The Launch Pad
Join us in the Expo Hall for these 30 minute rapid-fire new product demonstrations of the latest and greatest products in the technical and customer support industry. You’ll be among the first to witness the launch of new products and major releases from top solutions providers, presented live from our Expo Main Stage!

The Launch Pad Schedule

Sunday, March 19th

Launch 1
6:15pm – 6:45pm: Avatier Corporation
Securely eliminate password reset Help Desk calls and improve quality of service with Avatier Password Station

Do your end users call the help desk when they forget their passwords or their accounts becomes locked? For many organizations, these calls comprise 15-40% of ALL help desk calls. You can securely eliminate virtually all of these time consuming calls by implementing a 7x24, automated self-service password management system. Please attend Avatier’s 30 minute presentation and learn how our customers have eliminated these calls while increasing client satisfaction with a simple 15-20 minute installation. Avatier will be presenting real-world customer success stories from medium to enterprise sized organizations.

Launch 2
6:55pm – 7:25pm: Touchpaper
IT Business Management – Maximize the Potential of Your Internal Support and Customer Service
ITBM enables business to provide the highest level of support and service to internal and external customers. Touchpaper’s ITBM Suite provides a powerful, strategic tool that aligns IT and customer service with an organization’s business and operational goals, measured through Key Performance Indicators (KPIs), and designed to improve employee productivity and increase customer satisfaction. ITBM integrates three disciplines: IT Service Management (ITSM) Customer Service and Support (CSS) and Network and System Management (N&SM).

Launch 3
7:30pm – 8:00pm: Aeroprise, Inc.
Analysts and customers agree that mobility is the next big thing in service management. As IT organizations develop strategies to align themselves with business objectives the need to improve productivity and response time while reducing support costs is greater than ever. Find out what it takes to make your organization a strategic service provider by leveraging mobile technology.

What is your mobile strategy?

• Learn how blue-chip IT leaders like Lockheed Martin, Safeway and the DoJ mobilized their Service Management applications.
• Find out how companies, government and educational institutions around the world are saving millions of dollars by bridging the gap between their deskbound tools and mobile employees.
• See why leading CIOs are turning to wireless solutions to eliminate expense leaks generated by desktop applications and mobile employees.

Mobile service management leader Aeroprise will present a live demonstration of their award-winning Mobile Service Management product and be on hand to discuss industry trends that are critical to the success of your project and best practices from deployments that yielded quick ROI and exceeded expectations.

Monday, March 20th

Launch 4
12:15pm – 12:45pm: SupportSoft
Make IT Support a Forethought, Not an Afterthought

More companies are recognizing that for IT services to be a competitive advantage, their technology has to be up and running – simply, consistently and reliably. Service automation software is evolving to make the real-time enterprise a business reality. With the pace of technology change increasing, it’s not a question of “if” but “when” you will automate. SupportSoft showcases its latest automated solutions for proactive support, self-service and assisted service which can enable companies to drive productivity and cost reduction.

Launch 5
12:55pm – 1:25pm: Computer Associates
CA SupportBridge and the Value of Support Automation

Join Vinay Gidwaney, VP Product Management, as he discusses the value of support automation and the specific advantages the CA SupportBridge solution offers your service desk. Vinay will discuss how SupportBridge allows you to optimize live support calls, and deflect and prevent calls through automated self service and self healing. Vinay will also demonstrate how SupportBridge integrates with CA Service Desk to provide a consolidated interface for the management and delivery of service support.

Launch 6
1:35pm – 2:05pm: FrontRange Solutions
Tearing Down Technology Walls

The future of Service Desk tools is worrying less about the technology and picking the functionality that is right for your business. With FrontRange’s proven IT Service Management solution -- built on Microsoft .NET -- you have the advantages of quick deployment, easier integration through Web services, and all of your data managed and utilized in one place. Whether using the on premise or hosted solution, you won’t hear “that’s a limitation of our system.”

Launch 7
2:15pm – 2:45pm: Numara Software
Find, Fix, & Prevent: Driving core processes of IT Best Practice for small to medium sized business

Solving for IT challenges require a solid strategy for regulatory compliance, organizational structure and growing security threats. What devices are present on my network? What software and hardware are present on my systems? Is my organization at risk for software license violations? Where do I begin? Learn how the product solutions of Numara Software can be the answers.

