Altiris, Inc. (Nasdaq: ATRS), a pioneer of IT lifecycle management solutions that reduce the total cost of owning IT resources, today announced new comprehensive incident management and problem resolution capabilities of Altiris® Helpdesk Solution™ 6.0. The new version is the only help desk product on the market that provides Smart Tasks allowing users to leverage industry-leading Altiris asset and system management tools directly from a help desk incident. Native Altiris integration enhances the ability of IT managers to resolve problems quickly through a consolidated customer or asset record creating greater efficiency and reducing costs.
“In today’s service management environment, activity tracking tools have become obsolete,” said Poul Nielsen, Altiris VP of marketing and product strategy. “Helpdesk Solution has revolutionized IT service by providing technicians with context-aware integration to other systems management applications to expedite problem resolution, increase help desk worker and end-user productivity and help reduce costs.”
Also new to Helpdesk Solution 6.0 is natively integrated access to an asset repository and embedded knowledge management to help reduce resolution time, knowledge capture and ensure data accuracy. Helpdesk Solution allows employees to help themselves by providing access to knowledge base articles as well as a unified self-help portal for service request and incident logging.
New knowledge management within Helpdesk Solution now includes the KnowledgeBroker (KBI) KnowledgeBase for reduced resolution time and increased technician productivity. KBI is a leading supplier of knowledge-based computer support solutions for help desk technicians and end user self-help. KBI KnowledgeBase technical content helps IT technicians expedite problem resolution for Windows and common software applications by providing immediate access to the collective experience of hundreds of KBI customers worldwide. KBI KnowledgeBase content helps identify the root cause of real-world problems, reduce the cost and time of incident and problem resolution while promoting end-user productivity.
Nielsen went on to say, “A majority of a service technician’s time is spent researching and analyzing new incidents. These individuals typically use a number of tools to diagnose and resolve incidents, including a knowledge base. Altiris Helpdesk Solution 6.0 introduces tried and tested knowledge that allows technicians to speed problem resolution while eliminating the time and expense of importing or developing knowledge from scratch.”
Altiris Helpdesk Solution 6.0 offers the following new benefits:
- Smart Tasks provide context-aware integration to Altiris asset and system management tools and enable the resolution of break/fix tasks from within the incident record
- A new end-user self help portal allows employees to search for common problem fixes, open a service request or log an incident to ultimately reduce service desk overhead and free time for strategic IT projects
- Parent / child asset relationships that allow IT organizations to better understand the risk of change within an environment while assigning costs to collections of assets
- Web-based reports help ensure quality of service, efficient IT operations and planning
- Role-based security for user specific roles and fine-grained access control
Helpdesk Solution, an integral component of Altiris Asset Management Suite™, also helps customers attain optimal levels of IT Infrastructure Library (ITIL) compliance for organized management of complex and demanding IT infrastructures.
Pricing and availability
Altiris Helpdesk Solution is now available and is offered as a component of Altiris Asset Management Suite at an MSRP of $2250 per concurrent user. Volume discounts are available through Altiris channel partners. For more information, or to contact an authorized Altiris salesperson near you, please visit www.altiris.com/sales
About Altiris
Altiris, Inc. is a pioneer of IT lifecycle management software that allows IT organizations to easily manage desktops, notebooks, thin clients, handhelds, industry-standard servers, and heterogeneous software including Windows, Linux and UNIX. Altiris automates and simplifies IT projects throughout the life of an asset to reduce the cost and complexity of management. Altiris client and mobile, server, and asset management solutions natively integrate via a common Web-based console and repository. For more information, visit www.altiris.com
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Altiris is a registered trademark of Altiris, Inc. in the U.S. and in other countries. Asset Management Suite and Helpdesk Solution are trademarks of Altiris, Inc. The other company names or products mentioned are or may be trademarks of their respective owners. |