Company: ISOdx Solutions, LLC, Columbus, OH
Company Description: ISOdx Solutions exists to provide your support staff with a powerful tool to solve problems in your customers’ IT environments. By capturing and comparing moment-in-time snapshots, your support team can see what’s different between the current environment and a known working state to answer the most commonly asked support question — “what changed?”
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version
Nomination Title: ISOdx Version 4.3.2
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]:
ISOdx is a forensic software tool that enables organizations to resolve
technology support issues faster than ever before. Our customers include
independent software vendors (ISV’s), managed service providers (MSP’s) and
original equipment manufacturers (OEM’s). By using ISOdx, our customers have
reduced their Mean Time To Resolution (MTTR) by 92% while simultaneously
improving Customer Satisfaction by over 300% and realizing a 100% Return on
Investment (ROI) in six months or less. ISOdx is the only solution that
enables technology support organizations to improve their efficiency,
effectiveness and customer satisfaction by capturing point-in-time snapshots
of their customer’s IT ecosystems and applying customized analytics to resolve
issues faster than ever before.
ISOdx 4.3.2 was released in Q3 of 2011 and includes new functionality that
allows seamless integration with any IT Help Desk Ticketing System by
leveraging the ISOdx standardized Application Programming Interface (API) /
Software Development Kit (SDK). With this new functionality, the ability to
access the forensic information captured by ISOdx is made transparent to the
end-user taking the support call; they can use the same ticketing system they
have always used to access the forensic information critical to resolving
issues faster and improving customer satisfaction.
The genesis for developing our API/SDK is rooted in the quarterly “product
road map” conference calls that we conducted earlier this year. The calls are
structured as a collaboration with our customers and we encourage their input
and feedback on the product enhancement plans that the ISOdx engineering team
presents. During these calls, our customers indicated that value of the
forensic information captured by ISOdx could be increased by providing
alternative access methods, in addition to the standard ISOdx web interface.
We worked with our customers to develop a high-level design for the API/SDK,
specifically identifying what functionality would be required for the first
phase of the enhancement that would be delivered in ISOdx 4.3.2. After
completing the high-level design, the ISOdx engineering team was able to
complete the detailed design, development, testing and deployment in
approximately 3 months. We partnered with one of our customers to conduct
a “beta” implementation of the API/SDK, and during the thirty-day beta period,
the API/SDK performed flawlessly – not a single bug was identified.
From a technical perspective, the ISOdx API/SDK has been developed using the
most current, proven methods available for large-scale, enterprise solutions.
The API adheres to standards similar to Google Data and leverages the Atom
Syndication Format, the Atom Publishing Protocol, XML & REST. The SDK is
developed in PHP and is a self-documenting development kit that allows our
customers to build proprietary, customized interfaces to the API.
The first customer to use this new functionality has successfully integrated
ISOdx with their Remedy ticketing system and has realized significant benefits
as a result of this combination in less than three months (refer to supporting
documentation from this customer for details on the benefits derived).
For more information on our API/SDK, you can visit our website at:
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]:
Provide a brief biography about the leader(s) of the team that developed this nominated product or service:
Chief Technology Officer
Prior to his appointment as ISOdx Solutions CTO, Mike served as vice president
of Technical Services for Resource One Computer Systems. He also held
positions with Sun Microsystems, Retrobox (now Intechra) and The Ohio State
University's Computer and Information Science Department. Mike began leading
the development of ISOdx in 2004. Mike is a member of the Technology
Innovation Executive Forum (TIEF). He is a graduate of The Ohio State
University with a bachelor’s degree in Management Information Systems, and was
recognized in Business First's Columbus 40 under 40 in 2000.