How we started and build up Monitor 24-7 and our ITIL Service Desk Software solution IncidentMonitor
Over a decade ago, two software designers from Canada working as consultants collaborated in the creation of a Service Desk application on a request from a customer. By partnering together, the two designed an outsourced Service Desk application which was then successfully implemented by the customer. Monitor 24-7 inc. was a fact. The first version of IncidentMonitor released!
At that time, the concept of 'packaged' Service Desk Software was just starting to gain momentum in the business world. However, there was a significant deficiency in the market of Help Desk Software.
Enterprise customers with enterprise requirements had access to expensive, feature-rich applications. Small to medium sized businesses were limited to Service Desk Systems with limited features and functionality.
The duo of designers, each with an unwavering belief in their application's architecture and the future marketability of the product, together with a strong belief in each other's abilities and expertise, decided to join forces by pooling resources and knowledge and formed a company called Monitor 24/7.
At the heart of the company resides a Service Desk Product -- called IncidentMonitor -- a robust, scaleable, ITIL approved, multi-function, out-of-the-box solution for knowledgeable and savvy customers seeking reliability and functionality while still being financially feasible for a wide range of companies. Where back in 1999 the solution started to monitor incidents 24x7 the software solution quickly developed into a full service ITSM suite which nowadays support not only all ITIL processes but any process that requires management of questions and answers.
The duo also knew what they didn't want to offer: long, complicated implementations, frequent costly upgrades or loss of control in the development of their product. They also wanted to keep in close contact with their customers, so they could learn how the software was performing in the field, and implement improvements and changes quickly and directly.
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As the company grew, and the product added functionality, the team at Monitor 24-7 kept pace with added technical, development, sales and marketing people -- nationally and internationally. But still, at the heart of the company, two designers who met and created IncidentMonitor, remain the core of the team.
We are a Canadian company and have always kept our development and support teams in Canada and the Netherlands as we truly believe in the power of a collaborative, distributed workforce. We continuously search for new features and improving existing features through all touch points with our existing and future clients.
Our distributed team allows you to enjoy around-the-clock support using our unique routing features within IncidentMonitor™ . For you to be successful we need to provide fantastic support in any phase of your installation – be it implementation, steady state, or a continuous improvement cycle. At Monitor 24-7 Inc. you are dealing directly with the software vendor. Our support staff are extremely knowledgeable based in Toronto, ON and Amsterdam, NL. We use our own tool to provide industry leading support – just ask any of our existing clients about their experience. Training videos are online and accessible through our service portal and all support staff are Systems Engineers involved in the installation and implementation of IncidentMonitor™ – they provide real-world knowledge and troubleshooting skills immediately (this is much more reliable than online forums and dispatching call centres).
Let the customer’s needs guide the development of IncidentMonitor, thus ensuring the most up-to-date, technologically advanced and business savvy Service Desk / Help Desk Solution on the market. No vendors, no resellers just a core team working on refining what they believe to be the best Service Desk Product on the market.
Monitor 24-7 is a strong, profitable, privately owned, financially responsible organization. This Service Desk Product, IncidentMonitor, benefits from pride of ownership, agile development and rock solid business stability, translating into smooth, hassle free relationships with customers.
Committed, collaborative, communicative with each other and with customers. In a market that can be over-complicated, Monitor 24/7 offers to uncomplicate your Service Desk challenges with our Service Management Solution.