Top 10 Help Desk Software

Vendors Revealed – 2009

Profiles of the Leading Help Desk Vendors

Find the best help desk software for your

business.
About Help Desk Software
In today’s competitive marketplace, companies need to provide more than just
quality products and services to attract and retain customers. In order to differentiate
themselves, they need to deliver world-class service and support, going the extra mile
to ensure customer satisfaction. For many businesses, the help desk is the “front line”,
serving as the initial contact point for customer questions and problems. Yet many help
desks rely on inefficient, error-prone, paper-based processes, such as email trails, to
address customer issues.

Additionally, many companies are consolidating internal and external support

operations, providing centralized handling of both employee and customer problems.
While this can increase efficiency, optimize resources, and reduce costs, it can also
present multiple challenges – such as cross-training support teams, integrating
disparate procedures, and properly prioritizing issues.

What is Help Desk Automation?

Help desk, also known as Service Desk, automation gives companies the ability to
quickly and effectively address issues by:

* Providing self-service support capabilities, such as online help or frequently asked

questions (FAQs), so customers and employees can quickly resolve common, routine
problems on their own.
* Centralizing, streamlining, and automating the activities associated with issue-
handling, and tracking issues from the moment they are reported, until they are
resolved.
* Providing a knowledgebase that contains the comprehensive information support staff
needs to rapidly and accurately respond to inquiries and solve problems.

With help desk automation, companies can increase collaboration and information-
sharing among the various departments that play a role in customer satisfaction,
including customer service, product development, and quality assurance, as well as field
consultants and support staff. Additionally, help desk automation can tightly integrate
both internal and external support processes.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

About Help Desk Software
Help desk automation is an effective component of a company-wide customer
relationship management (CRM) strategy. When coupled with other CRM components,
such as sales force automation and customer service systems, it can provide a
unified view of customer activities, so support staff can better understand needs and
preferences, and choose the best, most effective approach to addressing each issue.

Key Benefits for Your Company

With help desk automation, you dramatically improve customer satisfaction, loyalty,
and retention by ensuring that every issue is handled as efficiently as possible. First-
call resolution rates will increase, staff productivity will be optimized, and your service
professionals will be more informed and responsive.

Additionally, studies show that companies who are equipped to quickly resolve
technical and non-technical employee problems are likely to experience higher morale,
improved productivity, and lower turnover rates.

Help desk automation also eliminates the communication bottlenecks that cause issues
to be mismanaged or “dropped”. And, it can significantly reduce the costs associated
with service and support operations.

Does My Company Need Help Desk Automation?

Any company can benefit from help desk automation. Customers are increasingly
demanding and extremely prone to “churn”. Even the slightest inefficiency in support
procedures can result in reduced market share and declining profits. With help desk
automation, you can build stronger, more collaborative relationships. You can deliver
the immediate around-the-clock service your customers require, and provide them with
a wide range of convenient support channels to choose from.

Additionally, help desk automation enables your support department to meet corporate
mandates to do more with less. It increases productivity and output, while reducing
operating expenses, by helping to resolve customer and employee problems in the
most efficient and cost-effective way possible.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

About Help Desk Software
Common Help Desk Automation Features
The help desk automation solutions available today are primarily Web-based, and
provide a wide array of functions to enhance support-related processes, including:

* 24 x 7 self-service, such as online problem reporting or job ticket opening, as well as

FAQs and other documentation.
* Support for multi-channel communications, including email and live chat.
* End-to-end activity tracking and status monitoring.
* Reporting and analytics to help identify important trends. Do certain products have
higher than average defect rates? Are assembly instructions or user manuals difficult
to understand? What new features are customers requesting?
* Dynamic resource allocation that automatically assigns staff members to issues
based on workload, as well as skills and experience.
* Real-time alerts that “flag” potential support breakdowns, and instantly notify
management when unusual or highly-complex problems are reported, or when issues
go unresolved for an extended period of time.

What to Look for When Choosing a Solution

Not all help desk automation solutions are the same. While most provide similar
functionality, only a few provide the customization capabilities needed to deliver truly
superior support.

The ability to customize your help desk solution is vital for two reasons. First, customer
needs, common issues, and support procedures vary greatly from industry to industry.
Additionally, each company has unique support-related workflow processes. The
solution you choose must be flexible enough to conform to – or even improve upon
– your existing processes, and should not force you to re-vamp or tailor those processes
to fit the way the solution works.

