San Diego June 2, 2003 Asset management specialist Peregrine Systems today unveiled the latest version of its service desk management solution, along with three new service management solution sets designed to address some of the top challenges currently facing information technology organizations.
Peregrine says version 5.1 of its ServiceCenter solution helps organizations to drive out costs and improve business performance by introducing a common service model and set of business practices across the enterprise.
The 5.1 release offers improved configuration management capabilities designed to let customers better manage service level agreements (SLAs) by identifying, categorizing and defining the relationship between all their configuration items (such as assets, problem records and change records), including financial and operational aspects.
By integrating these capabilities within the service desk and centralizing the data in a single repository, ServiceCenter eliminates the separation between an organization's service desk and its IT portfolio, helping service management users to make better informed IT decisions, such as service planning and resource allocation, based on knowledge of the financial, contractual as well as technical status of their IT infrastructure, Peregrine asserts.
A wizard-based navigation feature facilitates the addition of configuration items and provides uniformly formatted scripts to automatically guide users through the completion of set-up activities, which can help increase system effectiveness and improve IT staff productivity, according to the solution provider.
As with previous versions, ServiceCenter 5.1 provides integration to various network and systems management (NSM) and enterprise resource planning (ERP) applications, such as IBM Tivoli, SAP and PeopleSoft, as well as standard interfaces to security systems and directories.
To complement ServiceCenter with employee self service capabilities, Peregrine also introduced Get-Services 4.1, a Web-based application that allows employees to request support and service technicians to manage their queues through a Web browser that links directly to the ServiceCenter data repository.
The new service management solution sets include the Global Consolidation solution, which targets chief information officers who want to establish a consolidated service desk using a common enterprise service management solution, replacing the assortment of homegrown and point products they've accumulated.
The Service Level Management solution is designed to help IT organizations deliver an optimal level of IT services to the business. This solution set enables IT organizations to manage and monitor their SLAs to help ensure customer satisfaction and increase employee productivity.
The ITIL and Beyond solution gives technology executives the ability to establish a standard consolidated service management model. This solution provides common terminology and best-practice models for IT business alignment. In addition, the solution set meets ITIL requirements for service delivery and support, and it offers additional functionalities in the areas of request and knowledge management, which extend the consolidated service desk beyond the ITIL framework.
"ServiceCenter 5.1 and Peregrine's new solution sets are designed to help CIOs address their top priorities, including the need to become a business partner with business units seeking ways to improve performance and control costs," said Andy Cahill, Peregrine's executive vice president for global field operations. "To that end, IT departments are using the Peregrine software to consolidate 'siloed' tools, manage service level agreements, integrate knowledge management institute a common model for service management."
Peregrine's service management solution sets are currently available with ServiceCenter 5.0. ServiceCenter 5.1 and version 4.1 of Peregrine's Get-Services will be generally available worldwide in June.
Peregrine says version 5.1 of its ServiceCenter solution helps organizations to drive out costs and improve business performance by introducing a common service model and set of business practices across the enterprise.
The 5.1 release offers improved configuration management capabilities designed to let customers better manage service level agreements (SLAs) by identifying, categorizing and defining the relationship between all their configuration items (such as assets, problem records and change records), including financial and operational aspects.
By integrating these capabilities within the service desk and centralizing the data in a single repository, ServiceCenter eliminates the separation between an organization's service desk and its IT portfolio, helping service management users to make better informed IT decisions, such as service planning and resource allocation, based on knowledge of the financial, contractual as well as technical status of their IT infrastructure, Peregrine asserts.
A wizard-based navigation feature facilitates the addition of configuration items and provides uniformly formatted scripts to automatically guide users through the completion of set-up activities, which can help increase system effectiveness and improve IT staff productivity, according to the solution provider.
As with previous versions, ServiceCenter 5.1 provides integration to various network and systems management (NSM) and enterprise resource planning (ERP) applications, such as IBM Tivoli, SAP and PeopleSoft, as well as standard interfaces to security systems and directories.
To complement ServiceCenter with employee self service capabilities, Peregrine also introduced Get-Services 4.1, a Web-based application that allows employees to request support and service technicians to manage their queues through a Web browser that links directly to the ServiceCenter data repository.
The new service management solution sets include the Global Consolidation solution, which targets chief information officers who want to establish a consolidated service desk using a common enterprise service management solution, replacing the assortment of homegrown and point products they've accumulated.
The Service Level Management solution is designed to help IT organizations deliver an optimal level of IT services to the business. This solution set enables IT organizations to manage and monitor their SLAs to help ensure customer satisfaction and increase employee productivity.
The ITIL and Beyond solution gives technology executives the ability to establish a standard consolidated service management model. This solution provides common terminology and best-practice models for IT business alignment. In addition, the solution set meets ITIL requirements for service delivery and support, and it offers additional functionalities in the areas of request and knowledge management, which extend the consolidated service desk beyond the ITIL framework.
"ServiceCenter 5.1 and Peregrine's new solution sets are designed to help CIOs address their top priorities, including the need to become a business partner with business units seeking ways to improve performance and control costs," said Andy Cahill, Peregrine's executive vice president for global field operations. "To that end, IT departments are using the Peregrine software to consolidate 'siloed' tools, manage service level agreements, integrate knowledge management institute a common model for service management."
Peregrine's service management solution sets are currently available with ServiceCenter 5.0. ServiceCenter 5.1 and version 4.1 of Peregrine's Get-Services will be generally available worldwide in June.
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