Altiris Announces New Web-Based Helpdesk Solution with Advanced Problem Management and Problem Resolution Features.Business Editors/High-Tech Writers SALT LAKE CITY--(BUSINESS WIRE)--Feb. 13, 2002 Helpdesk Solution(TM) Supports Detailed Service Requests and Includes New Console Specifically Designed for Call Center Technicians Altiris(R) Inc., a leader in systems management solutions that reduce the cost of owning and managing information technology resources, Wednesday announced a new version of Altiris eXpress Helpdesk Solution(TM). This unique, Web-based product includes an end-user self-help console and wireless handheld interface to make service desk personnel more effective and efficient. Helpdesk Solution also has advanced problem management functions including the ability to auto-assign work items and to link and track multiple work items within a project to more effectively manage complex issues service requests. "Problem resolution can be time consuming and expensive without the right tools," said Dwain Kinghorn, chief strategy and technical officer, Altiris. "Helpdesk Solution puts service desks in a proactive management mode -- effectively reducing the total cost of ownership. "Service desk technicians can receive notification of critical events that could cause downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. , view detailed asset and inventory information on any client from any Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. , and in many cases solve the problem on the first call." Helpdesk Solution has improved workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. support for service requests that span multiple departments. Helpdesk Solution includes a number of predefined service request templates such as setting up new employees and deploying new hardware and software that result in several linked work items that notify the right workers. It also provides a single point of contact for the entire service request. If service level agreements are not met, Helpdesk Solution will automatically escalate es·ca·late v. es·ca·lat·ed, es·ca·lat·ing, es·ca·lates v.tr. To increase, enlarge, or intensify: escalated the hostilities in the Persian Gulf. v.intr. the work item's priority and notify a supervisor. "Altiris Helpdesk Solution allows us to stay on top of our day by allowing us to keep track of service requests online," said Cory Hopple Hop´ple v. t. 1. To impede by a hopple; to tie the feet of (a horse or a cow) loosely together; to hamper; to hobble; as, to hopple an unruly or straying horse s>. [ imp. & p. p. , network analyst, Abbott Laboratories Abbott Laboratories (NYSE: ABT) is a diversified pharmaceuticals and health care company. It has over 65,000 employees and operates in 130 countries. The corporate headquarters are in Abbott Park, Illinois, a neighborhood of North Chicago, Illinois. . "Using the notification features, the assigned person knows immediately when a new work item is added. User support is our No. 1 goal. "Recording and tracking help desk calls with Helpdesk Solution is the key in helping us meet that goal." The new level-one (call center) console in Helpdesk Solution gives phone technicians the tools necessary to close issues on the first call. Helpdesk Solution automatically determines the primary machine for the caller Caller may refer to one of the following:
Additionally, assets can be automatically associated with a user record and technicians can view queue Pronounced "Q." A temporary holding place for data. See queuing, message queue and print queue. (programming) queue - A first-in first-out data structure used to sequence objects. Objects are added to the tail of the queue ("enqueued") and taken off the head ("dequeued"). status at any time without leaving their console. When a trouble ticket is closed a new work item template (1) A pre-designed document or data file formatted for common purposes such as a fax, invoice or business letter. If the document contains an automated process, such as a word processing macro or spreadsheet formula, then the programming is already written and embedded in the is loaded automatically. Helpdesk Solution continues to offer strong integration with other Altiris solutions, including detailed asset and inventory data exchange, direct remote control access for existing Carbon Copy users, and automatic work item creation based on events such as failed personality migration. Pricing and Availability Altiris Helpdesk Solution is available now. The price is $16 per node for 100 nodes, which allows organizations to have as many workers accessing the consoles as needed as needed prn. See prn order. at any given time, and provides a self-help console to end users without requiring separate licenses. For complete information on Helpdesk Solution or to find an Altiris partner near you, go to www.altiris.com or call 801/226-8500. About Altiris Altiris Inc. offers a full line of Web-enabled solutions that empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems organizations to easily manage desktops, notebooks, handhelds and servers throughout the IT lifecycle. Altiris is uniquely positioned to provide fully integrated, complete systems management solutions including deployment and migration, software operations management Operations management is an area of business that is concerned with the production of goods and services, and involves the responsibility of ensuring that business operations are efficient and effective. , inventory and asset management, and help desk management. Altiris' core technologies greatly reduce the cost and complexity of owning IT resources. For more information visit www.altiris.com. Altiris and Carbon Copy are registered trademarks owned or licensed by Altiris Inc. Helpdesk Solution and Inventory Solution are trademarks of Altiris. The other company names or products mentioned are or may be trademarks of their respective owners. |
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