Top 10 Help Desk Software Vendors

You have many options when choosing a help desk software vendor. To make it a bit
easier, we’ve featured some of the leading help desk solutions in this paper. Review
these vendors, and you’ll be well on the way to finding the right help desk package for
your business.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

www.techexcel.com | sales@techexcel.com | (800) 439-7782 ext. 5

Highlights

* SD Times 100 Award, American Business Awards 2007 Finalist, Customer

Integration Solutions - Product of the Year - 2006.
* Integrates IT services, service desk, operations and development.
* Scalable, distributed service teams.
* Offers a free 30-day evaluation.

Ownership: Headquarters: Help Desk Products:

Private Lafayette, CA * TechExcel Service Suite

Founded: delivery Model:

1995 On-Premise Software

Customer Focus:
Serves mid-size to large corporations.

Select Customers:
Electronic Arts, Fujitsu, Activision, Taleo, Westinghouse, Honeywell, Kodak, Nokia,
Caterpillar, Mirage Resorts

Price:
Not Published

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

About TechExcel
TechExcel ServiceWise is the comprehensive help desk and IT service management
solution to optimize every aspect of your service and support processes no matter
how simple or complex your business processes may be. When you need the ultimate
workflow power to enforce business process rules and coordinate teamwork activities
from your help desk engineers, employees, management, and multi-department
engineering teams, TechExcel ServiceWise is the ideal choice. Automate and
streamline IT services and help desk activities with configurable workflow, process
management, email notification and knowledge base. Facilitate self service with a
powerful web portal that includes online incident submission, status checks, online
conversations and intuitive knowledge base searches. IT teams now a single, integrated
solution for all their needs: help desk incident management, problem escalation and
analysis, IT change management, and optional holistic asset management and service
level agreement modules.

By using point-and-click interfaces it can be easily configured and customized to suit

your business needs. TechExcel ServiceWise gives you a truly affordable, configurable
yet powerful help desk solution that will help make your employees happy by increasing
their productivity.

Incident tracking and resolution

Track all incidents and problems with full audit trail throughout the resolution lifecycle.
Each record contains the documents, knowledge-topics, links, email threads - and more
- for a holistic view of your entire help desk lifecycle.

Workflow-enabled email management

Automatically route employee email to appropriate support staff and track the entire
correspondencehistory.

Complete incident workflow

Automatically assign new issues to the most appropriate person based on their
skills and workload, then trigger automatic notifications when issues are overdue.
ServiceWise supports the ITIL framework byseamlessly integrating incident
management processes with problem management and change management
processes.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

About TechExcel
Built-in reports and analysis
Over 150 pre-defined, presentation-quality reports and graphs with the power to easily
create additional custom reports with Crystal Reports™

Integrated asset management

The integrated asset management capabilities of AssetWise helps optimize all asset-
related processes during an assets lifetime, from purchasing through implementation to
service upgrades and returns.

The industry’s best Employee Web Portal

The easy-to-navigate personalized web portal gives employees a convenient way to
communicate with your IT services and help desk department. The TechExcel Employee
Web Portal improves employee satisfaction and your IT service desk efficiency and
virtually eliminates the risk of data errors caused by manually transferring information
from employees to support engineers.

Fully customizable user interface

Fully customizable interface allows you to design your fields and forms to suit your
specific business needs – without waiting for high-priced consultants to do the job.

Knowledge management
Complete knowledge base management helps your support team reduce repetitive
support tasks and empowers users to find answers by themselves.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

www.frontrange.com | sales@frontrange.com | 1-800-776-7889

Highlights

* HEAT Service & Support delivers help desk and request tracking for small to
mid-sized organizations.
* FrontRange offers an integrated suite of contact center, help desk, and
customer service solutions.
* Integrates easily with the FrontRange ITSM product line

Ownership: Headquarters: Help Desk Products:

Private Dublin, CA  * HEAT® Service and
Support™
Founded: Delivery Model:
1989 On-premise

Customer Focus:
Small and mid-size businesses.

Select Customers:
Coca Cola Bottling, Virgin Money, Warehouse, Dominos Pizza, Baylor University

Price:
Not Published

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

About FrontRange
HEAT Service and Support is the foundation for the HEAT product suite from
FrontRange Solutions. HEAT Service and Support provides core service and support
functions, including incident tracking, inquiry tracking, and case management. Additional
modules with extended functions are listed below.

The Bottom Line: HEAT solutions enable your organization to increase service levels
while lowering costs. HEAT enables you to shift from reactive to proactive service and
gain a competitive edge. See more reasons to choose HEAT

HEAT is your answer when you provide answers to customers, employees, vendors,
and more. HEAT can help you meet your customer service department, human
resources department, and/or technology management needs, while providing you a
complete analytical view of end-to-end performance. HEAT gives you the visibility to
see where you can improve, and the agility to change as the market changes, to elevate
your organization’s response to meet market demands, and to stay within your budget.

