Peregrine Systems, Inc, the provider of infrastructure management software and e-infrastructure solutions, has announced the release of ServiceCenter Connect.It! for the Palm Computing platform. This interface between the leading platform for handheld devices and Peregrine`s premier consolidated service desk offering allows mobile IT engineers to save time and improve the quality of service.
ServiceCenter Connect.It! allows mobile technicians to download problem tickets and other ServiceCenter information to their handheld devices, update the information in the field and re-synchronise the information with ServiceCenter, allowing them to accurately and efficiently work from anywhere, says Allen Lewis, CCH Enterprise Solutions product management executive.
"In order to provide quality services while minimising costs, corporations must find ways to keep experienced IT staff as productive as possible," says Lewis. "By having access to critical information via handheld devices, mobile IT professionals can resolve problems more quickly and problems discovered in the field can be recorded and tracked immediately, ensuring accurate service level agreement (SLA) data."
Many mobile technicians either print out or write down problem ticket information and hand write updates in the field, says Lewis. "They then need to re-enter this data when they return to the central service desk - a process that not only eats up time, but may also be incomplete. Capturing problem ticket data on a handheld device can save between 30 and 60 minutes a day, per mobile IT worker. This amounts to a cost savings of between R30 000 and R60 000 annually per person."
ServiceCenter supports Palm Computing platform handheld devices from Palm, Inc and Symbol Technologies with a desktop synchronisation model using a cradle. Later plans include support for wireless services.
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