Parature Unveils Social Customer Service Suite

Parature, a provider of cloud-based customer service software, announced today the general availability of its Social Customer Service Suite as part of its multichannel customer service offering.

The product suite includes Parature Social Monitor, a monitoring and response solution designed specifically for customer service teams, and the Parature Facebook Portal, which integrates a 24/7 customer support portal, including self-service knowledgebase, help desk ticketing, and live chat, as part of a brand's Facebook presence. Both solutions can be used independently or together to provide advanced social customer engagement, as well as an integrated part of the overall Parature Customer Service solution.

Read more @ http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Parature-Unveils-Social-Customer-Service-Suite-90477.aspx

IT Asset Management Solutions Acquires Liken's SAM Business

Liken enhances ITAMS' IT Asset and Software Licence Management services portfolio

IT Asset Management Solutions (ITAMS), one of the UK's longest established, vendor independent, consulting and technology companies specialising in IT Asset and Software Licence Management (SLM), today announced its acquisition of Liken's Software Asset Management (SAM) and IT Asset Management (ITAM) business. Liken will remain as a legal entity, but will focus exclusively on other, non-ITAM/SAM, aspects of its business, going forward under the directorship of James Rowlands.

Read more @ http://finance.yahoo.com/news/asset-management-solutions-acquires-likens-070000658.html

Standalone RMM Managed Services Software Is Dead

Standalone RMM (remote monitoring and management) software is dead. Skeptical? Kaseya, Level Platforms and N-able Technologies have each been acquired in recent weeks as part as an accelerating trend toward platform diversification. MSP software suites are proliferating. Radical change won't end there. For MSPs and their software providers, the glory days of managing Windows-based PCs and servers are over. The cloud and mobility now dominate small, midsize and large enterprise IT spending plans. It's time for MSPs to respond -- fast.

Skepical? Take a look at all the recent moves:
Read more @ http://mspmentor.net/acquisitions/standalone-rmm-managed-services-software-dead

Alloy Software Launches Mobile Portal for Alloy Navigator Enterprise

Alloy Software, Inc., a leading provider of service management and asset management solutions, today announced the launch of the Alloy Navigator Enterprise Mobile Portal. Available for free to existing Alloy Navigator Enterprise 6 customers with active coverage, the new Mobile Portal is compatible with a wide variety of smartphones and tablets. It gives remote IT personnel and field service technicians full access to the service desk, allowing them to open, update and track service requests and perform other tasks. Mobile Portal supports Apple iPhone, iPad and a wide range of Android and BlackBerry devices.
Read more @ http://www.alloy-software.com/news/pr_article.html?id=1207

Kaseya Acquired by Insight Venture Partners

Global private equity and venture capital firm, Insight Venture Partners, has bought a significant stake in IT systems management software company, Kaseya, for an undisclosed sum.

Insight Venture Partners managing director, Mike Triplett, said in a statement, “Kaseya is the market leader in IT management solutions for MSPs and mid-market enterprises. We intend to expand on that leadership position and bring significant value to Kaseya, its customers and its employees.”

Kaseya CEO, Gerald Blackie, as well as founders Mark Sutherland and Paul Wong, will leave the company.

Blackie will be replaced by former FatWire Software president and CEO, Yogesh Gupta. 

Read more @ http://www.arnnet.com.au/article/465894/updated_insight_venture_partners_buys_big_chunk_kaseya/

EarthLink to Acquire CenterBeam for Managed IT Services

EarthLink agreed to acquire CenterBeam, a privately held information technology managed service provider with a 13-year track record of delivering cloud computing and hosted IT services, for $22 million.

CenterBeam, which is headquartered in Sunnyvale, California, provides remote managed IT services primarily to multi-location mid-sized businesses.  CenterBeam operates a 140-person IT Support Center providing help desk, desktop technical support and application support services.

