Magic Solutions, a Network Associates business, today announced the Magic Management Centre to provide support centre administrators and managers with enhanced graphical reporting of help desk activity. The company also introduced integration with Microsoft System Management Server (SMS) through a Web-based interface. These enhancements strengthen the ability of the Magic Total Service Desk solution, offering customers an enterprise-level support management solution integrated with desktop, network and event management tools.
"As one of the first companies to offer Web-based integration with Microsoft SMS, Magic Solutions continues to provide a product with the ability to grow and expand with our customers` needs, without sacrificing efficiency," says Lloyd Wood, managing director of Network Associates. "Magic Solutions` Web-based Management Centre enables support centre technicians and managers to monitor help desk activity in real-time, providing them with the information they need to make mission-critical decisions quickly and with confidence."
Magic Solutions` Web-Based Management Centre functions as a graphical console to provide users with a real-time view of what is happening in the help desk at any given time. Any activity may be monitored, along with easy access to all information, varying from how many calls are open, to who has the largest queue, to individual customers details. Help desk metrics are displayed in a graphical, real-time presentation that can be easily customised for unique information needs, including the ability to drill down to display different views of the data in business graphs, such as pie charts and bar graphs.
Microsoft System Management Server (SMS) provides detailed hardware inventory, software inventory and metering, software distribution and installation, and remote troubleshooting tools. Magic Solutions` integration with Microsoft SMS provides users with a common way to present management information from multiple sources. With Magic Solutions` Web-based SMS Viewer, Magic customers currently using Microsoft SMS are able to continue using the solution, but with the additional advantage of integrating the program into the look and feel of the Magic Total Service Desk product, including the ability to customise the view. The Magic Solutions viewer will display inventory information (hardware, software, system files) about a machine in the Microsoft SMS database and provide a link to help desk, work order, client, and inventory records.
The Magic Total Service Desk product is a tightly integrated, 100-percent Web-based solution providing support personnel with a comprehensive desktop management suite, remote control capabilities, event management, and network management solutions. These features, combined with customisation and self-service desk capabilities, enable users to attend to and resolve e-business support problems quickly and more efficiently.
The Magic Total Service Desk suite also builds on several key areas for automating the e-business support process in large and small organisations, including Web-based database and user interface customisation, broad support management functionality, enterprise tool integration, business process automation, and a scalable, extensible architecture.
Share
Magic Solutions
Magic Solutions, a Network Associates business, is a leading provider of Web-based e-business service desk solutions, offering enhanced capabilities to customize aspects of the internal and external support process. According to leading research firms, International Data Corporation and Dataquest/Gartner Group, Magic Solutions is the leading provider of service desk applications on Windows 3.X, 9X and NT platforms. The Magic Total Service Desk suite provides an integrated, process-oriented e-business support solution that delivers the highest levels of service with great efficiency.
The Magic Solutions suite of products includes Magic Help Desk - Enterprise Edition, ZAC 2001 for desktop inventory management and Remote Desktop 32 (RD 32) for remote control. For more information about Magic Solutions, please visit www.magichelpdesk.com.
Network Associates
With headquarters in Santa Clara, Calif., Network Associates, Inc. is a leading supplier of security and availability solutions for e-business. Network Associates` five business units -- PGP Security (firewall, intrusion detection and encryption), Sniffer Technologies (network and application management), Magic Solutions (web-based service desk solutions), McAfee (anti-virus), and myCIO.com (security and anti-virus services) -- all produce best-of-breed solutions leveraging core technologies to provide the security and availability needed for e-business. Network Associates also owns 82 percent of McAfee.com, one of the world`s largest business paid subscriber application service provider. For more information, Network Associates can be reached at 972-308-9960 or on the Internet at http://www.nai.com.