Peregrine Systems, the provider of infrastructure management solutions, and Tioga Systems, Inc, a leading provider of self-healing software, have announced the joint development of an integrated system to reduce the total cost of ownership (TCO) of corporate computer systems through call avoidance and immediate remote diagnosis and repair of desktop software problems.
Working together, Peregrine and Tioga will deliver an integrated solution to assist IT helpdesk personnel in managing a key corporate asset - desktop software.
Tioga`s self-healing technology automatically diagnoses and repairs software problems across the enterprise. The integration will allow helpdesk analysts to manage the process through Peregrine`s IT helpdesk, ServiceCenter. It also enables helpdesk agents to remotely diagnose and repair end-user software problems.
"Tioga is the only company specifically focused on increasing the effectiveness of the IT helpdesk," says Steve Gardner, president and CEO of Peregrine.
Tioga`s patent-pending DNA Probe technology enables helpdesk technicians to automatically diagnose and repair any application problem - whether the application is packaged, off-the-shelf or internally developed.
For IT managers, this proactive system for software problem/solution technology offers several benefits:
Maximised application availability;
Dramatic reductions in help desk call volume;
Increased first-call resolutions; and
Reduced support desk costs though fewer numbers of desktop visits and the reinstallation or re-imaging of systems.
"There are products that help companies update their desktops, do mass software distributions and even manage configurations, but there hasn`t been a vendor focused on healing the desktop," states Ronnie Colville, a principal analyst at the Gartner Group.
Peregrine is represented in South Africa by Software Futures.
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