The Best KCS-Verified ITSM Solution in the World…

Pressrelease March 29, 2016

Cherwell Software and ComAround deliver a fully integrated solution to help professional support organizations succeed with Knowledge Management, shift-left strategies, and automation of IT support.

With a strong partnership and collaborative effort, Cherwell Software™ and ComAround have developed a world class solution that empowers professional support organizations to work effectively with Knowledge Management and Self Service. Knowledge is created simultaneously while the service desk resolves their customers’ incidents. Through effective knowledge management, our customers achieve outstanding results with their shift-left strategies and with automation of their support delivery. The knowledge component, ComAround Knowledge™ is KCS-Verified by the Consortium for Service Innovation.

kcs-v5The verification means that the integrated solution now fully supports the Knowledge Centered Support (KCS) methodology. KCS is based on best practices that demonstrate how support organizations should work with Knowledge Management and Self Service. The requirements for obtaining KCS verification include the ability to demonstrate extensive functionality and a technology platform that supports all eight KCS principles.“KCS verification is extremely important for us. We firmly believe that the KCS methodology will change the way organizations manage knowledge, which will in turn support shift-left strategy efforts, and increase the level of automation in how support is delivered,” said Per Strand, CEO and ComAround Co-founder.

With mApp™ Solutions, or “mergeable applications,” like the ComAround Knowledge™ Integration mApp, you can easily extend the Cherwell Service Management™ platform to accomplish extraordinary things,” said Dawson Stoops, Vice President of Strategic Alliances, Cherwell Software.

About Cherwell

Cherwell A global leader in IT service management, Cherwell Software empowers IT to lead through the use of powerful and intuitive technology that enables better, faster, and more affordable innovation. The Cherwell Service Management™ platform is built from the ground up with a unique codeless architecture that enables rapid time to value, infinite flexibility, and frictionless upgrades every time—at a fraction of the cost and complexity of legacy solutions. Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction. Cherwell has a global network of expert partners serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with global offices in the United Kingdom, Germany and Australia. www.cherwell.com
Contact: Dawson W. Stoops, Vice President of Strategic Alliances, Cherwell Software, dawson.stoops@cherwell.com, +1 719 367 9779

ComAround contacts

Contact North America: Magnus Holmqvist, Founder and President, ComAround Inc., magnush@comaorund.com, +46 708 580 154
Contact EMEA: Per Strand, CEO – Founder, ComAround, pers@comaround.com, +468 580 886 30

ComAround Knowledge™ achieves highest level of KCS verification – KCS Verified v5

This verification is proof that ComAround Knowledge™ promotes support organizations’ Knowledge Management and Self Service efforts to help them succeed with their shift-left strategies and automation of the support they provide.

kcs-v5The verification means that the tool now fully supports the Knowledge Centered Support (KCS) method. KCS is a method based on best practise and shows in detail how support organizations should work with Knowledge Management and Self Service. In connection with the verification process, ComAround is changing the name of ComAround Zero™ to ComAround Knowledge™ in order to emphasize the tool’s primary purpose – to efficiently and smartly take advantage of and re-use knowledge in an organization.
ComAround Knowledge™ is the first in Europe to achieve the highest level of KCS verification – KCS Verified v5. The requirements for obtaining KCS verification include being able to demonstrate extensive functionality and a technology platform that supports all eight KCS principles. Previously, only three tools have been verified, including Oracle and SalesForce.

“KCS verification is extremely important for us because we firmly believe that the KCS method will change the way organizations manage knowledge, which will in turn support shift-left strategy efforts and increase the level of automation in how support is provided,” says Per Strand, CEO and one of the founders of ComAround.
The KCS method encourages teamwork at the service desk and facilitates more efficient case management and improved Self Service support.
“For those who have yet to embrace the KCS method or who are about to start, we have KCS specialists to guide you through and educate you on the method so you can achieve rapid results,” Per continues.

About ComAround

ComAround is a Knowledge Management and Self Service specialist. Professional support organizations worldwide use ComAround Knowledge™ to streamline the support they provide by collecting, structuring and sharing knowledge throughout the business. The tool is KCS Verified v5 and can be easily integrated with other ITSM tools thanks to ComAround Connect. ComAround’s expert are on hand to guide you through and educate you on Knowledge Management and KCS. www.comaround.com

About the Consortium for Service Innovation

The consortium is a nonprofit association of support and service organizations and is the initiator of the KCS method. www.serviceinnovation.org

Contact ComAround

Per Strand
CEO – Founder
ComAround

pers@comaround.se
Tel./Mob.: +46858088630

ComAround presents its concept in 60 seconds

New video that explains how Service Desks can streamline their support delivery.

“Reusing and sharing organizational knowledge is becoming increasingly important, said Therese Walve, Marketing Manager at ComAround. There is a great demand for knowledge management solutions and self-service tools that support the KCS methodology and can be integrated with ITSM tools. We also see a need for increased training to facilitate an organization’s adoption of the KCS methodology.  We have developed a new video that quickly explains our offering and our value proposition.”

Learn more about ComAround Knowledge™.

Try ComAround Knowledge™ for free!