The HEAT family is a comprehensive service solution. You can add the following
modules to the core HEAT Service and Support platform:

* Voice Enablement (IPPC) — Add the power of integrated telephony solutions to your
customer information
* Self Service — Increase customer satisfaction, while lowering your cost per
transaction as customers efficiently find their own answers
* HEAT Inventory Management — Effectively manage your IT assets, software
licenses, and leases
* Heat Plus Knowledge — Benefit from integrated use of your knowledge base
information
* HEAT Plus Remote Support Suite — Provide remote technical support to
customers’ desktop PCs
* iHEAT — Provide browser-based Web access to your HEAT system for mobile and
remote employees

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 

About FrontRange
HEAT also integrates easily with the FrontRange ITSM product line, providing
organizations with advanced needs, complex technology infrastructure, large size,
or enterprise-class needs a seamless and efficient set of interaction management
solutions.

HEAT is an effective solution for any size company, in any vertical, with specific design
considerations for small to mid-sized organizations. It is the only product in its class that
allows real-time remediation and escalation.

FrontRange product families, designed specifically for small-to-medium-enterprise

(SME) and distributed enterprise organizations include: GoldMine for business
relationship management, team-based contact management and sales force automation
solutions; IT Service Management with HEAT and ITIL standards-based modules for
complete service management; Communication Management including IP Contact
Center for reduced telephony costs and increased agent productivity, streamlined
customer service and communications; and Infrastructure Management, which provides
the ability to optimize the full lifecycle of a company’s assets.

FrontRange customers represent 44 percent of the Fortune 100 and 76 percent of

the FTSE 100, and include Coca-Cola, Shell Oil, Prudential Securities, Électricité de
France, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and
Turner News Network.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10

www.helpdesksoftware.com | sales@scriptlogic.com | 1-800-813-6415

Highlights

* Outstanding feature to price ratio.

* Highly customizable application.
* Interchangeable licensing (Windows and Web Environments).
* ScriptLogic has been listed on Deloitte’s Technology Fast 500 ranking for 3
consecutive years.
* Free 30-day trial.

Ownership: Headquarters: Help dESK Products:

Subsidiary of Quest Boca Raton, FL * BridgeTrak Suite
Software (Nasdaq: QSFT) * Desktop Authority Password
Self-Service
Founded: Software Model: * Desktop Authority Remote
2000 On-Premise Management Gateway

Customer Focus:
For companies implementing a help desk for the first time or looking to replace an
inadequate system, BridgeTrak is easy to customize and install for both internal
(employee centered) or external (customer focused) support centers.

Select Customers:
Armani, Barracuda Networks, Highlights for Children, Marriott Guest Services, NY
Municipal Credit Union, Texas Department of Transportation, University of Pittsburgh /
Falk Library

Price:
Tiered Licensing, 1-year support included, As low as $995 for a 5 user license.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 11

About ScriptLogic
ScriptLogic Corporation is a leading provider of “Point, Click, Done” software solutions
to the SMB market. BridgeTrak, ScriptLogic’s Help Desk Solution, is designed to
shorten the lifecycle of a help desk ticket. Noted for its outstanding feature to price ratio,
BridgeTrak has been helping IT and support professionals provide fast, reliable support
for over 10 years. This easy-to-install, intuitive, and highly customizable help desk
system is available for both Windows and Web platforms.

BridgeTrak allows you track the information important to your specific organization and
industry. Fast and flexible data queries, dashboard views, and reporting tools keep you
on top of your issues.

Other features and tools available in BridgeTrak include:

* Automatic Issue Escalation & Workflow

* Knowledgebase (for both Internal / External Use)
* Skills Based Issue Assignment
* Turn Emails Into Issues / Send response emails Including auto-response messages
* Custom Fields / Required Fields
* Customizable Screen Views
* Active Directory Integration

ScriptLogic has won numerous industry awards and has been included on the Inc.
500 list of fastest growing companies in America for three consecutive years. In
addition to the BridgeTrak help desk solution, the company offers of more than 20
software solutions for Help Desk, Desktop, Server and Active Directory Management.
ScriptLogic’s products are used by over 23,000 customers from small businesses to
Fortune 500 companies.