EarthLink said the acquisition will further accelerate its strategic transformation into an IT services provider at the forefront of cloud virtualization and provide a broader range of compelling IT products and services to middle-market customers.

Read more @ http://www.convergedigest.com/2013/06/earthlink-to-acquire-centerbeam-for.html

ManageEngine Offers New ServiceDesk Plus Pricing to Step Up ITIL Adoption

Those interested in getting in on ManageEngine's (News - Alert) ServiceDesk Plus system have a whole new option, as ManageEngine announced a new pricing structure that should make ServiceDesk Plus more attractive to both small- and medium-sized businesses (SMBs) as well as full enterprise-level users alike.

ServiceDesk Plus is a help desk software package that takes advantage of the Information Technology Infrastructure Library (ITIL) system to improve IT service management by bringing it more in line with what businesses need. Focusing on five key disciplines, ITIL offers a set of dogmas—procedures, tasks, checklists and the like—that aren't specific to one organization, but can be used across a wider body of industries to ensure that what's going on in the IT services proves useful. This allows IT organizations to not only provide better services that deal with what's needed, but also removes some of the static by getting things that only work in certain cases out of the toolbox. This helps lower costs and improve the overall level of service.

Read more @ http://network-management.tmcnet.com/topics/network-management/articles/340829-manageengine-offers-new-servicedesk-plus-pricing-step-up.htm

Kaseya to Sponsor Gartner IT Infrastrure & Operations Management Summit

Kaseya, the only vendor to provide a complete IT service management on-premises and cloud solution, today announced its silver sponsorship of the upcoming Gartner IT Infrastructure & Operations Management Summit (IOM). Kaseya will also be demonstrating its award-winning family of IT service management technology at booth #623.

Kaseya at Gartner IOM Details When: June 18 - 20, 2013 Where: Gaylord Palms Resort and Convention Center, 6000 West Osceola Parkway, Kissimmee, Florida Booth: #623 For more information and registration, go to: http://www.gartner.com/technology/summits/na/it-operations/register.jsp 

Read more @ http://www.marketwatch.com/story/kaseya-to-sponsor-gartner-it-infrastrure-operations-management-summit-2013-06-12

HEAT Cloud 2013.1 is Now Available

HEAT is the most advanced Service Management solution designed to support on-premise, cloud, and hybrid deployments from a single, unified platform.

HEAT Cloud 2013.1 delivers a host of new capabilities, including

• New User Interface: provides new streamlined and context based user interface for improved analyst efficiency.
• Social Groups: provides the ability to post messages directly to specified service teams, social groups and/or user profiles.

Know more @ http://www.frontrange.com/heat-cloud-20131-release

Wave and Partners Launch Startup Tool Kit Featuring MailChimp, Zendesk, and More

A handful of North America's premier online tools for small businesses are banding together and today announced the launch of Get Startup Tools.

Toronto's Wave along with Box, MailChimp, Zendesk, Uberflip and General Assembly have created a tool kit at GetStartupTools.com that is "the best place to find substantial savings from premium apps focused on helping early-stage companies."

Providing start-up solutions from payroll, accounting and digital marketing to customer support, web development, email newsletters, online content sharing, education and more, the initiative brings entrepreneurs great deals on tools they need to run their business.

Read more @ http://www.techvibes.com/blog/get-startup-tools-2013-06-12

SolarWinds cuts price of PC event manager

SolarWinds has lowered the price of its event management software to encourage organizations to adopt it over other solutions for PCs.

The company said Wednesday it has changed the pricing structure of its Log & Event Manager (LEM) software to differentiate its offering for desktops and laptops from other devices.

The PC pricing for the desktop agent is now called the Work Station Edition, to separate from the version of LEM that goes on a server.

Read more: http://www.itworldcanada.com/news/solarwinds-cuts-price-of-pc-event-manager/147221#ixzz2W4Ls6nWl
or visit http://www.itworldcanada.com for more Canadian IT News