Peregrine Systems, one of the world`s leading software companies, represented locally by MGX, recently launched a new release of its flagship product, ServiceCenter 4. The solution - which enables faster mean time to value and accelerates return on investment for users - sets a next-generation standard for service support of IT assets with built-in best practice processes and out-of-box installation.
"ServiceCenter 4 delivers on our promise of helping companies move toward a state of frictionless business by preventing or minimizing downtime caused by breakdowns in the IT," said Steve Gardner, chairman and CEO of Peregrine Systems. "This product extensively embeds built-in best practices for the real-time management of technology assets, thus taking frictional cost and guess work out of setting up truly effective support for mission-critical systems. IT service management is a competitive advantage for companies doing business in today`s non-stop global economy, and ServiceCenter 4 is the best product choice a company can make to seize that advantage."
Peregrine, which has been a market leader in enterprise service management throughout its 20-year history, has engineered significant advances in ServiceCenter 4. 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. This lowers risk, reduces overall cost and increases reliability. ServiceCenter 4 can be easily scaled and tailored without code changes, providing immediate business benefits and greatly reducing both mean time to value and the time required to realize a return on investment.
"As corporations increase their focus on bottom-line cost management, they can no longer afford to spend an eternity attempting to gain benefit from enterprise management tools. As such, IT organizations are focusing their attention, now more than ever, on tools that deliver a shorter mean-time-to-value," said John Warne, senior program director, Service Management Strategies, Meta Group.
"The improvements made to the Service, Incident and Request modules in ServiceCenter 4 make the product more intuitive," said Rob Trimble, senior support analyst for Vencor, a leading healthcare provider. "They neatly complete the package and provide exactly what our organization needs to provide best-in-class service to our customers."
In addition, ServiceCenter 4 adds root cause analysis capability to enhance proactive problem management. Known errors can be identified and underlying issues - the root causes - can be investigated and properly handled. Individual incidents can be correlated throughout the entire problem management cycle, affording more information and resolution capability to level one technicians. This functionality becomes a powerful method of preventing service calls and breakdowns by identifying and properly handling the sources of problems, thereby eliminating recurring incidents.
ServiceCenter 4 supports growth and value-chain migration capability by integrating lifecycle service management, and providing a stratified plan and strategy to implement the steps toward a consolidated and well-organized service operation:
Foundational packages provide fundamental service management to log and track calls, and support customers by quickly resolving and closing incidents.
Proactive Management identifies known errors and actively manages problems and integrated change management processes. Problems are identified, proactively managed and removed to increase infrastructure reliability.
Peak Performance manages services with an organized and preventive maintenance strategy using task planning and scheduling, workload balancing and services prioritization.
Value-Added IT operations leverage an under-control infrastructure environment driving improved cost controls, service capability, and employee productivity to new levels that would be difficult to reach - and measure - in a reactive environment.
ServiceCenter is a cornerstone in Peregrine`s infrastructure management solutions, which are built on a lifecycle approach to managing assets that range from IT and telephony to real estate, facilities and transportation. ServiceCenter 4 is designed for easy use with Peregrine`s solutions for asset management, network and desktop discovery, telephony management and remote control.
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