Network Associates (NA) has launched Magic TSD, which is billed as the first browser-based helpdesk software that is entirely customisable.
Magic TSD is customisable from the user interface to the underlying business rules applied, and integrates desktop, network and event-management tools to enable IT professionals to solve problems, not just track them.
In addition, it is the first service desk product to use Microsoft's Windows Distributed Internet Applications (Windows DNA) architecture.
It supports Active Server Page and Microsoft Transaction Server.
As well as offering many traditional functions such as problem, change and service-level management, Magic TSD adds tools, such as PC self-healing, desktop and network management tools.
Zach Nelson, executive vice president and general manager of worldwide marketing and alliances at NA, said: "Our customers have been talking about consolidating all IT organisations - from desktop and network operations to security groups - around a common support application."
Instead of a Web front end glued to a client-server architecture, Magic TSD is built from the ground up to take advantage of thin client computing.
It uses dynamic HTML to deliver a customisable user environment and comes with more than 20 templates that can be modified to meet individual organisation requirements.
Active fields can be dragged and dropped on to the browser, and connections related to those fields are automatically established with the database.
Styling, positioning and element naming can be tailored to match enterprise-specific terminology and business processes.
The suite integrates hardware and software inventory detected by Microsoft SMS and in a future release will also work with Tivoli's TME.
Magic TSD is available now and is priced per node. For 1,000/2,000 nodes, the cost is #37 for a one-year licence and #44 for a two-year licence.
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