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LaSCA Realizes Immediate Benefits with TechExcel ServiceWise

Healthcare Services Firm Implements TechExcel’s Help Desk Software to Better Manage Customer Relationships throughout the Entire Customer Lifecycle

LAFAYETTE, CALIFORNIA and PRESTON, UNITED KINGDOM, September 14, 2010 – TechExcel, Inc., a leading provider of IT Service Management and help desk issue tracking software, today announced that Lancashire and South Cumbria Agency (LaSCA), has implemented TechExcel ServiceWise to manage ten Primary Care Trusts (PCT) registers and administrative services. ServiceWise is a customizable help desk and IT Service Management (ITSM) solution that enables automation and streamlining of IT services and help desk activities with configurable workflows, process management, email notifications, and a searchable knowledgebase. LaSCA chose ServiceWise to progress internal operations, enable reporting functionality and to improve their customers’ experience through a fully integrated and knowledge-centric support portal.

LaSCA is a unique healthcare services firm that connects healthcare organizations, patients, and consultants, manages patient population registers and provides administrative services. TechExcel’s ServiceWise enables LaSCA to ensure their IT department meets their goals through the use of a fully customizable and automated solution. By providing all clients with access to real-time information, in the manner they choose to receive it – whether via email notifications, a self-service web portal, or web conversations – LaSCA is now equipped to cost effectively maintain solid customer relationships.

“We needed a solution that is well designed, scalable, and cost effective,” said Mark Gannon, IT Manager for LaSCA. “Our help desk software solution needed to keep up with our growth and change. TechExcel’s ServiceWise grants us the ability to configure the solution to best suit our needs both now and in the future. This coupled with TechExcel’s first-class and experienced support staff, makes ServiceWise our choice in […]

By |September 14th, 2010|Categories: News, press releases 2014 & before|Comments Off on LaSCA Realizes Immediate Benefits with TechExcel ServiceWise

IT Service and Support Teams Urged to Celebrate Customer Service

LONDON, ENGLAND, August 23, 2010 – IT service desks across the UK and Europe are once again being urged to celebrate the importance of excellent customer service by taking part in IT Service Week – 4-8 October.

Running alongside the increasingly popular National Customer Service Week initiative which has been running since 2001, the Service Desk Institute is calling all IT service desks and support teams to get involved in IT Service Week and promote the excellent service they give to their customers, both internal and external.

Activities to promote the service desk could include job swaps between frontline analysts and management, fancy dress or themed days, PC support drop-ins, IT support roadshows and inviting customers to nominate their IT service ‘hero’.

The main purpose of IT Service Week is to:

  • highlight the dedication of the entire service desk team – first line, second line and field engineers in delivering great customer service
  • let work colleagues and customers know how vital the role of the IT support analyst/engineer is and that the IT service team committed to meeting and exceeding customer expectations
  • ‘blow the trumpet’ of the IT service desk staff who work hard and go that extra mile to ensure the technology in their business continues to function
  • boost the morale and teamwork of the IT service desk
  • recognise and reward those teams and employees who deserve it

“We know how much IT service and support teams care about the service they provide to their colleagues and customers; now we want them to show it,” says Howard Kendall, founder and chairman of SDI. “IT Service Week offers service desks the perfect opportunity to showcase the superb work of their patient and hard-working analysts and engineers and show exactly how much they contribute […]

By |August 23rd, 2010|Categories: News, press releases 2014 & before|Comments Off on IT Service and Support Teams Urged to Celebrate Customer Service

TechExcel Showcases ServiceWise U at Campus Technology 2010

LAFAYETTE, CALIF. – July 19, 2010– TechExcel, Inc., a leading provider of IT Service Management (ITSM) software, will showcase its ServiceWise U solution suite at Campus Technology 2010, taking place July 19 – 22, 2010 at the Seaport World Trade center in Boston, Massachusetts. The company will share how its ITSM solution supports successful universities and educational institutions throughout the world.

TechExcel ServiceWise is a configurable and scalable software suite for help desk management and IT service management. ServiceWise U provides a set of pre-configured help desk and ITIL solutions from the TechExcel Service Suite that are tailored specifically for the digital campus. It helps automate and streamline IT help desk activities with configurable workflows, process approvals, email integration, IT project management, integrated knowledge management and dedicated student self-service portal. The powerful features and the ease of maintenance make ServiceWise U a powerful solution for University and College systems worldwide.

