Vector Networks Announces General Availability of Vector HelpDesk v5.5 -- Updated foundation of Vector's Service Management incorporates new features to make ITIL a reality

July 18, 2007 – Atlanta Ga, and Montreal - Vector Networks today announced the general availability of Vector HelpDesk v5.5, an update of the foundation of the company's comprehensive Service Management offerings. The newly updated version makes ITIL a practical reality in the SMB and middleprise markets.

"Industry analysts and specialists have frequently stated that 'flexibility and intuitive use' are necessary and have to pervade the feature set of any solution in order to deliver on ITIL principles," said Colin Bartram, technology director of Vector Networks. "Both characteristics are strongly represented in v5.5's introduction of powerful email integration functions."

With ever more demanding Service Level Agreements increasing the pressure on resolution times, it is critical that incoming issues are routed swiftly and if possible automatically to the most appropriately skilled support analyst. Vector HelpDesk v5.5 accomplishes this with a powerful new Mailbox Workflow rules engine that analyzes incoming issue emails and invokes appropriate pre-defined actions such as optimal routing for the issue.

Erick Yanez, head of development engineering for Vector Networks stated that, "Many dispersed organizations use multiple mail servers, even in the SMB/SME market. In response, HelpDesk v5.5 provides Multi-server E-mail configuration, enabling the Mailbox Workflow engine to monitor email from multiple accounts and multiple e-mail servers. We developed this as a Web-based feature, allowing configuration details to be changed at any time, from anywhere."

All email traffic generated in the course of submission, investigation and resolution of an issue is automatically linked into an easy-to-view Issue History. These histories support Issue text search, facilitating finding related issues.

Kevin Kiley, VP sales for the Americas, reports that, "Our customers tell us that average issue resolution times can be greatly reduced if analysts can locate and exploit previous issue resolutions of the same nature."

Support operations gain a further boost in efficiency from the new on-line Self-service Issue View, which allows end-users to both post issues to the help desk and review the status of their issues at any time without using analyst time. This view can also be used by the end-user to add further details for the analyst - increasing problem/resolution communications.

As an alternative to connecting to a website, users can request an Emailed Status Report at anytime, simply by clicking a 'mailto' link that is sent out with the initial response to the receipt of the issue. Kiley added, "Self service has to be simple and practical or it ends up unloved and unused!"

To streamline operations where the user population can change frequently, HelpDesk v5.5 can now be configured to automatically add users as new contacts upon receiving a new issue email.

Visit the Vector HelpDesk product page to learn more.

About Vector Networks

Vector Networks is a leading provider of scaleable asset and service management solutions that streamline IT operations for any size organization.  Vector AM Professional improves visibility, optimizes utilization and streamlines the management of IT assets through inventory, metering, software distribution and streaming-based application provisioning.  Vector SM Professional increases the efficiency of IT services in one complete, proactive and centralized package by incorporating HelpDesk, inventory, and remote control and diagnostic features.  With Vector products installed on over three million desktops and servers worldwide, privately-held Vector Networks drives the IT management of some of the world's largest organizations.  Visit for more information.

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