Touchpaper Launches New Product Portfolio for IT Business Management

Touchpaper’s ITBM Suite provides powerful, strategic tool to align IT and customer service with organization’s business and operational goals

New York, NY -- January 9, 2006 -- Touchpaper today launched a new product portfolio underlining the company’s IT Business Management (ITBM) strategy and its vision for an ITBM-enabled organization where the IT and customer service departments measure themselves against the strategic and operational goals of the business. Aimed at commercial and government organizations, the Touchpaper ITBM suite is available today through the company’s direct sales channels and via its international network of Value Added Reseller (VAR) partners. The new Touchpaper ITBM solution is already deployed at more than ten Touchpaper customer sites worldwide.

"The role of IT and customer service is rapidly changing, particularly as organizations become more complex," said Carl Grieves, Touchpaper senior vice president. "Information technology is no longer seen as just a supplier of infrastructure but the department that is an enabler of an organization’s overall business objectives. Touchpaper’s ITBM solutions have been designed to help position IT services as the strategic infrastructure for facilitating maximum employee productivity and customer satisfaction and pivotal to delivering the vision and goals of an organization as measured by Key Performance Indicators (KPIs)."

Specifically, Touchpaper’s ITBM suite can help deliver projects that drive business growth and value; meet customer needs and pre-defined levels of service; achieve governance and regulatory compliance; link business and IT strategies, plans, and relationships; demonstrate the business value of IT; apply metrics to IT; budget and manage IT spending; foster change in business processes; and manage risk.

Globalization: Touchpaper’s ITBM product suite can be deployed in any global environment which is particularly important for international companies with a “follow the sun” culture where service level agreements (SLAs) need to be managed and implemented on a 24/7/365 basis

Functionality and Modular Approach: Touchpaper’s ITBM portfolio provides an end-to-end solution covering all aspects of IT Business Management (IT service management, customer service solutions and network and systems management) in a modular form.

In summary, the ITBM suite has:

  • A single, user friendly, "smart" interface accessible through multiple formats (e.g. PC, Internet, PDA)

  • A highly modular, cost-effective solution, choose the options you need and add more as requirements change and grow

  • Been designed to be fast to implement with customizable out-of-the-box functionality

  • Been designed to support ITIL and other best-practice frameworks with flexible implementation options

  • Customer service requirements at the core

  • A single-process engine to facilitate consistent decision making, auditing, and use of best practices

  • Web services interoperability for application integration both internally and externally to an organization

  • Graphical visualization to "see" in real time

  • Intelligent discovery and Smart Topology Mapping for up-to-date and relevant CMDB and CI content

  • Role-based functionality to provide all employees and customers access to the information they need at the time they need it

  • The ability to add Configuration Management, Knowledge Management, or Management Information to any existing Service Desk or Help Desk

  • Been designed for global implementation and internationalization

  • Intrinsic knowledge management for better decision making and skills transfer Support for Best Practice Frameworks

As part of Touchpaper’s long-term strategy, each Touchpaper ITBM module has been designed to support established best practices such as the Information Technology Infrastructure Library (ITIL) and COBIT.

In addition, the Touchpaper ITBM suite meets industry process requirements such as those specified for Sarbanes-Oxley, Six Sigma, FoIA, and GLBA.

Architecture and Single User Interface

The Touchpaper ITBM suite has been developed using a .NET architecture and can integrate with other vendors’ applications including those from LANDesk, Microsoft, and Novell. Touchpaper’s solutions have been designed to meet the of all roles across an organization which means that at the GUI level multiple views and technologies can be viewed by any user through a standard, easy-to-use interface to allow access to all functional components through multiple devices.

Easy Customer Migration Path

It has long been recognized that one of the key challenges for customers upgrading any software application is the process of migration. To address this challenge, Touchpaper has introduced a service known as the “Upgrade Factory,” with the objective of minimizing the risk and disruption experienced by customers’ day-to-day business when upgrades take place while ensuring the ITBM suite is delivered quickly to meet customers’ individual requirements. All “Upgrade Factory” consultancy and implementation projects are carried out by Touchpaper’s highly experienced in-house professional services, using Touchpaper’s established catalyst methodology, in order to ensure the highest standard of service

New Global On-line Training Center

To accompany the launch of the ITBM suite, Touchpaper has enhanced its training program and has created a new On-line Training Center. This enables Touchpaper’s 3,000 users worldwide to learn about Touchpaper’s products and services from anywhere at any time. The On-line Training Center is available to Touchpaper’s international subsidiaries and to its network of VAR partners and enables them to learn about Touchpaper’s products and services from anywhere, at any time.

For more information on the Touchpaper ITBM suite, please visit or contact

Must Read Articles