-2-2-to-support-msp-productivity","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/news\/2015\/07\/logicnow-launches-max-servicedesk-2-2-to-support-msp-productivity\/","title":{"rendered":"LogicNow Launches MAX ServiceDesk 2.2 to support MSP productivity"},"content":{"rendered":"

MAX ServiceDesk 2.2\u2019s new user interface and account management tools improve MSP productivity, SLA oversight and profitability <\/em><\/p>\n

Durham, NC, 21 July 2015 \u2013<\/em> LogicNow has today announced the launch of a major update to MAX ServiceDesk, part of the MAXfocus produ ct suite, the world\u2019s most widely trusted managed service provider (MSP) and IT support platform. ServiceDesk 2.2 has a streamlined user interface with specific improvements to help MSPs improve productivity and manage their workload more efficiently.<\/p>\n

The updates to MAX ServiceDesk are in response to feedback from LogicNow\u2019s 12,000-strong community of customers, partners, MSPs and industry leaders. The improvements are focused on providing MSPs better management of agent scheduling, time tracking, issue and customer management and further focuses on helping MSP\u2019s improve their day-to-day operations.<\/p>\n

The new user interface reflects a continued focus on making MAX ServiceDesk easier and more intuitive, shortening the training time for new team members and reducing the time taken managing customer issues. Individual client accounts can also be supervised more closely through improved ticket management that shows the full and detailed progress of each ticket, thereby improving efficiency and customer service. New scheduling tools also enable better management of resources and engineers\u2019 time, reducing overtime burdens.<\/p>\n

\u201cIt is frustrating for IT Service Providers that many of the obstacles inhibiting their growth are the same as those they faced five or even ten years ago \u2013 time tracking and productivity management are still causing issues for those ambitious companies wanting to reach the next level,\u201d says Alistair Forbes, General Manager at LogicNow. \u201cAfter detailed consultation with our customer community, we have therefore developed ServiceDesk 2.2 specifically to help overcome these hurdles. Excellent customer and issue management can be a huge deciding factor in the success of an IT service provider when trying to grow or move from break\/fix to MSP.\u201d<\/p>\n

Joe Mitchell, Business Support Engineer at Cloud Computer Services, says: \u201cThe new UI has really improved – it\u2019s clearer and less cluttered with better access to and visibility of key information. By placing the most important information on the main dashboard screen, I get a full picture of all the queues, SLA warnings and breaches without needing to dig through menus or produce reports.<\/p>\n

\u201cAll of our agents have seen a marked improvement in efficiency since we moved over to ServiceDesk from our previous solution. The 2.2 upgrade has further improved our internal processes for assigning tickets and accessing client data.\u201d<\/p>\n

\u201cThe best feature in this release – by a mile – is the custom views. I can build as many custom views as I like, so I can focus on a particular task or queue without all of the other information getting in the way. For me, getting a clear picture is key and ServiceDesk 2.2 nails that.\u201d<\/p>\n

The new upgrade will be available globally to new customers and across MAXfocus\u2019 existing and growing MAX RemoteManagement client base.<\/p>\n

About LogicNow<\/em><\/p>\n

LogicNow is the global market leader in the delivery of integrated cloud-based IT Service Management solutions to Managed Service Providers and end user businesses. LogicNow\u2019s products, including its integrated Remote Monitoring and Management platform, hosted email security, enterprise\u2013grade backup and recovery solutions and its service management platform, deliver highly accessible and scalable SaaS solutions under a subscription model. As the provider of the world\u2019s most widely-trusted managed service provider & an d IT support platform, LogicNow has a decade of cloud-based application development and deployment expertise, the backing of a 12,000-strong community and the industry vision to define and deliver the future of the MSP market.<\/p>\n","protected":false},"excerpt":{"rendered":"

MAX ServiceDesk 2.2\u2019s new user interface and account management tools improve MSP productivity, SLA oversight and profitability Durham, NC, 21 July 2015 \u2013 LogicNow has today announced the launch of a major update to MAX ServiceDesk, part of the MAXfocus produ ct suite, the world\u2019s most widely trusted managed service provider (MSP) and IT support platform. ServiceDesk 2.2 has a streamlined user interface with specific improvements to help MSPs improve productivity and manage their workload more efficiently. The updates to MAX ServiceDesk are in response to feedback from LogicNow\u2019s 12,000-strong community of customers, partners, MSPs and industry leaders. The improvements are focused on providing MSPs better management of agent scheduling, time tracking, issue and customer management and further focuses on helping MSP\u2019s improve their day-to-day operations. The new user interface reflects a continued focus on making MAX ServiceDesk easier and more intuitive, shortening the training time for new team members and reducing the time taken managing customer issues. Individual client accounts can also be supervised more closely through improved ticket management that shows the full and detailed progress of each ticket, thereby improving efficiency and customer service. New scheduling tools also enable better management of resources and engineers\u2019 time, reducing overtime burdens. \u201cIt is frustrating for IT Service Providers that many of the obstacles inhibiting their growth are the same as those they faced five or even ten years ago \u2013 time tracking and productivity management are still causing issues for those ambitious companies wanting to reach the next level,\u201d says Alistair Forbes, General Manager at LogicNow. \u201cAfter detailed consultation with our customer community, we have therefore developed ServiceDesk 2.2 specifically to help overcome these hurdles. Excellent customer and issue management can be a huge deciding factor in the success of an IT service provider when trying to grow or move from break\/fix to MSP.\u201d Joe Mitchell, Business Support Engineer at Cloud Computer Services, says: \u201cThe new UI has really improved – it\u2019s clearer and less cluttered with better access to and visibility of key information. By placing the most important information on the main dashboard screen, I get a full picture of all the queues, SLA warnings and breaches without needing to dig through menus or produce reports. \u201cAll of our agents have seen a marked improvement in efficiency since we moved over to ServiceDesk from our previous solution. The 2.2 upgrade has further improved our internal processes for assigning tickets and accessing client data.\u201d \u201cThe best feature in this release – by a mile – is the custom views. I can build as many custom views as I like, so I can focus on a particular task or queue without all of the other information getting in the way. For me, getting a clear picture is key and ServiceDesk 2.2 nails that.\u201d The new upgrade will be available globally to new customers and across MAXfocus\u2019 existing and growing MAX RemoteManagement client base. About LogicNow LogicNow is the global market leader in the delivery of integrated cloud-based IT Service Management solutions to Managed Service Providers and end user businesses. LogicNow\u2019s products, including its integrated Remote Monitoring and Management platform, hosted email security, enterprise\u2013grade backup and recovery solutions and its service management platform, deliver highly accessible and scalable SaaS solutions under a subscription model. As the provider of the world\u2019s most widely-trusted managed service provider & an d IT support platform, LogicNow has a decade of cloud-based application development and deployment expertise, the backing of a 12,000-strong community and the industry vision to define and deliver the future of the MSP market.<\/p>\n","protected":false},"author":67,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[86],"tags":[2066],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/13629"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/67"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=13629"}],"version-history":[{"count":2,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/13629\/revisions"}],"predecessor-version":[{"id":13631,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/13629\/revisions\/13631"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=13629"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=13629"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=13629"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}