“TechExcel’s presence at Campus Technology 2010, speaks to our commitment of providing feature-rich and benefit-oriented solutions to the education sector,” said Tieren Zhou, founder and CEO for TechExcel. “ServiceWise was architected to provide totally configurable help desk and IT service solutions. The challenge for universities, that need high-end enterprise ITSM solutions, is that these same solutions often require extensive effort to maintain and are unpredictably expensive for total cost of ownership – ServiceWise U is the smart alternative.”

TechExcel has successfully helped several universities including University of Princeton, East Caroline State University, and University of Berkeley to switch to TechExcel’s ServiceWise solution to manage their help desk and total IT service processes with a much lower and controllable cost of ownership. For more information on ServiceWise U, visit https://techexcel.com/solutions/education.

TechExcel will be exhibiting at booth #446 on the […]

TechExcel Announces Live Webinar – Free Yourself: Investigative Discussion of What Determines ITSM Total Cost of Ownership

Topic Presented Highlights Market Landscape Trends and Factors in IT Service Management TCO

LAFAYETTE, CALIF. – July 13, 2010 – Overview: Organizations today are tasked with saving money now – but true savings come from understanding the full spectrum of financial benefits to an ITSM solution. From ROI, to internal rate of IT, to swift economic justification – this webinar will explore the current ITSM vendor landscape and offer insights into how you can save long term while achieving immediate success and efficiency with:

  • configurable workflows
  • unlimited scalability
  • integrated knowledge management
  • automatic escalations
  • and more.

Rickard Jönsson, TechExcel Senior Business Development and Marketing Manager – EMEA, will discuss the factors that organizations must consider when evaluating an ITSM solution. In addition to feature requirements, Mr. Jönsson will explore the benefits available to those that purchase and evaluate a solution while taking in the full range of considerations. Discussions on various organizations’ successful implementations and outcomes will provide attendees with real world examples.

This event will be held on Wednesday, July 28, at 11:00 am PST (2:00 pm EST), and is scheduled to last 45 […]

TechExcel Announces ServiceWise and CustomerWise 8.5

LAFAYETTE, CALIF. – March 16, 2010 – TechExcel, Inc., a leading provider of Application Lifecycle Management (ALM), IT Service Management (ITSM) and Customer Relationship Management (CRM) software solutions, today announced the release of ServiceWise 8.5 and CustomerWise 8.5. The latest releases include both new features and enhancements designed to increase visibility and provide intelligence for all customer support business processes and deliver a solution that supports the growing number of applications, devices, and mobility of today’s workforce. Also included is an updated project planning tool, TechExcel ProjectPlan, that provides integrated project planning and resource management for IT managers and service teams. ProjectPlan gives managers complete control over project information, scheduling, and resource management through its real-time integration.

“In today’s harsh economic climate it is vitally important that enterprise systems deliver outstanding value and features such as time and cost tracking are essential in managing a successful business.” said Tieren Zhou, Ph.D., CEO and Chief Software Architect at TechExcel. He continued, “The enhancements we’ve added improve usability and an improved project planning tool, new automatic customer satisfaction surveys, and the ability to manage assets and knowledge externally through an API interface add great value. The new features in ServiceWise and CustomerWise elevate the ability of support teams to accommodate the needs of modern IT organizations and keep their customers informed every step of the way.”

TechExcel is dedicated to developing software solutions with built-in business intelligence that can be easily configured by users to optimize their business processes. By providing integrated CRM, help desk, defect tracking and test management applications, TechExcel integrates Web, wireless, and client/server technologies […]

By |March 16th, 2010|Categories: News, press releases 2014 & before|Comments Off on TechExcel Announces ServiceWise and CustomerWise 8.5

TechExcel’s Agile Studio blends methodologies

By Katie Serignese – March 1, 2010

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The introduction of agile methodologies to application life-cycle management is an up-and-coming space, but while some development tool providers cater to strict agile methods, others are creating agile platforms for a blend of methodologies.

In the current market, TechExcel has found that one third of teams don’t have a methodology, one third are using traditional waterfall and iterative approaches, and the remainder are more strictly agile, said Jeff Johnstone, vice president of product management for TechExcel.

