GroupSoft Rolls Out GS/HelpDesk Version 10

May 1, 2006 - Newton, MA - GroupSoft today announced the general availability of GS/HelpDesk Version 10. This release features incident management and problem management processes that are fully ITIL compliant. While the goal of incident management is rapid restoration of outages, problem management is focused on root-cause analysis. In GS/HelpDesk Version 10, multiple incidents can be linked to a single problem management report and a new problem management report can be spawned from an incident report with a single click. Problem management reports can also be linked to change requests.

According to a recent HDI report, about 25% of organizations surveyed have implemented the ITIL framework for Incident Management and roughly 21% had implemented the framework for Problem Management. Most organizations have some formal process in place in both areas. [1] "As acceptance of ITIL and similar frameworks has grown, we wanted to be sure that our software helps to implement industry-standard processes while maintaining the speed and flexibility that has always been our competitive advantage. Enhancing the Problem Management area was a natural next step in the evolution of GS/HelpDesk.", stated Carl Fink, President and CEO of GroupSoft.

Version 10 also includes more options for handling inbound and outbound emails, and management reporting at the group/team level without the need for external reporting tools.

GS/HelpDesk runs on all Domino server platforms including Linux and it can be accessed with either a Notes client or a web browser. The product is licensed with full source code. License fees are based on the number of IT technicians, with unlimited employee self-help access. The license includes incident/problem management, project management, knowledge base and asset/vendor modules.

About GroupSoft Systems, Inc.

GroupSoft Systems develops help desk and customer service software for IBM Lotus Notes/Domino. The company is based in Newton, Massachusetts, with customers around the globe. GroupSoft Systems is an IBM Business Partner at the Advanced level. GroupSoft was founded in 1993, originally as a consulting business focused on Lotus Notes deployment and custom application development. Web site:

Trademarks and Sources
[1] source: HDI 2005 Practices & Salary Survey.

ITIL is a registered trademark of the Office of Government & Commerce (UK).

GroupSoft, GS/HelpDesk, GS/SalesDesk, GS/ServiceDesk, MetaRequest and the people-and-documents logo are trademarks of GroupSoft Systems, Inc. IBM, Domino and Lotus Notes are trademarks or registered trademarks of IBM Corporation. All other trademarks are the property of their respective owners.

GroupSoft Systems, Inc.
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