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Vienna / Munich - May 24th 2016 - LinkThat introduces the new version of the ticketing software "Myrmex". The focus lies on ITIL support, modern interfaces and merging multiple communication channels such as email, telephone and chat. Version 3.0 is provided as on-premise and cloud solution.

Most of the time, introducing ITIL standards turns out to be an extremely complex undertaking. For that reason, Myrmex prevents fractures in the ITIL conformity automatically by examining all tickets and operations at runtime. Bureaucratic and organizational barriers are bypassed using automated ITIL processes and existing information flows are kept intact. This increases the efficiency of the user, the stability of the services and the organizational transparency.

Emphasis on Individualization

"Building on over 10 years of ITSM experience, our developers and I have designed a ticketing system that bypasses possible barriers of ITIL, thus allowing the standards to add value directly," says Werner Wildberger, ITIL certified consultant at LinkThat. Proximity to users and the handling of customer-specific scenarios is the key in LinkThat's strategies: "Our developers customize every Myrmex installation so that all customer needs are fulfilled perfectly".

The Incident and Problem Management ticketing system uses intelligent detection strategies. If an Incident ticket shows a recurring pattern, a new Problem case is proposed. Additional tickets which fit into the scheme are supported by available FAQ entries, solutions and workarounds. By defining thresholds, reaction and lead times, as well as escalation scenarios, the service team can respond correctly and in a time critical manner.

Multichannel: Everything Under One Roof

As a multi-channel specialist, LinkThat integrates the channels chat and telephony alongside emails directly into the ticketing solution. In addition to a unified user interface for all contact channels, users also benefit from complete and consistent customer records and reporting data. Thanks to modern interfaces via SOAP / XML and REST API, Myrmex is fit for the future and ready for new contact channels and partner systems.

ITIL is a collection of pre-defined and standardized processes, functions and roles within IT infrastructures. More about ITIL and ITSM (IT Service Management) can be found at axelos.com.
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