Johnstone added that although a lot people talk about going agile, it is not a switch that can be flipped overnight. “People need to evolve, and Agile Studio is one way to do it.”

Released on the first of March, Agile Studio provides both out-of-the-box support for major agile methodologies and traditional approaches, Johnstone said. “We’re not limiting ourselves to just being agile. We’re also acknowledging the other one-third of the market.”

TechExcel, an ALM software vendor, created Agile Studio to be “source-code neutral,” which will allow users to develop on any software platform, he said.

The studio comes with a set of default projects (defined as a complete set of configuration settings) that can be used as templates when developing, Johnstone said. These templates are fully preconfigured based on the methodology chosen, and the methodologies include Scrum, XP, test-driven, feature-driven, iterative and waterfall methods.

These can then be used as a starting point for each team to customize to their needs, he said. So those using waterfall or iterative approaches can use backlogs and burn-down charts if they so choose. “Agile concepts can be applied, and teams can become more iterative and dynamic,” Johnstone said.

Agile studio is a bundle of three products: […]

TechExcel Announces Agile Studio for Managing Balanced Agile Development

LAFAYETTE, CALIF. – March 1, 2010 – TechExcel, Inc., a leading provider of Application Lifecycle Management software, today announced the release of Agile Studio, a new Agile Development platform that empowers organizations to mix elements from multiple Agile and traditional development methods. With Agile Studio, organizations can now balance both Agile and non-Agile practices to best support their processes and priorities, while still retaining the benefits of a single integrated system across the entire enterprise.

Agile Studio is an ideal solution for organizations requiring a customized approach for Agile Development. Providing out-of-the-box support for all major Agile methods including Scrum, XP, and test-driven development, the new Agile Studio also incorporates elements of traditional development such as resource planning, project management, and defect tracking which development teams can enable as needed. By mixing preferred practices from multiple methodologies, Agile Studio allows organizations to create a well balanced software development process that supports their unique needs. Agile Studio also provides optional extensions for more formalized requirements management, quality management, and timesheet automation if needed, which integrate seamlessly into the Agile framework.

“Our own customers, as well as a variety of recent industry research, clearly indicate that Agile has moved into the mainstream of software development”, said Tieren Zhou, TechExcel’s CEO and Chief Software Architect. “What has been surprising though is that about two thirds of all Agile teams have implemented a mixture of multiple methods, even including practices from more traditional development. Our tools have always supported Agile Development, but the new Agile Studio is a significant evolution of our product line that addresses this growing trend […]

By |March 1st, 2010|Categories: News, press releases 2014 & before|Comments Off on TechExcel Announces Agile Studio for Managing Balanced Agile Development

Amcom Software Selects TechExcel CustomerWise Help Desk Solution

LAFAYETTE, CALIFORNIA , August 10, 2009 – TechExcel, Inc., a leading provider of IT Service Management and help desk issue tracking software, today announced that Amcom Software has selected TechExcel CustomerWise for their Customer Service Data Centers in Minnesota, New York, Florida and Australia. CustomerWise is a powerful integrated CRM solution used to optimize processes among sales, marketing, and customer support teams. Using CustomerWise, Amcom Software will improve collaboration and communication, enabling them to resolve issues more efficiently and exceed their customers’ service expectations.

Minneapolis-based Amcom Software provides technology solutions for organizations that depend on speed, accuracy, and productivity to manage mission-critical, day-to-day, emergency and event-driven communications. Amcom Software’s advanced solutions are used by thousands of leading corporations and organizations in healthcare, education, hospitality, business and government. With thousands of enterprise-level installations currently in place, Amcom’s proven technology platform and expert services support some of the most vital communication systems and processes in the world.

Presently Amcom has five call centers using four different help desk solutions with limited web portal capabilities. Amcom chose TechExcel after evaluating Help Desk solutions from five vendors in an effort to bring together their silo systems into a single solution, standardize the way they service their customers, and unify the customer experience across their call centers. By consolidating onto one application and rolling out web portal functionality, Amcom will provide additional self-service avenues for their customers and improved customer service.

Delivering superior customer service is key to maintaining customer relationships. CustomerWise helps organizations optimize support process by providing teams with everything […]

By |August 10th, 2009|Categories: News, press releases 2014 & before|Comments Off on Amcom Software Selects TechExcel CustomerWise Help Desk Solution