ScriptLogic, headquartered in Boca Raton, Florida with offices in the UK, Japan,
Australia and New Zealand, is a wholly owned subsidiary of Quest Software, Inc.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 12

About ScriptLogic
Desktop Authority Password Self-Service
ScriptLogics’ Desktop Authority Password Self-Service provides an easy-to-use,
robust system for allowing users to reset their own forgotten passwords or locked
accounts, eliminating the biggest source of help desk calls. The flexible, policy driven
system allows administrators to define the type and number of questions that must be
answered, and to tailor the requirements to the department or group.

BridgeTrak
Receive both Windows and Web licenses to BridgeTrak ‘s core help desk and trouble
ticket tracking solution for greater end user flexibility. Users can work in the environment
(Web or Windows) that best meets their needs, or can switch between platforms
as needed. This easy-to-use, scalable, customizable help desk software offers the
features and benefits most requested by help desk, call center, technical support, and IT
professionals. Optional BridgeTrack modules include:

BridgeAccess: Give external customers and contacts the ability to enter and view their
own issues, and view the Knowledge Base via the Web -- all without interaction with
your help desk staff.

BridgeAutoEscalate: Automatically escalate trouble tickets for better helpdesk

mangement.

BridgeMail: Convert email from your customers into BridgeTrak issues and append
those issues.

BridgeSearch: Quickly search through your entire database of information with this
powerful search engine tool.

ActiveDirectory Module: Streamline the maintenance of managing your BridgeTrak

Users and Contacts with Active Directory Integration.

Desktop Authority Remote Management Gateway

Desktop Authority Remote Management Gateway reduces the cost of providing support
to local and remote workers with secure, centralized, web-based remote management
and remote control. The software provides anytime management of computers on the
LAN and across the Internet, extending the reach of the IT help desk.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 13

www.numarasoftware.com | (800) 557-6970

Highlights

* Extensive customer base

* Focused on Service Desk, Help Desk, Asset Management, Change and
Configuration Management
* Hosted and on-premise options

Ownership: Headquarters: help desk Products:

Private Tampa, FL * Numara FootPrints
* Numara Track-It!
Founded: Business Model:
1991 Hosted and On-Premise

Customer Focus:
All sizes of organizations with help desks or service desks ranging from 1 to 1,000
agents.

Select Customers:
Dura-Tech, United Way, Hewlett-Packard, Coldwell Banker, The Hartford, Talbot
Financial Corp.

Price:
Not published.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 14

About Numara Software, Inc.
Serving over 50,000 customer sites worldwide, Numara Software is a global leader
in providing practical software solutions for service management to IT professionals.
From a single technician running a help desk to 1000 technicians managing a complex
service desk, IT organizations of all sizes trust our award-winning solutions, featuring
Numara Track-It! and Numara FootPrints, to track requests, automate workflows and
support internal and external customers.

Unlike other complex, difficult-to-implement, and costly products, we offer robust,

affordable and easy-to-use solutions that can be quickly deployed without disruption
to your business. Our flexible solutions can be implemented right out of the box or
configured to match your unique IT environment and business processes. They can
also be leveraged to support non-IT operations, such as human resources and facilities,
allowing you to optimize your investments in licensing, maintenance, training, and
support.

Numara Software, Inc. is passionate about helping people successfully managing

their IT environments. Find out how Numara Software can help you by visiting: www.
numarasoftware.com.

Numara® FootPrints® - Numara Software’s flagship service desk management

product, Numara FootPrints, is unprecedented in its flexible and effortless
implementation and configuration. It features streamlined ITIL® enablement tools and
extensive workflow automation, with bold usability features and advanced customization
options. Numara FootPrints is the most comprehensive and adaptable Service Desk
Management solution on the market today. It provides very compelling value – the best
depth of functionality for your service desk, combined with low implementation and
maintenance costs and lightning-fast time to productivity.

Numara® Track-It!® – The worlds most widely installed help desk and asset
management solution! Numara Track-It! delivers right out of the box. No other solution
is as easy to configure and implement to adapt to the way you work. Numara Track-It!
delivers best-in-class features and functionality at a very low cost of ownership.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 15

www.epicor.com | e.info@epicor.com | 888-937-4267

Highlights

* Epicor ITSM is ITIL compatible and has been certified by Pink Elephant
* Built on the Microsoft® .NET platform
* Easy to Customize
* Over 20,000 customers in over 140 countries

Ownership: Headquarters: help desk Products:

Public (NASDAQ: EPIC) Irvine, CA * Epicor ITSM

Founded: delivery Model:

1984 On-Premise Software

Customer Focus:
Midmarket companies and divisions of the Global 1000

Select Customers:
Joint Service International, The Dutch Railway, Physician Sales and Service

Price:
Not published.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 16

About Epicor
Epicor is a global business solutions provider in the midmarket serving over 20,000
customers in over 140 countries with software solutions that support over 30
languages. With more than 20 years of operating history and innovation, Epicor delivers
comprehensive enterprise software solutions with a sophistication and maturity that
competes with tier-one vendors, but at a fraction of the cost.

