Metastorm Announces Availability of New Customer Service Process Pod

Leading BPM Provider works with Partner ICCM to deliver e-Service Desk Process Pod for Metastorm BPM

BALTIMORE, MD and LONDON, UK – June 13, 2007 – Metastorm, a leading provider of Business Process Management (BPM) software for organizational agility, innovation, and governance, today announced the availability of the e-Service Desk Process Pod™ – a packaged solution that enables Metastorm BPM® customers to easily deploy e-Service Desk, a helpdesk management solution built by Metastorm partner ICCM.

“We immediately saw that the underlying platform of Metastorm BPM, coupled with innovative service desk technology, delivered all of the flexibility and configurability we were looking for, both for our core e-Service Desk as well as for our Engineer portal which enables us to assign incidents from a centralized service desk to our engineering teams,” said Kathy Buckley IT help desk manager, Admiral Insurance.

The new e-Service Desk Process Pod is part of Metastorm’s Process Pod offerings, which include pre-built frameworks for both vertical and horizontal business processes as well as more technical process-related offerings that assist companies with integrating their BPM initiatives into existing IT infrastructures. All Metastorm Process Pods are designed to run on the Metastorm BPM software suite. .

ICCM’s e-Service Desk is recognized as a highly flexible and configurable service management solution that can be implemented extremely easily, with minimal disruption to an organization’s working practices. Built with Metastorm BPM as its foundation, it provides the practical functionality of service management while aligning the technology with critical business processes.

Customers can very quickly integrate existing Metastorm BPM implementations with ICCM’s e-Service Desk application to take advantage of a true enterprise-wide service management solution and gain greater agility and control in developing customer-centric service processes regardless of industry.

Customer communication is critical to any service organization, and the e-Service desk couples an automated email system with a survey management module to help organizations gain greater visibility into the status of requests, incidents and customer changes so they can react quickly and efficiently to any potential issues. By deploying the e-Service Desk Process Pod on top of the Metastorm BPM platform, organizations can commit to increased levels of service within their own business as well as enhancing the quality of service delivered to external customers.

Other recognized benefits include improved efficiencies through the adoption of a best practice framework and the ability to free up important resources through customer self-service portal functionality.

“By streamlining and automating customer service processes, the system allows organizations to recognize significant reductions in the time spent on admin intensive tasks such as call logging and change requests, freeing up time and resources which can be redeployed to more strategic activities, “ stated Greg Carter, CTO and vice president of development for Metastorm. “Furthermore, automation removes manual intervention which ensures the quality and reliability of information, leading to improved reporting and ultimately true customer-oriented performance management.”