Company: InteQ, Bedford, MA
Company Description: Founded in 1995, InteQ is a leader in on demand IT Service Management (ITSM), providing a comprehensive suite of managed services, an on-demand service desk, and award-winning training and consulting in ITIL – the IT Infrastructure Library. InteQ’s on demand solutions have been successfully implemented in over 90 countries through its global service delivery model.
Nomination Category: Products & Product Management Categories
Nomination Sub Category: New Product or Service of the Year - Computer Software - Software as a Service

Nomination Title: InteQ’s On Demand Service Desk, InfraDesk

Tell the story about this nominated product or service (up to 500 words). Describe its function, features, benefits, and sales to date. You may include hyperlinks to product photos and data sheets. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

Prior to the availability of Software-as-a-Service (SaaS) delivered solutions
within IT Support, organizations devoted substantial portions of their annual
budgets to purchasing, implementing and maintaining traditional help desk
software. In addition, the applications were often complex and required strong
programming skills and full-time administration personnel to maintain the
application and allow it to fit the needs of the environment. Forced, costly
upgrades are often imminent and unpredictable and implementation cycles could
extend past 1 year.

Companies, today, continue to struggle with the high costs associated with
their legacy traditional enterprise service desk applications. InfraDesk™ is an
On Demand Service Desk solution that is designed specifically to meet the needs
of organizations of all sizes that are under pressure to improve their IT
Operations and elevate their contributions to corporate objectives while
reducing operating expenses.

Designed upon InteQ’s core experience implementing and consulting in enterprise
service desk applications coupled with the company’s dedication to ITIL best
practices, InfraDesk™ takes into account the specific needs of the environment
in which it resides. While traditional enterprise apps commonly require
programming skills to customize the application using skilled programmers,
InfraDesk™ is fully configurable in a simplistic manner.

Upon provisioning, the application is delivered with out-of-the-box ITIL-based
modules including Incident Management, Problem Management, Change Management,
Configuration Management, Knowledge Management, Service Level Management and
Service Request Management.

Adapt Workflow without Programming:  InfraDesk enables you to incorporate
changing business needs and process needs into the Service Desk application
without having to maintain a development staff. All of the changes, be it
support actions, new business rules or automated notifications, can be
accomplished without a single line of code or script. InfraDesk allows
customization by configuring the workflow without any programming.

Action-based Automated Routing: InfraDesk provides you with the ability to
create support actions to move tickets through a defined and established
lifecycle. InfraDesk provides intelligence to automatically route tickets based
on ticket content.

Highly Productive User Interface: Technicians can take advantage of the highly
productive user interface to work multiple tickets at the same time. InfraDesk
allows Technicians to open separate windows and work in parallel improving
overall efficiency.

Enterprise Integrations & Readiness: InfraDesk’s open architecture allows for
easy integrations with other third party enterprise software. Out-of-the-box
adapters are available to enable integrations such as Single Sign-on, data
synchronization with Active Directory and automated ticket creation based on
alerts received from network management systems.

Reduce Operational Costs: The Software-as-a-Service model eliminates the need
for infrastructure procurement and hosting, system administration, maintenance,
backups, software licenses, etc and reduces costs by nearly 70%.

Simple, Affordable & Scalable: It is simple to maintain and use, reduces
operational costs thus making it very affordable and able to keep pace with the
organization's growth.

InfraDesk is presently used to support over 50,000 end users worldwide
and is implemented in organizations such as Timberland, Eastern Mountain
Sports and Sierra Atlantic.

List hyperlinks to any online news stories, press releases, product reviews, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.inteqnet.com/help-desk-solution-released.html
http://www.inteqnet.com/web-based-help-desk.html
http://www.inteqnet.com/pdf/Infradesk_datasheet.pdf
http://www.inteqnet.com/pdf/InfraDesk_Features_Functions.pdf
http://searchwinit.techtarget.com/generic/0,295582,sid1_gci1348675,00.html#

Provide a brief (up to 100 words) biography about the leader(s) of the team that developed this nominated product or service:

Yash Shah co-founded InteQ Corporation in 1995 and presently presides as
President and CTO. In his role, he is responsible for the management and
execution of the company’s technology strategy, including new product
development. He is a strong advocate for innovation and is credited for taking
complex and arduous applications to the next level by building and delivering
disruptive solutions in targeted markets.  He holds a Bachelor of Science
degree in Mechanical Engineering from Clarkson University and is presently on
the Board of Directors for the Boston chapter of The Indus Entrepreneurs (TiE).