Help Desk Diagnostic Software facilitates prompt call resolution.
May 10, 2012 -
Resolve provides first level Help Desk technicians with insight into application usage and resource utilization. Solution continuously monitors hundreds of KPIs on every user system with DataMine agent, tracking application behavior, system performance, and changes to user system configuration. Alerted as specified thresholds are exceeded, technicians can make necessary adjustments to proactively correct problems before users are aware one exists.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
|Original Press release |
Lakeside Software, Inc.
40950 Woodward Avenue
Bloomfield Hills, MI, 48304
Lakeside Software Introduces SysTrack Resolve
Help Desk diagnostic tool accesses SysTrack data to resolve user problems faster and with fewer IT resources
BLOOMFIELD HILLS, Mich. -- Lakeside Software, a leader in business intelligence solutions for IT professionals, announced the release and general availability of SysTrack Resolve. SysTrack Resolve provides first level Help Desk technicians with unprecedented insight into application usage and resource utilization, enabling prompt resolution that gets users back to work and technicians to their next service call.
Resolve can eliminate many service calls and address problems before users are aware that they have a problem. Resolve continuously monitors literally hundreds of KPIs on every user system with a DataMine agent, tracking application behavior, system performance and changes to user system configuration. Alerted as specified thresholds are exceeded, technicians can make the necessary adjustments to proactively correct the problem.
Like all SysTrack products, Resolve utilizes Lakeside's patented and massively scalable DataMine distributed relational database architecture that aggregates user-level data unmatched in depth and quality. All data aggregated by DataMine from any user system is available to IT service technicians. Utilizing DataMine data, Resolve performs heuristic differential analysis between the problem system and all user systems or any subset to identify and learn where behavior diverges from the norm.
Resolve works with IT Help Desk ticketing solutions such as BMC Remedy, HP Service Center and Tivoli Maximo. Resolve tracks RDP, HDX and PCoIP display protocol behavior, modeling their impact on the user experience; Resolve uses this data, along with application behavior, system resource analysis, integrated event and fault tracking, automated backend-server detection and analysis and other data to diagnose and optimize the user experience.
"SysTrack Resolve provides IT management with a new tool to more effectively manage their user communities," said Dan Salinas, vice president of business development, Lakeside Software. "Resolve improves end-user experience and productivity and enables IT organizations to provide better service at a lower cost."
"IBM uses SysTrack Resolve to help diagnose performance issues in clients' virtual infrastructure," said Mary Jane Couldridge, director, global sales & strategy, workplace services, IBM. "We are constantly looking for ways to reduce resolution times and improve user productivity while helping IT departments maintain a high performance image. SysTrack Resolve definitely can help with this objective."
Resolve works on internal as well as cloud structures, and supports VDI desktops, physical desktops, terminal servers and servers, all from a common architecture and dashboard.
About Lakeside Software
Lakeside Software is a leading provider of business intelligence solutions for IT. SysTrack solutions for User Experience Scoring, End-to-End Monitoring, Problem Diagnostics, Power Management, VDI Assessment and Planning, and Windows 7 Migration empower IT with the knowledge to dramatically improve productivity and reduce costs. SysTrack's patented and massively scalable DataMine distributed database architecture aggregates user-level data unmatched in depth and quality, enabling SysTrack's sophisticated reporting intelligence to deliver unprecedented insight into application usage and resource utilization. Visit www.lakesidesoftware.com for more information.
Lakeside Software, SysTrack, SysTrack Resolve and SysTrack DataMine are registered trademarks and/or trademarks of Lakeside Software, Inc. in the United States and other jurisdictions. Third-party trademarks mentioned are the property of their respective owners.