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In other news, Autotask is becoming ITIL-compliant by adding problem management and change management modules to its offering. The problem management component is being delivered this month, and change management is expected shortly thereafter.
"Change management introduces the concept of the change order to the system," explained Autotask's Burns. "Previously, somebody could use a service ticket as a change order, and just put a different classification on it, but now the product supports full change management workflows, including approvals, automatic notifications, etc."
The opportunity to streamline processes and procedures, especially problem management, resonates with Tom Clancy, vice president of sales, at Valiant Technology, a New York City-based managed service provider.
"The problem management [module] is going to make a big difference for us because we provide service for 60 or 70 companies in our market, and a problem can extend across a number of customers so this gives me the ability to track issues more efficiently," he said. "The updated project module is also very efficient. As we add our tasks in the specific steps to the project, the actual calendar is going to automatically populate. And if we end up having to delay, I can delay the entire list of tasks on a dynamic basis simply by doing a project slide."
Other aspects, such as service-level management, configuration management, complaint management and knowledge management are all already supported, according to Burns.
"ITIL compliance will help us to follow the same standards because they're shaping the product around it," commented Tinnirello of Anchor Network Solutions.
Conference attendees will also hear details of a new instructor-led training program that will be used to augment training delivered by electronic means. Product road maps will also be discussed, particularly around an enhanced security framework and a forthcoming sales assessment planner.
Approximately 700 people are expected to attend.