KACE™ Speeds and Eases ITIL Implementation with New Capabilities

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--KACE™, the leading systems management appliance company, today announced its KBOX™ Systems Management Appliance now offers significantly enhanced support for the popular Information Technology Infrastructure Library (ITIL) best practices, offering users far greater flexibility and speed in implementing the framework’s Incident and Problem Management processes. New easy-to-use customization features within the KBOX Help Desk module drive automation of the most important ITIL processes, enabling KACE to deliver a comprehensive systems management solution for ITIL-based process adoption.

IT organizations recognize the value of ITIL and look to leverage the framework as they roll out new services to help meet regulatory compliance demands and reduce overall IT costs. However, due to the complexity of many solutions, implementation of ITIL processes has historically been a daunting and expensive task, leaving many organizations wondering if ITIL is worth the effort. KBOX offers an easy and cost-effective means for implementing the most important aspects of ITIL, enabling organizations of all size to realize the benefits that ITIL has to offer.

“The benefits of ITIL for IT organizations are huge, but so, too, are the implementation challenges. IT professional oftentimes do not know where to even start,” said Rob Meinhardt, co-founder and CEO of KACE. “KACE helps these organizations see immediate results by reducing the complexity that comes with implementing ITIL’s broad service management packages. Our KBOX solution makes it simple to automate the most important ITIL processes, freeing up valuable IT administrator time to focus on strategic service improvements.”

Today’s systems management solutions are overly complex and targeted at addressing the full breadth of ITIL guidelines. KBOX takes a more targeted approach that ensures real value and ROI are achieved in early phases, focusing initially on the most critical ITIL Service Support components. Enhancements to the KBOX Help Desk module to facilitate this include:

• Flexible parent child workflow options to help scale operations across teams handling incident and problem management processes;
• Custom layout and control mandatory fields in trouble tickets as appropriate for different categories of incident management;
• Configuration compliance via approval enforcement in managing incidents;
• Automated ticket transitions based on service level metrics for user responsiveness.

These capabilities result in greater flexibility to manage incident and problem management processes, easing the entire implementation process significantly. What’s more, KBOX inventory and asset management capabilities provide consistency and up-to-date configuration items through a market leading configuration management database (CMDB) — a key component to any successful ITIL implementation. KBOX enhancements offer IT leaders the opportunity to drive continuous service improvements and significantly improved productivity.

“We have been extremely pleased with the new KBOX Help Desk features that KACE is now offering with its KBOX Systems Management Appliances,” said Brad Corey, network manager for Michigan CAT, a Caterpillar dealership. “New features, such as the ability to customize formatting and move tickets between queues, allows us far greater flexibility, which has resulted in improving the ways that we manage our service desk.”

KACE has partnered with industry analyst firm Enterprise Management Associates (EMA) for an upcoming webinar highlighting how a practical, targeted implementation of ITIL best practices can quickly and cost-effectively deliver benefits of the framework. The webinar, titled “ITIL Gain without the Pain — a Pragmatic Approach to Getting Started with ITIL,” will take place on Tuesday, Sept. 29, at 11 a.m. PT. You can register for the free event by going to: http://www.kace.com/resources/ITIL-Gain-without-the-Pain.

KACE saves its customers both time and money. Systems managers are often forced to wear many hats throughout the day to work on a myriad of IT functions. KACE helps enable these functions by providing a single appliance for all projects, while delivering easy-to-use, comprehensive systems management that is affordable. The KBOX family of appliances fulfills all of the systems management needs of an enterprise, from initial computer deployment to ongoing management and retirement.

About KACE™

KACE™ is the leading systems management appliance company. The award-winning KBOX™ family of appliances delivers easy-to-use, comprehensive systems management capabilities. KACE customers usually install in one day and enjoy the lowest total cost compared to software alternatives.

KACE is headquartered in Mountain View, California. To learn more about KACE and its product offerings, please visit http://www.kace.com or call 1-877-MGMT-DONE.

Helpful Links

• KBOX Systems Management Appliances
• KBOX Systems Deployment Appliances
• Virtual KBOX Appliances