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SAN FRANCISCO, CA -- (Marketwire) -- 09/18/12 -- SALESFORCE.COM DREAMFORCE -- ITinvolve, the first cloud-based social IT service management solution, today announced it has launched ITinvolve for Service Management™ on salesforce.com's AppExchange, the app marketplace for the social enterprise. ITinvolve for Service Management is a breakthrough innovation that helps IT service desk professionals resolve incidents, manage problems, and understand the impact of changes to IT systems and services by harnessing the power of IT staff knowledge. The announcement was made today at salesforce.com's Dreamforce 2012 in San Francisco. ITinvolve executives will exhibit in booth #20 at the Dreamforce Expo.

Unlike any other industry offering, ITinvolve for Service Management empowers IT staff through Active Knowledge Delivery, an innovative and highly effective approach to IT service support and delivery. By harnessing the knowledge of IT staff resources, ITinvolve for Service Management automatically notifies and delivers critical information and analysis to IT professionals -- dramatically reducing mean time to repair (MTTR) and improving first call resolution.

'IT service desk tools themselves are no longer sufficient for maintaining business productivity,' states the Summary View of Gartner Research's Magic Quadrant for IT Service Support Management Tools, published Aug. 20. While the report cites a host of niche players and challengers, 'no vendor met the criteria this year to show they are Leaders in this evolving market.'

Comments on the news:

• "ITinvolve is the first major innovation in the IT service desk market in years," said ITinvolve co-founder and Chief Executive Officer Logan Wray. "The IT service desk market contains literally dozens of commodity players, who provide systems of record for ticketing and incident handling. ITinvolve represents the evolution to social service management that harnesses expert human knowledge and facilitates new levels of collaboration to dramatically improve the way IT professionals respond to incidents, resolve problems and anticipate the impact of changes."
• "The ITinvolve team worked directly with customers to understand how to fundamentally improve the efficiency, speed and confidence necessary to make decisions that improve first call resolution rate, reduce Mean Time to Repair (MTTR), and achieve SLA requirements," said ITinvolve co-founder and Chief Technology Officer Rob Reiner.
• "Companies around the globe are transforming the way they connect with customers, partners and employees through social and mobile cloud solutions," said Mike Rosenbaum, senior vice president AppExchange and Force.com Operations, salesforce.com. "Partners such as ITinvolve, are leveraging the power of the Salesforce Platform to provide customers with the right tools to accelerate their success in the cloud."

ITinvolve for Service Management with Active Knowledge Delivery delivers highly unique and innovative capabilities, including:

• Social Knowledge Management provides a single, federated and trustworthy source of knowledge for the IT environment by capturing the collective knowledge of the IT team in order to understand all relationships and dependencies in the IT ecosystem, including policies, people, devices, applications and business services.
• Impact Analysis presents visually meaningful views of relationships and dependencies so impacts and risks are immediately identified from any stakeholder perspective in the IT environment.
• Active Knowledge Delivery ensures time and money is never wasted hunting for information that should be readily available. Active Knowledge Delivery presents the critical knowledge and intelligent analysis needed to resolve incidents faster, identify the root causes of problems and understand potential impacts of changes.
• In-Context Collaboration ensures that everyone involved shares relevant information- without unnecessary noise and distractions. IT professionals can make collective decisions faster and easily capture important information discussed so lessons learned never have to be re-learned.
• Virtual Process Enablement dramatically improves the efficiency and effectiveness of the change, incident and other critical IT management processes. ITinvolve virtual channels include the right IT stakeholders are able to collaborate with the right information to make faster decisions without lengthy meetings.

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About ITinvolve

ITinvolve is the first cloud-based IT management solution for the social enterprise. ITinvolve helps IT professionals understand and manage complex IT environments, automatically providing the knowledge needed to resolve incidents faster, understand the root-cause of problems completely, and substantially reduce risks associated with bad changes. ITinvolve lowers the cost of delivering great service to IT consumers. Built on the secure and scalable Force.com platform, ITinvolve requires no hardware or software installation and is remarkably easy to use. Call 1-877-741-8944, visit www.itinvolve.com or follow on Twitter @itinvolve