Epicor ITSM provides a robust set of service management features that provide support
forthe key IT processes outlined by the Information Technology Infrastructure Library
(ITIL) and has been certified by Pink Elephant, a leading IT service management
education and consulting provider, as ITIL Compatible in five key service management
areas:

* Incident management
* Problem management
* Change management
* Configuration management
* Service level management

Easy to Use

Epicor ITSM is a ‘smart client’ application which uses the Internet for communicating
with Web services. ITSM provides a familiar user interface and a navigation paradigm
which is easy to learn and use. Thanks to the powerful search functions you can find
specific data quickly and easily, while visual cues clearly show the user the status of
certain information. In addition, ITSM supports the attachment of files or web links to
practically every record.

Easy to Customize

Epicor ITSM is fully customizable and as such it works in the way your company works,
and not the other way round. Using the configuration options you can quickly adjust the
solution to meet your needs, without changing even one line of code. And using the
custom attribute capability, you can add custom fields to forms within the application.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 17

About Epicor
In addition, ITSM boasts a complete SDK (software development kit), which uses Visual
Studio® .NET, for modifying existing screens and business rules. Using the SDK you
can develop new ITSM functions by using the information in the Epicor ITSM form and
Web services templates.

Built with .NET

Epicor ITSM is completely built on the Microsoft® .NET platform. It is designed for
access via the Web, and as such can be installed at a central location while allowing
access to users from all over the world. ITSM is specifically designed for use with
Microsoft SQL Server, and is extremely reliable and scalable. Whether yours is a small
service desk for local management or a large service desk within an international
company, you can configure and customize ITSM to suit your needs.

Epicor Software Corporation has long been a recognized leader in building world-class
applications. Epicor ITSM is no exception. Targeted at mid-sized IT departments,
Epicor ITSM provides a rich set of features enabling new levels of IT Service
Management.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 18

www.soffront.com | sales@soffront.com | 510-413-9000

Highlights

* Provides both Customer Help Desk and IT/Employee Help Desk solutions.
* Soffront software can be purchased as an on-premise solution or Hosted
ASP.
* Proven solution for the mid-market since 1992.
* Also provides an integrated suite of CRM applications.

Ownership: Headquarters: Help Desk Products:

Private Fremont, CA * Soffront Employee Helpdesk
* Soffront Customer Helpdesk
Founded: delivery Model:
1992 Hosted and On-Premise

Customer Focus:
Mid-market

Select Customers:
Sand Technologies, Ternion Corporation, redemtech, Iverson, HitSoftware

Price:
Not published

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19

About Soffront
Soffront was an early pioneer of CRM in 1993, with the release of its customer help
desk and defect tracking solutions. For over a decade, Soffront CRM has evolved into a
complete end-to-end CRM solution, providing sales, marketing, service and knowledge
management with greater adaptability and customization than any other mid-market
provider.

The Soffront solution is completely web-based (zero foot print web client), is built to
adapt and can be deployed in days.

Soffront offers an end-to-end CRM solution spanning sales, marketing and customer
service. Within Soffront’s CRM solution is complete support for your help desk. With
Soffront Customer Help desk software you are able to enhance customer satisfaction,
reduce support costs and improve support staff productivity. Soffront also offers an
employee helpdesk solution that manages and addresses employee IT support inquiries
as well as manage – IT assets and non IT assets – through their entire lifecycle from
acquisition to retirement..

Soffront Customer Help desk helps you manage customer support tickets from
submission to resolution.Configure the workflow to match your support process and
work the ticket through that process. Dynamically generate action buttons that guide
support reps through the defined process. Know where very ticket stands and ensure
nothing slips through the cracks. Automatically notify the customer when a ticket is
closed, send an electronic survey and measure customer satisfaction. And, generate
reports to measure CSR productivity.