Launch 8
2:55pm – 3:25pm: BMC Software, Inc.
Connecting the Dots between IT Operations and your Service Desk

Your business may be midsized, but your IT needs are as big as the largest enterprise. Learn about a new solution from BMC Software based on the successful Magic Service Desk suite of products. BMC IT Systems Management Express is an integrated solution that helps drive down the cost of IT, improve security, and enhance your IT infrastructure. Learn how this new solution combines service, change, identity, and application management into a strategic advantage.

Launch 9
3:35pm – 4:05pm: Yoh IT

Yoh provides consulting and outsourcing solutions to help companies adapt to changing business and technology requirements. One of the hottest support areas we have seen is SAP. Yoh provides focused and reliable SAP solutions to allow companies to quickly adapt their SAP enterprise in a cost-effective manner and sustain a competitive advantage. Our highly experienced consultants ensure the highest levels of customer satisfaction. Come hear how Yoh's solutions can meet SAP emerging business business platform for business applications enterprises.

Launch 10
4:15pm – 4:45pm: NetSupport
Taking Support to the Next Level – Integrating web-based remote support into your help desk system

Attendees will learn how NetSupport’s remote support, help desk and asset management solutions can reduce support costs and improve response rates. With new NetSupport 24-7 Web-based Live Chat and Remote Support, help desk professionals can offer live assistance on demand anywhere in the world with no software pre-installation or complicated upfront licensing plans. Help desk support staff can handle more incidents more quickly -- reducing phone-assisted or on-site support costs while ensuring high service levels.

Launch 11
4:55pm – 5:25pm – Hornbill
A Service Management Project of Olympic Proportion, One chance to get it right…

How does an organization that supports the biggest sporting event in the world define their requirements and procedures for an event that is being watched by billions? Historical information and preparation is the key.

Through meticulous planning, testing, and rigorous Change and Configuration Management processes, Atos Origin minimises the risk of unforeseen issues at the Olympics. Incidents must be dealt with immediately and effectively to ensure continued operation. Dealing with such an environment is stress personified.

Change and Configuration Management is the hardest part of any Service Management environment and the Olympic Games is no different. Come to the Launch Pad on Monday at 4:30PM and find out how Atos Origin performed at the Olympics.

Launch 12
5:30pm – 6:00pm: Service-now.com
Software as a Service comes to IT Service Management.

Service-now.com is a Web 2.0 set of ITIL-based applications provided as an On Demand service and licensed on a subscription basis. Leveraging a very modern development environment and set of applications, Service-now.com is extremely easy to use, easy to administer, and self updating and self upgrading.

Integrated applications include Incident, Problem, Change, Release and Configuration Management. Additional modules are available for Asset Contract and Software License Management, Service Catalogs and Reporting.

Tuesday, March 21st

Launch 13
12:00pm – 12:30pm: Mentor CLS

The key to call deflection is communication, not technology and Mentor® is the original Call Deflection tool. Since 1994 Mentor® is the only customizable self service solution ensuring service level achievement by accelerating user assimilation, and reducing Help Desk calls up to 45%. With +8.5 million licenses sold, Mentor leads in end-user communication, learning and support; helping companies get bigger technology ROI by getting users to master applications without training and without making a Help Desk call.

Launch 14
12:35pm – 1:05pm: MRO Software

Come and see a demonstration of MRO Software's Maximo Service Desk, a comprehensive, best-of-breed enterprise service management solution.
During this launch pad we will show you how Maximo Service Desk supports Incident, Problem, Change, Service Level, and Configuration Management on one unified platform. You will see how Maximo’s graphical workflow, modern architecture, advanced resource scheduling, and powerful KPIs allow our customers to align themselves with their customers and become valuable business partners.

Launch 15
1:10pm – 1:40pm: Valcom
ValCom’s WebSPOC ITSM

Valcom will be demonstrating the valuable helpdesk support abilities of WebSPOC ITSM. The Web-based, single-point-of-contact solution can manage any provisioning and maintenance-related IT services, as well as, infrastructure change and release management activities. Additionally, it increases IT efficiency by automating service support processes and workflow, managing assets throughout their entire lifecycles, and providing customized product and service catalogs tailored to a business’s standards. Learn about the significant value of integrating WebSPOC into your IT organization.

Launch 16
2:30pm – 3:00pm: Pink Elephant
IT Governance, IT Audits & ITIL

Sarbanes-Oxley and IT Governance – what is it and how does it link to ITIL? This session will quickly take away the mystery and lay out the relevance and implications of the Sarbanes-Oxley Act (and its equivalent legislation in other countries). There will also be a discussion about how ITIL enables and facilitates the requirements established by CoBIT. Pink Elephant will help unravel the mysteries and complexities of IT governance and its links to ITIL, project management, CMM, security management and more.