Peregrine and Tioga, a developer of automated "self-healing" software, are jointly developing an integrated system to assist IT helpdesk personnel in managing problems with desktop software through support call avoidance and immediate remote diagnosis and repair of PC software problems.
The integration will allow helpdesk analysts to manage the self-healing process through Peregrine's IT help-desk product, ServiceCenter.
Peregrine and Tioga claim the combination provides the most comprehensive way of managing and maintaining a company's IT infrastructure. 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 software problem/solution technology offers significant benefits to the enterprise including optimised desktop application availability, a dramatic reduction in helpdesk call volume, increased first-call resolution which can be as high as 90% as well as an overall reduction in support costs.
Ronnie Colville, a principal analyst at Gartner Group, said, "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." Steve Gardner, president and CEO of Peregrine, said, "Tioga is the only company specifically focused on increasing the effectiveness of the IT help desk."
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