Soffront help desk software is a part of the comprehensive customer service solution,
which includes self-service (Soffront Knowledge Management), online ticket submission

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20

About Soffront
Key features of Soffront Customer Help desk include:

* Zero foot-print web client

* Configurable workflow to match your support process
* Automatic assignment of tickets
* Account and contact information along with tickets
* Complete audit trail of tickets
* Plan activities and tasks
* Calendar view of multiple activities
* Automatic status change notifications
* Automatic surveys to measure customer satisfaction
* Comprehensive reporting and querying (no IT support required)
* Multiple project capability to support multiple support groups
* Multi-level group security and SSL support
* Built to adapt – adaptable to changing business processes
* Up and running in days
* Enforce business process rules
* Integrated CRM spanning sales, marketing and service functions

Soffront Employee Helpdesk manages employee support tickets from submission

to resolution. Create tickets and assign them to IT help desk agents automatically.
Define the support process you follow. Dynamically generate action buttons that guide
support reps through the defined process. Know where every ticket stands in the
resolution process and ensure no ticket slips through the cracks. With the integrated
Soffront Asset Management, the relevant system/ environment information appears
automatically, when the employee submits an issue. Generate work orders on the
issues raised. Send an electronic survey to measure employee satisfaction, when a
ticket is closed. Generate reports to measure employee productivity.

Soffront Software Inc. focuses on mid market companies seeking CRM solutions. With
more than 2,500 customers worldwide, Soffront’s installed base includes Fortune 500
companies, mid-sized businesses, federal, state, and local governments.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21

www.enterprisewizard.com | sales@enterprisewizard.com | 650-587-8615

Highlights

* Top-rated, out-of-the-box J2EE solution for issue tracking and helpdesk.

* Powerful, affordable, and easily deployed 100% web-based business process
automation (BPA) solutions.
* Proven product offerings used by some of the most successful companies in
the world.

Ownership: Headquarters: Help Desk Products:

Private Redwood City, CA * EnterpriseWizard CRM

Founded: delivery Model:

1991 Hosted and On-Premise

Customer Focus:
Mid-market and Large Enterprises

Select Customers:
Virgin, Fujitsu, 3COM, Merrill Lynch, AT&T, Lucent, ChevronTexaco, Informatica, QAD,
U.S. Census Bureau

Price:
Starts at $45/month/user

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22

About EnterpriseWizard
With headquarters in Silicon Valley and resellers worldwide, EnterpriseWizard, Inc.
is the leading provider of powerful, affordable, and easily deployed 100% web-based
business process automation (BPA) solutions for organizations of all sizes.

EnterpriseWizard applications include Help Desk, CRM, Sarbanes-Oxley and

Government Regulation, Project and Time Management, Change Management, and
other specialized systems. The company has attracted customers from industries
with vastly different needs, ranging from startups to Fortune 500 companies such as
Chevron, Merrill Lynch, and NEC.

Based on its predecessor product SupportWizard, EnterpriseWizard CRM is a top-rated,

out-of-the-box solution for issue tracking, helpdesk, customer support, sales, email, and
marketing automation. Organizations can get up and running quickly with its default
templates, and easily extend the application for other functions through an intuitive
browser-based interface.

With full support for LDAP and webservices, powerful search and business rules
engine, graphical workflow, reporting, escalation, granular permissions, and the ability
to customize tables, fields, and look and feel, EnterpriseWizard can be deployed as a
SaaS application or moved to an in-house server with just 6 mouse clicks.

EnterpriseWizard is the only solution that can adapt to your exact needs in real time
because it is the only system built on a generalized, adaptive technology engine. The
result is a dynamic, fully customized system, delivered in a fraction of the time taken by
other vendors. The following table provides an overview of the core features and the
benefits they bring to your business.

Feature: Result/Benefit:

Dynamic Configuration Satisfy your Requirements in Record Time

Adaptive Data Model Capture the Information you Need
Custom Group Permissions Improve Security
Multiple Concurrent Branding Provide Differentiated Service to Customers

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 23

About EnterpriseWizard
Feature: Result/Benefit:

Business Rules Engine Automate Your Business

WebServices, REST, and Scripting API Integrate with other Systems
Integrity Manager Be Free to Change Your Mind
Adaptive Platform Invest without Risk

EnterpriseWizard, Inc. offers complete professional services – implementation,

customization, training, support, and server administration – for its products, on either
an hourly basis or as part of a fixed price guaranteed turnkey package. It also partners
with large and small companies, including international distributors, VARs, system
implementors and consultants, and VSPs.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 24

www.phaseware.com | sales@phaseware.com | (866) 616-6629

Highlights

* PhaseWare solution suite includes three complementary applications that

work together to power total customer service across all phases of interaction
* Offers robust, feature-rich application that’s flexible, affordable and easy to
use
* Available in client server license (On-Premise) and hosted ASP model

Ownership: Headquarters: Help Desk Products:

Private McKinney, Texas * PhaseWare Tracker
* PhaseWare Sentry
Founded: delivery Model: * PhaseWare Concierge
2004 Hosted and On-Premise

Customer Focus:
Solutions for small and midsized businesses

Select Customers:
American Messaging, XYPRO Technology, Lenders Title Company, Group MidWest,
Data Direct, Aqua Control.