Faster, more powerful screen recording

30,000 videos recorded every day

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ComAround has now launched the next generation of screen and webcam recorders in ComAround Zero™. The previous screen recorder was the first of its kind when it was launched in 2004. Since then it has been used to record thousands of video guides, which have helped hundreds of thousands of users to find smart solutions and solve their problems. Now we’ve launched our next-generation video tool that takes screen recording to the next level with a range of enhanced features:

  • Screen and camera recording
  • Full frame recording in high resolution
  • Editing functionality
  • Fast upload
  • Works in all browsers

–    “It feels great to be able to offer the thousands of users who produce content in ComAround with a cutting-edge screen recording tool, and it’s obvious how more and more people are discovering video,” explains Björn Björkman, Product Owner at ComAround. It’s never been easier to create screen recordings and video, and in line with this we’re seeing how users’ familiarity with video is continuing to grow.

One requested new feature is the ability for users to record themselves in addition to recording the screen, which makes the video more personal and content easier to understand. Another new feature is full-screen video recording or automatic recording of the active window regardless of its size.

In addition, there is now also the option to edit errors without having to record the video again, which makes video recording much easier and less time consuming. Once the video is ready, it can quickly be uploaded. Adding meta tags ensures that the video is easy to find and will be widely used.

Read more about ComAround Zero™.

For more information, please contact:

Björn Björkman, Product Owner, ComAround
Phone: +46 8 580 886 41
E-mail: bjornb@comaround.se

ComAround releases Auto Translate Function

ComAround releases new functionality in the knowledge solution ComAround Zero. The most important new feature is the Auto Translate Function, allowing auto translations of knowledge articles within the tool.

With the auto translate function, users will get a translation into any language with a simple click. The service desk will save a lot of time and translation costs.

Improved language support with Auto translate function

End user view mode: Available language versions of a knowledge article are displayed with tabs. The end user can easily auto translate an article to any language available in the drop down menu.

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The translate functionality is optional and can be disabled by contacting ComAround.

Adminstrators: please see help guide “Translate a guide using auto translate” in your portal.


Queue for Content Operations

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To make the system more reliable we have introduced a queuing system for large uploads. The queue and its status will be displayed in a panel on the top right corner of all pages of the service.

Adminstrators: please see help guide “Status of admin operations in content editor” in your portal.


More new features

  • New design of the search result sorting options
  • New design of the buttons in the Content Editor toolbar
  • Temporary changes in management of content that you do not have the right to edit.

Find out more:

Contact us for more information about the new features and functionalities

mailsupport@comaround.com

Read more about ComAround Zero™.

Windows 10 will be migrated faster than ever

Gartner analysts predicts that 50% of companies will have started installations of Windows 10 in a year.

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The transition to Windows 10 is expected to take place much faster than Windows 7. Microsoft will stop offering support for Windows 7 in January 2020.

Steve Kleynhans, Research Vice President at Gartner, believes that ten million consumers will already be familiar with the new operating system before the end of the year, because of the free and automatic upgrades.

During the first half of 2016, many companies will start pilot projects to migrate to Windows 10, and then expand the installations during the latter part of the year. Gartner analysts expects that half of the companies will have started the migration in a year, with an aim to complete the migration process within two years.

Knowledge articles supports the migration to Windows 10

The Knowledge Management tool, ComAround Zero™, supports the service desk and end users with knowledge articles when migrating to Windows 10. The service desk increases their skills, and the end users get quick answers.

ComAround Zero™ is a cloud service that can be easily integrated with your existing ITSM tool for faster and more efficient support.

Try it for free!

ComAround launches knowledge articles for Office 2016

Self-service provides quick answers to questions when migrating to new software versions

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When an organization rolls out a new version of software such as MS Office, the service desk is usually inundated with questions. These are often solved by way of standardized step-by-step instructions that the user can easily go through on their own. Self-service is a useful means of communicating these instructions. The service desk gains expertise and can provide answers more quickly by sharing solutions with users. Users can then quickly and easily find the answers themselves and solve their own issues at a time that suits them. The result is happier users and less wasted time for the service desk.

ComAround is providing knowledge articles in a number of languages for Office 2016 and a multitude of other programs and operating systems used by companies and organizations.

Read about ComAround Zero™.

ComAround integrates seamlessly with ManageEngine ServiceDesk Plus

For faster, more effective support through the entire process.

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Björn Björkman, Product Owner at ComAround & Thorir Eggertsson, CEO at Inuit.

Knowledge is at the center of the Service desk’s support process. The Service desk needs on-demand knowledge to give organizations the fastest and correct support. The staff needs to be able to help themselves at any time, day or night, by looking for answers in the self-service. If the support stream doesn’t mesh – technically or functionally – the support delivery is ineffective, which leads to unhappy customers.

“We see big demands for integrating task management systems or ITSM platforms with the ComAround Zero™ knowledge tool,” says Björn Björkman, Product Owner at ComAround. “This is why we’re so happy about our new integration plugin with ManageEngine ServiceDesk Plus”.

