London, United Kingdom: NetworkD Group, a global leader in IT Service Management Solutions, today officially released HiTIL™, a unique tool that leverages a customised configuration of the FrontRange HEAT® Service and Support product and transforms it into a full-featured IT Service Management solution. Dramatically improving the efficiency and effectiveness of both internal and external service desks, HiTIL™ succeeds at delivering the tangible benefits of a process driven service desk model whilst avoiding the major overhead of a full ITIL® implementation.

Receiving an unprecedented welcome by the Service Desk industry, HiTIL™ was revealed last week at the Help Desk and IT Support Show (HITS) Annual Conference & Expo at the Olympia Conference Center in London. "HiTIL™ applies the real-world knowledge of ITIL® disciplines into the recognised leader in Service Desk usability. a blend of HEAT® versatility and NetworkD ingenuity. When combined, the results are something truly unique in the market and certainly turns heads," commented Mark McGinn, NetworkD Chief Technology Officer.

Over the past 10 years, ITIL® has developed into the most widely accepted set of guidelines for achieving best practice in IT Service Management. Comprised of a comprehensive framework of approaches for attaining business success, ITIL® helps organisations improve service delivery and reduce the cost of IT expenditures. Due to a host of reasons including: lack of employee size to task with specific management roles, and huge consultancy and software overhead; implementing ITIL® has been relatively limited to large IT enterprises with equally large budgets.

Focusing heavily on ITIL®, HiTIL™ supports leading industry best practices, to help measure and communicate the value and impact of IT initiatives on the business. "We pride ourselves in the ability to meet specific requirements of each engagement. as ITIL® continued to gain momentum; it became obvious that interest in ITIL® methodologies no longer existed solely with enterprise organisations. The marketplace needed a solution that addressed the key components of ITIL® and allowed rapid adoption of technology without the corresponding burden on time and resources typically associated with this type of project. We had the process knowledge, the implementation expertise and the development capacity to make this happen. In all good conscience HiTIL™ made so much sense it was impossible not to develop it," commented Ashley Leonard, President and CEO NetworkD Group.

NetworkD has been a leading Partner of FrontRange for over 4 years and has deployed some of the most complicated and intricate installations of HEAT® systems in the marketplace. Chris Dancy, NetworkD Director of Product Development remarked, "NetworkD has chosen its strategic partners carefully. Our relationship with LANDesk® and FrontRange® has proven the power of selecting best-of-breed technologies. integrating and enhancing them. With HiTIL™, NetworkD has created an ITIL® framework for HEAT® Service and Support, taken it's own industry best practices, and embedded them directly into the product. creating an out-of-the box experience unparallel in the Service Desk industry."

HiTIL™ is made up of five core technologies: HiTILclassify™, HiTILbrowse™, HiTILalert™, HiTILmail™, and HiTILbridge™. With each incident or problem logged, HiTILclassify™ creates a searchable and indexed category, call type, and item at the press of a button. This equips Service Desk professionals to quickly categorise, classify, and report on asset performance in their IT environment without having to remember lengthy navigation menus.

HiTILbrowse™, a Microsoft® .net application, seamlessly links disparate parts of the service desk by connecting changes to any incident, problem or configuration item. By creating and managing these relationships, IT managers and Service Desk professionals are better able to control the impact of changes to IT services and components. A holistic view into how each change will affect the organisation enables easy prioritisation and approval. This ensures that the business goals and IT services are in constant alignment.

HiTILalert™ is an interactive process flow solution that uses pop-up messages to provide Service Desk staff with step-by-step instructions on how to navigate organisational specific workflows. Unlike most programs that force users into predetermined paths, HiTILalert™ allows IT organisations to create tailored messaging that will guide users along their chosen workflow.

HiTILmail™ provides a fresh outlook on email interaction with customers by facilitating rich text emailing capabilities within HEAT®. The service desk is no longer limited to traditional, basic text communication, improving the perception of IT.

Leveraging HiTILbridge™ technology, HiTIL™ copies and updates inventory records from LANDesk Management Suite® or Microsoft SMS® into the HEAT® database. With the ability to easily track computer assets against call tickets and pull reports detailing problem computers and devices, asset managers and service desk administrators alike can further maximise their existing investment using HEAT® as an asset management database and PC lifecycle management solution. Preventive maintenance tickets can be created automatically when predetermined thresholds are met or exceeded. Armed with this information, the service desk transforms itself from reactive to proactive.

"For over 10 years NetworkD has provided world-class solutions to our clients ranging from small to large multi-national service desks. With decades of experience, we have the national and international ability to understand and deliver what our clients need. External organisations, including Gartner, continue to validate the solution.. more importantly, the continued relationship with our current clients has given HiTIL™ an extremely warm reception. This combination of skills and knowledge has culminated in a result many in the industry thought impossible to achieve," commented Mark McGinn, NetworkD Chief Technology Officer.

About NetworkD Group
Established in 1996, NetworkD is a leading provider of IT Service Management Solutions to enterprise organisations worldwide. Focusing on solutions that take the best of ITIL and operational best practices, NetworkD offers best-of-breed solutions in the areas of Asset Management, Desktop Management, Service Desk Management, Security and Patch Management, Server Management, and OS deployment. With a reputation for innovative solutions and technologies, NetworkD has over 5,000 clients globally and has been honored with over 75 awards. Headquartered in Newport Beach, Calif., NetworkD has established presence throughout the United States, United Kingdom, France, and Germany. Visit www.networkd.com for more information.

For more information, please contact Karen Stones
Tel: +44 (0) 1256-338-470 Fax: +44 (0) 1256-338-471

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