Tool bundles third-party resources under one roof

Help Desk 4.0 from Remedy Corp. incorporates several third-party products and has a new
user interface like that of Microsoft Windows 98 and Web browsers.

“A lot of federal organizations don’t have time to do the help desk work
themselves,” said Keith Bigelow, director of product marketing and management at
Remedy of Mountain View, Calif.

Systems personnel busy with year 2000 projects are looking for everything from one
vendor that can integrate other companies’ products, he said.

Help Desk 4.0 bundles Intel Corp.’s LANDesk, which lets the administrator remotely
control networked PCs, distribute software electronically and meter use to ensure
contractual compliance. It also includes the Crystal Reports engine from Seagate Software
of Vancouver, British Columbia. Help Desk can assign different priority levels to help
desk calls.

A bonus with the package is 3Com Corp.’s Palm III handheld computer. Help Desk 4.0
users can download trouble tickets to the Palm III while moving within buildings and
remote sites, update the tickets as they go and later synchronize any changes with the
Help Desk application, Bigelow said.

Help Desk 4.0 operates with Hewlett-Packard Co. OpenView, IBM Corp. NetView and Sun
Microsystems Inc. Solstice management applications, Bigelow said. It runs under HP-UX, IBM
AIX, SunSoft Solaris and Windows NT Server 4.0 network operating systems. It has a Java
client to run on any networked station.

Wizards and dialog boxes guide users through setup and initial use. Help Desk 4.0
records users’ previous help desk calls and data about their systems and peripherals.

A three-user Help Desk 4.0 license starts at $12,000 with one year of support. Agencies
can get unlimited free read licenses for users to track the status of their help desk
tickets. In 99 percent of cases so far, Bigelow said, Remedy has met its guaranteed 15-day
deployment deadline for organizations that have bought service options. Remedy’s
Service Level Agreements 4.0 measures and records help desk performance.

Contact Remedy’s federal office at 703-858-3600.  

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