Price:
Not Published.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 25

About PhaseWare
PhaseWare Inc. provides best-of-breed help-desk and customer-support software
solutions for clients worldwide. PhaseWare Tracker, the company’s flagship offering, is
a robust, feature-rich application that’s flexible, affordable and easy to use. Unlike many
available solutions, Tracker and its Sentry and Concierge enhancements are specifically
optimized for teams providing support to external customers for complex offerings,
including software, hardware and services.

Today, PhaseWare solutions are enabling companies to take their customer service
and support to the same level of sophistication delivered by much more expensive
applications. PhaseWare is based in McKinney, Texas, part of the Dallas-Fort Worth
Metroplex.

The PhaseWare solution suite includes three complementary applications that work
together to power total customer service across all phases of interaction.

PhaseWare Tracker is a powerful, affordable customer-support and help-desk

application built on Microsoft industry standards. Tracker is ideal for external help
desks and customer support groups with incoming calls, internal help desks supporting
applications in outlying locations or offices, and businesses with complex products and
services that require ongoing customer interaction.

Whether you have three representatives or 300, Tracker gives you sophisticated tools
that were once only affordable for Fortune 1000 companies.

To help you create a unique customer experience, Tracker lets you:

* View detailed customer information with the click of a button
* Efficiently manage incidents, trouble tickets, and work orders
* Determine historical trends and analyze recurring issues
* Provide fast, easy, and efficient service and trouble resolution
* Track service level agreements

PhaseWare offers Tracker in a client server license model and a hosted ASP model to
give you even greater financing flexibility.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 26

About PhaseWare
PhaseWare Sentry enables you to increase internal efficiencies, reduce internal costs
and provide a truly unique level of customer service and support. You’ll differentiate
your service by staying on top of customer trends and issues; taking quicker action in
providing customer service; and refining your processes.

Sentry gives you the power to:

* Auto-escalate and receive alerts for high-priority tickets.
* Automatically create incidents from the emails you receive—with customer, contact,
subject, and problem already defined.
* Send customers an email update on their open tickets.
* Get automatic alerts on unusual customer or problem activity—based on thresholds
you set.
* Get automatic alerts when ticket queues exceed pre-designated thresholds.
* Send automated emails or surveys to your customers when tickets are closed.
* Get automatic alerts if you’re close to missing a service level agreement.
* Get automatic emailed reports on customer, agent or trouble ticket activity.
* Increase internal efficiencies.
* Reduce internal costs
* Provide a truly unique level of customer service and support

With Sentry, you’ll never be in the dark about critical issues and activities. You’ll be able
to communicate with your customers in a whole new way—and deliver service that truly
sets you apart.

PhaseWare Concierge is a secured web portal that enables your customers and
employees to:
* Log trouble tickets
* Check the status of existing trouble tickets
* Search the knowledgebase for self help

Though a password-protected portal, managers and executives can view location-

specific or companywide ticket information and reports—instantly. Concierge lets you
enhance customer support by giving your customers a fast, easy way to submit tickets
and receive up-to-date information.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 27

www.bmc.com | 1-800-841-2031

Highlights

* Rich out-of-the-box help desk functionality.

* Backed by an experienced, public company.
* Customer service solutions for companies of all sizes.

Ownership: Headquarters: Help Desk Products:

Public (NYSE: BMC) Houson, TX * BMC Remedy Customer
Support (Remedy)
Founded: delivery Model: * BMC® IT Service
1980 On-premise Software Support for the Midsized
Business (Magic)

Customer Focus:
BMC Software is focused on serving the Global 2000.

Select Customers:
Illinois Century Network, SecureInfo, Optimis

Price:
Not published.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 28

About BMC (Remedy)
BMC Software, Inc (NYSE: BMC), is a leading provider of enterprise management
solutions that empower companies to manage IT from a business perspective.
Delivering Business Service Management, BMC Software solutions span enterprise
systems, applications, databases and service management. Founded in 1980, BMC
Software has offices worldwide and posted fiscal 2006 revenues of more than $1.49
billion.

