MGX, the local distributor for infrastructure management and Peregrine Systems, Inc, one of the world`s leading software companies, has unveiled details of its strategy to transition users of the Tivoli Service Desk software to the Peregrine ServiceCenter suite.
This follows the conclusion in December of a multifaceted deal that saw Peregrine acquire the ServiceDesk suite from IBM subsidiary Tivoli for $105 million, choose Tivoli as its network and systems management software provider of choice, and expand its sales and marketing relationships with IBM Global Services.
According to Dave Cormack, Peregrine product manager at MGX, Peregrine has pledged continued support for the customers currently using the Tivoli Service Desk helpdesk suite. MGX and Peregrine will also offer customers help in migrating to the ServiceCenter suite.
Cormack says Peregrine has committed to maintaining and supporting Tivoli software for at least 18 months following the conclusion of the deal. As an incentive to convince Tivoli customers to migrate to the Peregrine offering, Peregrine is offering them replacement of Tivoli Service Desk modules with Peregrine`s ServiceCenter modules. Over time, Peregrine will merge Tivoli Service Desk with its own consolidated service desk solution.
Cormack says: "By providing Tivoli customers with a secure migration path to the Peregrine helpdesk software, Peregrine expects to convince them to move onto the recently announced ServiceCenter Version 4 release. ServiceCenter 4 delivers on Peregrine`s promise of helping companies move toward a state of frictionless business by preventing or minimizing downtime caused by breakdowns in the IT,"
"The new product release incorporates key features that are valued by both Tivoli and Peregrine customers. The product integrates industry standard best practices and is certified compliant in the Information Technology Infrastructure Library (ITIL), supporting both ITIL processes and relationships. ServiceCenter`s out-of-box best practice workflow allows companies to reach a point of productive return faster than competing products. It also includes new functionality such as Root Cause Analysis capability to enhance proactive problem management."
Cormack says that MGX will work closely with IBM South Africa to ensure that the transition process is as painless as possible for Tivoli Service Desk customers.
"South African Tivoli users will benefit from access to MGX`s service and support structures, the functionality of the ServiceCenter product, and a host of infrastructure management solutions that integrate tightly with the Tivoli Enterprise systems and network management products," he adds.
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