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Touchpaper is the Only IT Service Management (ITSM) Vendor to Be a LANDesk Global Sales Partner

Posted on: Monday, 19 September 2005, 09:00 CDT

Touchpaper announced today that it has been appointed by LANDesk Software, a leading provider of integrated systems and security management solutions, as the only one of its IT service management (ITSM) vendors to become a LANDesk global sales partner. By establishing a strong commercial and technical relationship between the two companies, Touchpaper and LANDesk will be able to provide uniquely integrated product offerings that will allow customers, for the first time, to set their use of Desktop and Systems Management in a best practice ITSM framework such as ITIL or COBIT.

Touchpaper will deliver LANDesk(R) solutions in many of its 22 global territories and Touchpaper's ITSM products will allow its users to become more efficient as they benefit from a higher level of automation through integration of desktop management functions. One key example of the benefits of product integration is the realization of a properly automated Change Management facility enabling a Configuration Management Database (CMDB) to be automatically kept up to date.*

According to Carl Grieves, Senior Vice President at Touchpaper, the agreement between the two companies will address a very real market need:

"The ITSM and System/Desktop Management markets are very closely aligned from the perspective of business problem management and user need. ITSM is concerned with automation of the processes in and around the IT department, allowing it to provide and maintain a high level of availability of key IT services - with System and Desktop Management being concerned with the functional aspects of provisioning and managing desktops and servers."

"Despite this, in the past there has been a lack of functional integration between the market leading products covering those markets. Touchpaper and LANDesk will be addressing this market gap through our partnership."

Note to editors:

* A CMDB is becoming a prerequisite for a view of how IT can adapt to changing business needs while providing a highly available and secure infrastructure. A practical approach for a successful implementation of a CMDB will require a federated data model with a consistent view that receives at least some data from element-specific tools (for example, desktop configuration management, server configuration management, network management and storage management).

Although a standard desktop management system today can discover assets, this alone does not constitute a CMDB as there is no change history, impact analysis and versioning. That is the province of the CMDB in the ITSM system. The management of the Change Management process happens in the ITSM system, but it has no ability to automatically effect change once it has been properly approved. That is the province of Desktop management. One key benefit from the product integration resulting from the partnership between Touchpaper and LANDesk is the realization of a properly automated Change Management paradigm where the CMDB can actually be kept up to date (as it is automated). This in turn is fundamental to proper IT Governance as well as providing huge gains in efficiency and the ability for IT Directors and CIOs to drive change through the IT department in support of businesses strategic aims.

About Touchpaper

With over 20 years of experience across the UK and Europe, the USA and Asia Pacific, Touchpaper is one of the most established and respected international providers of IT Business Management (ITBM) solutions.

Instrumental in redefining the move away from simple help desk products to complete ITBM solutions and services encompassing IT Service Management (ITSM), Customer Service Solutions (CSS) and Systems and Network Management, we now have over 1700 customers around the world, supporting over 3 million users.

Our goal is to help our customers deliver efficient, effective and secure IT and customer services through teams who exceed expectations for service and drive operational value through a combination of efficient operating procedures and leading edge technology.

Touchpaper is an HDI (Help Desk Institute) Strategic Partner.

Our headquarters are located in the UK with offices in the Americas, Europe and Asia Pacific. For further information please visit our Web site at http://www.touchpaper.com or mail intouch@touchpaper.com

Source: Business Wire

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