New RSS web feeds and at-a-glance reporting features added to Macro 4’s ITSM software

RSS web feeds make it easy for IT staff and employees to subscribe to relevant service information updates.

Crawley, UK, April 16, 2013 – New functionality being introduced to Macro 4’s iET ITSM software includes the innovative use of RSS web feeds for speedy, automated dissemination of information and new dashboard reporting for ‘at-a-glance’ visibility of key metrics. The new developments are being showcased to visitors at this year’s Service Desk & IT Support Show in Earl’s Court, London (23-24 April 2013). RSS, which most people know as the system for subscribing to automatic blog feeds in the world of social media, is being incorporated into iET ITSM to make it possible to automatically receive information and news related to selected IT service topics via RSS readers (such as Google Reader, FeedDemon, Feedly) as well as Outlook and other email clients. End users and service desk agents can subscribe to receive automatic RSS updates whenever there is a new knowledge base entry, for example, or be immediately notified of emergency changes before they are implemented, to reduce calls to the help desk, explained Yemsrach Hailemariam, ITSM Consultant at Macro 4. “What’s important about the introduction of RSS is that both end users and IT people can have immediate access to the latest information updates in areas they have subscribed to. With so much content being pushed into our inboxes, important information can get lost. RSS allows people to stay in control, pulling in important feeds so they don’t miss vital service information amongst all the general ‘noise’ of email. For example updates to News and FAQs could be automatically shared with any service desk personnel or other employees who have subscribed,” added Hailemariam. The software’s new dashboard reporting feature displays selected key performance indicators (KPIs) in graphical format, giving IT management an instant snapshot of how IT service delivery is functioning at any time. “The dashboard KPIs give busy, senior IT staff a quick, easy way of staying updated on service provision. If the data indicates a problem might be brewing somewhere, they can quickly drill down via the dashboard to look at the area in greater detail, allowing them to put in place a plan to address any issues before they escalate,” said Hailemariam. The dashboard KPIs, which can be customized to reflect the most relevant or important measurement metrics, could include the current ‘status of unresolved incidents’ or ‘percentage of incidents resolved within response targets’, for example. “iET ITSM is a proven ITIL-aligned ITSM solution which is continuing to evolve to meet customers’ requirements, as can be seen by some of the new developments we’ll be talking about at SITS13,” explained Lynda Kershaw, marketing manager at Macro 4, who mentioned that iET ITSM also supports mobile phones and tablets, for users on the move. “The software has been implemented by over 200 organizations in 26 countries and we want show visitors to understand the main reasons why customers choose us and stay with us. These include quick ROI and low total cost of ownership because iET ITSM can be implemented within weeks and customized without specialist programming skills. You don’t need external consultants to build or upgrade your service management system - you can do it yourself, at much lower cost.” Global software company, Macro 4, operates as the UK arm of sister company, iET Solutions, which has developed iET ITSM, a comprehensive suite of flexible ITIL-aligned Service Management and Software Asset Management software.

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About Macro 4

Macro 4, a division of UNICOM Global, develops software solutions that accelerate business transformation. Macro 4’s cross-platform enterprise information management solutions make it easy for companies to go digital, personalize customer communications and unlock the value of their corporate content. Macro 4 solutions for DevOps, session management and performance optimization are used by many of the world’s largest enterprises to modernize their mainframe applications and development processes.

About iET Solutions

iET Solutions, a division of UNICOM Global, helps large and midsize enterprises to increase the efficiency and security of their IT operations and infrastructure. Organizations around the world use software from iET Solutions for IT service management (ITSM), software asset management (SAM) and enterprise service management (ESM). The company has more than three decades of experience in service management and works with organizations across all industry sectors.

About UNICOM® Global

UNICOM Global consists of more than fifty (50) corporate entities encompassing a wide range of businesses across all geographic regions. With its corporate headquarters in Los Angeles, California, to offices in Illinois, Kentucky, Florida, Massachusetts, Maryland, Minnesota, New Hampshire, North Carolina, New Jersey, Texas and Virginia, throughout EMEA in the UK, Ireland, Germany, France, Italy, Spain, Denmark, Belgium, Switzerland and the UAE, and across Asia/Pacific with locations in Japan, China, India, Australia, Korea, Thailand, Taiwan and the Philippines.

UNICOM Global offers deep in-house resources and flexible IT solutions to our partners worldwide. UNICOM Global focuses on acquiring and integrating mature and growing mid-cap NASDAQ, London Stock Exchange AIM and German publicly-traded companies in technology, financing, IT, real estate, and business services. Please visit our websites for additional information about the services, products and solutions that UNICOM Global offers:

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UNICOM Science and Technology Parks

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UNICOM Capital - Business and Financial Services

USRobotics - Data communications products

Memeo - Enterprise-grade Secure File Sharing for the Cloud

Firetide - Wireless technology solutions for security and transportation

DETEC - Document composition products

SoftLanding Systems - IBM i software products

Macro 4 (formerly LONDON: MAO) - Document Management products

illustro - z/OS and z/VSE software products

iET Solutions - ITSM software products

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