Inuit is the Swedish distributor for ManageEngine products. With help from UDK and ComAround they have developed an integration plugin, to seamlessly integrate the tools.

The principle is based on the Service desk agent fixing the task without needing to change tools. The final user can find solutions in the self-service when registering the task, and they can access the information in the right place at the right time, when needed.

“I’ve long thought that ComAround has an interesting solution and as a result of the integration, we can make it easier for customers to smoothly use ServiceDesk Plus and ComAround,” says Thorir Eggertsson at Inuit. The cooperation means that we can also offer ComAround to our partners and their customers which will strengthen our range in the ITSM field.

The integration service is out on the market right now.


About the integration

The integration between ComAround and ServiceDesk Plus is part of ME Plugins, developed by UDK. The integration brings tools together for a seamless user experience for both the Service desk agent and final user. In addition, ME Plugin makes the integration with Skype for Business possible, and also adds smart functions to ServiceDesk Plus. UDK is a development and consulting organization with extensive knowledge about ManageEngine products.
Read more about the integration. Read more about ME Plugins .

About ComAround

ComAround specializes in knowledge management and self-service. Professional support organizations around the world leverage the self-service knowledge tool ComAround Zero™ to automate and enhance their support delivery by capturing, structuring, and sharing knowledge throughout the organization. The tool is cloud based and seamlessly integrates with incident management and ITSM tools.

About ManageEngine Servicedesk Plus

ServiceDesk Plus is a web-based helpdesk product with ITIL support for all kinds of organizations. With advanced ITSM functions in combination with user friendliness, ServiceDesk Plus helps support helps to deliver low-cost, world class support. More than 100,000 organizations around the world use ServiceDesk Plus for their Helpdesk. Read more

About Inuit

Inuit is a distributor and general agent specialized in IT maintenance and security products. The distributor’s chief focus is to create benefits to the customer through increased productivity and secure IT platforms. Solutions extend over areas such as IT security, IT administration, privilege management, network surveillance, Active Directory, mobility, task management and ITIL helpdesk. Inuit products are distributed via partners around the Nordic countries. www.inuit.se


Contact

Contact ComAround

Björn Björkman, Product Owner, ComAround
Telephone: +46 8 580 886 41, bjornb@comaround.se

Therese Walve, Marketing Manager, ComAround
Telephone: +46 8 580 886 31, therese.w@comaround.se

Contact Inuit (ManageEngine ServiceDesk Plus)

Thorir Eggertsson, CEO Inuit
Telephone: +46 8 753 05 10, thorir.eggertsson@inuit.se

Markus Arvidsson, Marketing Manager at Inuit
Telephone: +46 70 645 01 38, markus.arvidsson@inuit.se

Have you updated your iPhone or iPad to iOS 9?

ComAround provides knowledge articles for frequently asked questions.

ios9
ComAround provides knowledge articles for common software used in professional environments, in order to quickly answer questions and solve problems to minimize work interruption. The knowledge articles are gathered in a knowledge base and available to users through self-service. By using self-service the number of issues reduces to servicedesk, which often increases during and after migrations and software updates.

Many companies uses iPhone and iPad. Apple recently launched their latest operating system, iOS 9. Some new features and changes are: the keyboard, multitasking, notes and news. For iPad, the cut and paste function is completely different.

The knowledge tool ComAround Zero™ provides easy to use knowledge articles for iOS 9, through self-service.

Read more about ComAround Knowledge™.

Try ComAround Zero™ free for 30 days!

ComAround provides knowledge articles for Windows 10

Self-service will help facilitate migrations.

When an IT department migrates their organization to a new version of the Windows O/S for example, the service desk will have an increasing number of issues to resolve. When this type of change occurs in an organization it is critical for the IT department to be proficient with the new version of the software being released. The service desk must also have a plan for effectively handling the increase in the number of calls to the service desk. Self-service is an effective way to provide support for migrations. With self-service users help themselves and the service desk is relieved from answering the simple and repetitive “How to” questions.

– We know from past experience that users have many questions when the IT department migrates the organization to a new version of Windows”, says Bjorn Bjorkman, ComAround Product Owner. Therefore we are always one step ahead and we create knowledge articles to facilitate our clients’ migrations.

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Windows 10 has several similarities with Windows 7, including the Start menu. One of the great new features in Windows 10 is that it will run on all devices including desktops, laptops, tablets, and mobile devices. Other news includes Microsoft’s new browser, search field changes in the task bar, new settings, and the ability to interact with your device by speaking to it.

– ComAround Zero™ is an easy to use knowledge tool designed for capturing, structuring, and sharing knowledge throughout the organization, says Bjorn Bjorkman. Thousands of text, video, and e-learning knowledge articles are available to support our customers when a change occurs in their environment.  These articles are very valuable for supporting migrations to a new Windows or Mac O/S, or enterprise apps like Office 365. Our customers also have the ability to customize their self-service portal and create their own content.
ComAround Zero™ is a SaaS tool that easily integrates with all ITSM solutions.  This integration empowers the service desk to deliver faster and more efficient support for their organization.

Try ComAround Zero™ for free!

Read about ComAround Zero™.

Contact ComAround for more information.