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SysTrack Resolve
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IT Executives face the difficult task of
delivering superior user experience while controlling Help Desk costs.
SysTrack Resolve™ is an essential tool that provides
heightened visibility into physical and virtual user desktops to enable IT to
quickly diagnose and resolve problems, dramatically enhancing end user experience
and productivity while significantly reducing IT personnel involvement.
Resolve empowers first level technicians to diagnose and resolve user service issues
themselves. Resolve performs heuristic differential analysis between the problem
system and all physical and virtual user systems or any subset to identify and
learn where behavior diverges from the norm.
With only the user’s name, Resolve immediately identifies the offending system,
displaying critical key performance indicators (KPIs) and highlighting KPIs out
of normal range. Data is presented tabularly and graphically for easy interpretation
and insight.
Resolve can eliminate many service calls and resolve problems before users are aware
of them. 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.
Problems users have with their computer systems are typically resolved in an
inefficient manner that saps organizational productivity and wastes scarce
technical resources.
The process may begin with the user noticing a problem such as performance degradation.
The user may wait to report the problem until he/she is confident the problem is
persistent. The user then calls the organization’s Help Desk for assistance. The
first level technician will frequently log the call, ask for details of the problem,
and then pass the call on to a second-level technician for problem analysis. If the
second level technician cannot resolve the problem, the user may be redirected to
even more senior third-level technicians.
For the end-user, the phone time spent on service resolution is lost productivity.
The anticipation of an interminable problem resolution process leads many users to
forgo reporting problems and suffer quietly (or not so quietly) with
a continual drain on their productivity.
For the organizational service desk, time spent by the first-level technician listening
to the user provide a non-technical explanation of problem symptoms is wasted productivity.
The plethora of emerging desktop technologies such as virtual desktops, iPads and terminal
servers increases the complexity of isolating the location and nature of the problem.
Escalation to senior technicians becomes even more expensive and they may need additional
information, information that a non-technical user may be unable to provide. As more time is
spent on each call, wait times grow and fewer calls can be handled. Furthermore, time
spent by senior technicians on user problem resolution is time not spent focusing on
more strategic, high-value projects where those technicians’ expertise is needed. This
“dumbing down” of the senior technicians’ function can develop into a serious staff
satisfaction issue.
SysTrack Resolve™ significantly reduces problem time-to-resolution and IT service personnel
involvement, enhancing end-user and IT staff productivity and satisfaction.
Resolve™ works with IT Help Desk ticketing solutions such as BMC Remedy, HP Service
Center and Tivoli Maximo. Resolve™ supports HDX and PCoIP management interfaces in Citrix XenApp and VMware
View respectively to track display protocol behavior,
modeling its 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.
Resolve™ works with a wide variety of targeted clients, supporting legacy environments
as old as Windows 4.0. It works in large active directory environments with full
authentication and encryption, but without requiring schema changes. It also works
in small scale environments, including workgroup and standalone setups as might be
found in SMB and educational settings.
Resolve™ does not require the use of device drivers or kernel components, which makes
attainment of change control approvals in large organizations easier. Resolve™ does
not change the behavior of managed systems, making no changes to current applications,
stored application information or application data streams on the network.
Resolve™ is compatible with all known hardware and has no application compatibility
issues. It works on internal as well as cloud structures. Resolve™ supports VDI
desktops, physical desktops, terminal servers and servers, all from a common architecture
and dashboard.
Resolve™ is easily deployed and integrated into existing environments, with typical
installations usually accomplished in less than an hour, and typically remotely without
a site visit. It may be deployed using built-in technologies or aided through any
third-party software deployment mechanism (such as Microsoft SCCM, Altiris, HP Radia,
IBM Tivoli, CA, etc.), or alternatively through login scripts and other mechanisms.
Database setup and configuration for the product is fully automatic for SQL Server.
It may be deployed in a running environment without reboots and while users are
actively using targeted systems. Uninstall is similarly unobtrusive.
Resolve™ is a fully integrated component of SysTrack, and shares a common user interface
with all SysTrack products. 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 with a DataMine™ agent is available to IT service technicians.
Resolve™ scales. Information on thousands of systems (workstation, servers, and
thin-client servers) can be monitored from a single console. Resolve’s architecture
was engineered with primary consideration given to producing minimal network traffic.
The key to effectively managing large volumes of data, without creating excessive
network traffic, is Lakeside's DataMine™ Distributed Database Architecture. Lakeside
holds patent #6,978,265 which ensures SysTrack is the only solution that can condense
distributed information on an enterprise scale. Resolve™ is also protected by
patent #7,257,692 which encompasses a powerful and unique memory leak detection
algorithm not found in other products.
The DataMine™ agents utilized by Resolve™ deliver unprecedented performance. Resolve™
is agent-based for low overhead. Each agent occupies a very small footprint – less than
1% CPU utilization and 30-50 MB of pageable memory. Each agent runs as a service with no
kernel components (Resolve™ cannot blue screen a system). The Resolve™ agent architecture
is highly scalable with over 300,000 in production in a single client, and all
communications are based on TCP/IP for efficient network bandwidth utilization.
Resolve™ enables IT organizations to provide better service at a lower cost. Resolve™
improves end-user experience and productivity. Resolve™ also improves IT efficiency
and the quality of service delivery (through continuous service delivery) and lowers
the total cost of operations.
Resolve™ shortens inefficient and time-wasting service calls, improving end user
productivity and enhancing the user experience. Resolve™ enables service problems
to be diagnosed and corrected proactively without a service call, further enhancing
productivity and the end-user experience.
Resolve™ reduces the amount of time first level technicians need to spend to resolve
problems, freeing them up to handle more service calls and improving their productivity.
Resolve™ frees senior technical staff for reassignment to more strategic, high-value
projects, improving IT staff utilization and productivity. Resolve™ frees senior
technical staff from mind-numbing problem resolution tasks, enhancing their satisfaction
and personal productivity.
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