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News

Incident management tool for IT help desks.

ScriptLogic : 13 February, 2008  (New Product)
Help desk support costs put under downward pressure with the release of combined incident management software incorporating remote access gateway and self service tools.
ScriptLogic has announced the availability of the ScriptLogic Incident Management Solution, a bundled package that combines the previously released Desktop Authority Remote Management Gateway and ScriptLogic BridgeTrak with Desktop Authority Password Self Service to provide IT administrators with a comprehensive strategy for incident prevention, management and response.

Desktop Authority Password Self Service, which is generally available, allows end users to solve their own password problems, including password reset requests, thereby reducing the number of calls and trouble ticket requests to the help desk.

"IT administrators, especially those in small-to-medium sized businesses, note that a significant amount of their day is spent correcting end user IT problems, decreasing the time available for strategic IT projects," said Nick Cavalancia, vice president of Windows management at ScriptLogic. "As we aim to address our customers' daily challenges, ScriptLogic now offers a full range of help desk tools to increase incident management efficiency and enhance end user productivity by as much as 40 percent. The ScriptLogic Incident Management Solution is designed to reduce the influx of help desk calls, and lower support costs."

Desktop Authority Password Self Service includes a number of features that mitigate help desk challenges and increase IT efficiency including easy password resets, seamless Windows integration, flexible password policies, user identification and e-mail integration. Desktop Authority Password Self Service also provides stronger user authentication by defining challenge questions and the number of questions users must answer based on personal profiles.

While ScriptLogic's help desk tools exist as standalone products for an IT administrator's specific needs, ScriptLogic has bundled the tools to provide cost savings and offer customers a comprehensive solution for incident management.

* Prevent: ScriptLogic customers can prevent incidents using Desktop Authority Password Self Service, allowing end users to independently correct password problems, the most common reason for help desk calls. When paired with ScriptLogic's Desktop Authority, Desktop Authority Password Self Service allows the proactive creation of managed user environments and eliminates a bulk of incidents before they happen.

* Manage: With ScriptLogic BridgeTrak 7.0, a comprehensive help desk software offering seamless trouble ticket tracking to reduce the entire lifecycle of a desktop issue, administrators capture, prioritize and process incidents.

* Respond: IT administrators may respond to incidents with Desktop Authority Remote Management Gateway, which features Desktop Authority's award-winning remote management client for remote computer control, extending its reach to users across both the local area network (LAN) and the Internet. Further, using Desktop Authority, IT administrators can update the user environment to prevent a similar incident from happening again.

"Addressing our staff's help desk issues had become a daunting task with administrators spending up to half of their days correcting standard problems," said Sebastian Motta, project manager, Connecticut Physicians' Services. "Following the deployment of ScriptLogic BridgeTrak, we noticed a significant decrease in the amount of time it takes to correct a problem, allowing us to focus on other business objectives."


The ScriptLogic Incident Management Solution, which includes Desktop Authority Remote Management Gateway, ScriptLogic BridgeTrak and Desktop Authority Password Self Service, is available immediately. A free 30-day evaluation of these products and all software solutions from ScriptLogic is available at the ScriptLogic web site.
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