Nimsoft Launches Service Desk Software for MSPs

Nimsoft Launches Service Desk Software for MSPs

Nimsoft, part of CA Technologies, is pushing beyond its monitoring software heritage and launching a service desk solution. The new offering, called  Nimsoft Unified Manager, combines monitoring and service management in a single SaaS solution. It's based on software that Nimsoft quietly acquired in December 2010, according to Nimsoft Director of Product Marketing Chris O'Connell. Here's the update.

According to a prepared statement from Nimsoft:

"By unifying monitoring and service management, Nimsoft Unified Manager empowers service providers and IT organizations to more efficiently and effectively optimize delivery of IT services to business users across internal and external IT infrastructures―including public and private cloud environments."
The service desk software is based on InteQ's web based help desk software, which Nimsoft quietly acquired in December 2010, confirms Nimsoft's O'Connell.

Generally speaking, Nimsoft focuses on midsize and larger MSPs, as well as hosting providers that have their own datacenter monitoring needs. Of the top 20 MSPs in this year's MSPmentor 100, roughly half are running Nimsoft. But it sounds like the SaaS-based Nimsoft Unified Manager will also allow Nimsoft to move down-market a bit, serving slightly smaller MSPs that want a cloud-based service desk solution.

I asked O'Connell if the Nimsoft Unified Manager represents an attempt to explore the PSA (professional services automation) market. He said the are some similarities between Unified Manager and PSA, but ultimately they are different solutions. "We know there's lots of PSA out there and we partner with the PSA solution providers quite a bit," said O'Connell. "I don't see that changing."

According to Nimsoft, the Unified Manager solution supports:
  • Infrastructure monitoring—including servers, storage, network devices and security appliances—across public and private cloud environments;
  • Response-time monitoring of applications and services;
  • Intelligent threshold and policy driven alerting;
  • ITIL-based service management workflows;
  • Collaboration tools for operations and help-desk staff;
  • Shared configuration management database (CMDB);
  • Dashboards and reporting;
  • APIs to third-party solutions and technologies; and
  • Secure, segmented customer views.
Separately, Nimsoft is hosting a sales kick-off event this week in Las Vegas. And it sounds like Nimsoft will participate heavily in the CAWorld conference (Nov. 13-16, Las Vegas). CA acquired Nimsoft in March 2010. Since that time, CA has been mostly hands-off with Nimsoft. A prime example: Nimsoft founder Gary Read retained the Nimsoft CEO title after CA acquired Nimsoft.

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TAGS: RMM Help Desk
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