With the acquisition of Magic Solutions in 2004 and Remedy assets from Peregrine
Systems in 2002, BMC Software has assembled a suite of tools allowing it to market
help desk/customer service solutions to virtually any sized organization. At the larger
end, BMC has integrated the Remedy product line into its Atrium suite, with the
underlying configuration management database (CMDB) shared among all components
of the Atrium line that have been developed in Remedy’s Action Request (AR) language.
The BMC Magic Service Desk Suite product line is targeted for organizations with 2500
or fewer employees.

With BMC Remedy Customer Support, you can increase customer satisfaction,
continually improve service quality, and enjoy considerable agility in meeting your
customers’ evolving service requirements— all while reducing service costs.

As a leader in Service Management, BMC has developed a thorough understanding of

the complexities of service and problem management processes. The company bring
this expertise out of the help desk and into the customer service center with their BMC
Remedy Customer Support product. BMC Remedy Customer Support provides:

* Flexible process modeling for guiding service and support agents through established
call management workflow processes by category, resulting in effective issue
resolution, efficient collaboration, and comprehensive work order tracking for both ad
hoc and predefined tasks.
* A panoramic, role-based customer view that includes customer interaction histories
and enables service and support agents to deliver personalized and effi cient service
every time.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 29

About BMC (Remedy)
* Coordination of customer interaction across multiple channels, including telephone,
fax, e-mail, and the Web, ensuring continuity regardless of the channels used.
* A solutions database with efficient search tools that helps agents resolve problems
faster, often on the first call.
* Ability to create, manage, and enforce service entitlement (service contracts)
with flexible overrides, helping increase service and support profitability without
jeopardizing customer relationships.
* A variety of assignment, escalation, and notification options that get issues to the right
people at the right time to ensure fast and effective support delivery.
* Self-service functionality that permits customers to search a knowledgebase and
submit, update, and check issues over the Web, improving customer satisfaction
while reducing the load on the call center.

BMC Remedy Customer Support is built on the adaptable BMC® Remedy® Action
Request System®. As a result, you can quickly configure BMC Remedy Customer
Support to meet the unique needs of your organization and industry — without complex
programming or complicated upgrades.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 30

www.pssoft.com | pssoft.us@pssoft.com | 650-292-7900

Highlights

* Configurable, open-ended solution for end to end management of IT services

* Single point of access for users and IT departments
* Robust reporting engine for sharing between users in a variety of formats
* Workflow management based on ITIL standards

Ownership: Headquarters: Help Desk Products:

Private San Mateo, CA * Service Desk

Founded: Delivery Model:

1991 On-Premise Software

Customer Focus:
Software vendor specialized in IT Asset and Service Management for large enterprises

Select Customers:
Castorama & Brico Depot, Dr. Pepper / Seven Up, State of Geneva, Eurotunnel

Price:
Not Published

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 31

About PS’SOFT
Designed to tackle mid- to large organizations’ issues regarding service management,
Service Desk is an innovative solution that provides end-to-end management of IT
services.

Organized around the customer support activity, PS’Soft Service Desk addresses
service management issues as described by ITIL: management of calls, incidents,
problems, known errors, solutions, control of configurations and changes, supervision of
service levels.

Native integration with the Asset Management Suite repository guarantees that calls
and incidents are processed more efficiently, thus optimizing services supplied to users.
It makes it easier as well to forecast disruptions.

A customer-focused approach based on a profile-based portal and advanced self-

service features: online incident recording and management, knowledge base access,
reports on SLA compliance, announcements on events that impact IT departments,
etc. PS’Soft Service Desk offers a single point of contact between the users and the IT
departments.

Workflow management based on ITIL standards - Service Desk integrates management

of key processes related to changes, incidents and problems in your organization. This
technology allows you to automate certain tasks, ensure dynamic, proactive tracking of
files, and benefit from advanced application integration.

A configurable and open-ended solution - Service Desk is a client/server and Web-

based solution designed to address various customer support issues. Whether
your support teams are centralized, deployed on several sites, outsourced, or even
organized on an international scale, you can personalize and tailor the solution to the
needs of your organization.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 32

About PS’SOFT
Main Features:

* End-to-end management of IT services, from detection to closure

* A single access point for users and IT department
* IT Service Management based on ITIL standards
* Access to online knowledge base
* Proactive supervision of service levels and agreements

PS’Soft is a global provider of business-oriented Asset Management, Service

Management and Software License Compliance solutions. With over fifteen years
experience and thousands of successful deployments, PS’Soft guides organizations
to develop sound asset and service management processes – whether based on ITIL,
other industry standards or an organization’s unique process requirements. And unlike
complex frameworks, PS’Soft’s suite of scalable applications is adaptable, provides
quick time to value and easily integrates with an existing IT infrastructure.

© 2008, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 33