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iET Solutions Delivers New Version of iET Enterprise and iET IT Service Management Suite

Posted on: Thursday, 7 July 2005, 18:00 CDT

iET Solutions LLC, a Platinum Equity company and leading provider of IT service management (ITSM) solutions, today announced availability of the newest version of its iET Enterprise suite of applications, including iET ITSM and iET ProcessAnalyzer. The advanced products offer new capabilities designed to improve the performance of IT service and support organizations and enhance the IT infrastructure to better align IT with the business for maximum value.

"This advanced solution framework and new enhancements give customers enterprise-class functionality at an exceptional value," said Michael Scheib, president and CEO of iET Solutions. "Customer feedback has been a driving force behind our product enhancements - reinforcing our commitment to addressing customer needs and meeting market demands. We have been making significant progress at iET Solutions and we'll continue to drive innovation in the ITSM industry."

New features of iET Enterprise 9.6 include:

-- Multi-entity support: allows customers to store and manipulate data belonging to different customers in the iET Enterprise database. With multi-entity support, iET Solutions can better serve organizations that have sensitivity around certain types of customer data, such as government agencies, healthcare organizations, outsourcing providers, etc.

-- Formatted text controls: allows users to create data using specified font characteristics and include hyperlinks and images within text areas. With formatted text controls, customers have the ability to link incident records directly to relevant documentation or other online resources and embed screenshots directly in the incident record.

-- Oracle 10g, Oracle 9i and SQL Server 2000 support: enables customers to benefit from technology advancements while preserving their investments in existing tools.

New features of iET ITSM 3.6 include advancements to the core ITIL based modules particularly; service level management and configuration management, as well as improved support for customer knowledge management through new workflows for standard solution management help improve IT's value to the business. In addition, iET Solutions has released an updated version of its business metrics and performance solution, called iET ProcessAnalyzer. With iET ProcessAnalyzer version 1.1 customers can examine, analyze and manage service processes by measuring how effectively their service processes operate, determining where there is potential for optimization and thus increasing customer satisfaction and lowering costs. Version 1.1 of iET ProcessAnalyzer is based on the new version 3.2 of ARIS Process Performance Manager and contains additional dimensions and processes as well as enhanced functionality.

iET Solutions' customer Chris Saneda, Director of Customer Services with the Virginia Information Technologies Agency (VITA), beta user of iET ITSM 3.6, said, " We have significantly enhanced our ability to support state agencies with iET ITSM 3.6. The government agencies we support have stringent confidentiality requirements and iET ITSM's multi-entity support allows us to segregate that data securely--with a single implementation of iET ITSM."

iET Enterprise 9.6, iET ITSM 3.6, and iET ProcessAnalyzer 1.1 are now available in English, with support in additional languages to be available in the near future.

About iET Solutions

iET Solutions develops, markets and supports award-winning software applications for the IT and customer service management markets. Our ITSM suite is built around ITIL standards and has been verified by Pink Elephant, a world leader in ITSM education, to be compatible with core ITIL best practices. The iET Enterprise platform consists of a highly integrated, adaptable and scalable set of applications for Customer Service, Helpdesk and Sales Automation. Our strong technology delivers a unique combination of flexible product configuration and rapid deployment to Global 2000 companies worldwide. Headquartered in Framingham, Mass., iET Solutions maintains offices in Germany, Great Britain and North America. Distributors and technology partners serve all other countries. For more information visit www.iet-solutions.com.

Source: Business Wire

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