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PEREGRINE SYSTEMS PARTNERS WITH MOTIVE COMMUNICATIONS TO CREATE AUTOMATED "HELP DESK WITHOUT WALLS"
Motive’s Electronic Support Hub, The Motive System, Links with Peregrine Systems ServiceCenter Enterprise Service Desk
San Diego, CA and Austin, TX, December 21, 1998 -- Peregrine Systems (NASDAQ: PRGN) and Motive Communications, Inc. (www.motive.com) have teamed up to provide an end-to-end automated technical support solution that reduces call volumes, decreases problem resolution time, and improves service by extending automated support directly to users.ServiceCenter, Peregrine Systems Enterprise Service Desk application, and the Motive System, the leading solution for support chain automation, are being integrated using Motive’s Integration Server, which enables the two products to work in concert and share critical support information. The marriage of the two products creates a technical support solution that covers the full spectrum of the support lifecycle, from capturing information about the user’s problem to resolution and closing of the support incident. The Peregrine Systems-Motive collaboration enhances both the electronic support delivery, performed by the Motive System, and the support tracking and management activities performed by ServiceCenter. Motive is a member of Peregrine Systems Connections Partner Alliance Program.
"We are extremely excited that Peregrine Systems and Motive are working together to help our mutual customers further optimize the effectiveness of their IT infrastructure assets," said Steve Gardner, President and CEO of Peregrine Systems. "Our partnership is important because it extends our current leadership position in infrastructure management directly to the end user, which improves customer satisfaction and further drives down total cost of ownership."
"Enterprise Service Desk solutions are a key component in supporting an organization’s infrastructure; we are particularly pleased to be working with Peregrine Systems, the recognized leader in this area," said Scott Harmon, Motive’s President and CEO. "We add value to ServiceCenter installations by augmenting them with an integrated hub for electronic support delivery."
Peregrine Systems ServiceCenter is a suite of integrated software application modules that focus on interrelated events that occur throughout the lifecycle of the infrastructure. ServiceCenter provides a single point of control for all these events and includes: Service Management, Problem Management, Problem Resolution, Change Management, Request Management, Work Management, Service Level Agreement Management and Inventory Configuration Management.
The Motive System provides a hub for electronic support delivery, in which users interact electronically with either an intelligent server or support experts to solve problems in a fraction of the time typical of traditional phone-based support methods. Motive’s patent-pending
ActiveSense technology digitally harvests information directly from each user’s computing environment and makes it available via secure connections to support centers for "data-driven" self-service, triage, automated problem diagnosis, digital collaboration and problem resolution.
Key Benefits of the Peregrine Systems-Motive Integration
The Motive System increases the efficiency of Peregrine Systems ServiceCenter by automating key support delivery processes, which are manual in most companies today:
Active Self-Service: Peregrine Systems customers can now provide their users with a next-generation self-service Web interface. Motive’s self-service capability lets users solve a significant percentage of problems unassisted, immediately reducing the number of calls to the support center. Motive self-service is "active" because it uses digital information from the user’s PC to dynamically "guide" him or her to the correct support content, downloadable patches or other problem-solving information. In contrast, traditional self-help systems require the user to be a detective and know the exact search string to enter in order to get the right solution.
Automated, Data-Driven Support: If the user is unable to solve his or her problem using self-service, the Motive System compiles a complete digital history of the actions taken, packages it with current-state data about the machine, and sends it to the support center. The Motive Integration Server ensures that all relevant information is delivered to ServiceCenter as the incident progresses. This saves significant time for support engineers because it eliminates inefficient phone-based Q & A and the need to manually enter data into Peregrine’s trouble ticketing interface.
One-Click Diagnostics: A support analyst can "drill down" to diagnose and repair a problem by launching the Motive System from ServiceCenter to digitally harvest additional data from the user’s system, run more detailed diagnostic procedures, or interact with the end user personally.
Availability
The Motive Integration Server for Peregrine Systems consists of the Motive Integration Server plus a custom "Adapter" for Peregrine Systems ServiceCenter. The product is available immediately to users of the Motive System and Peregrine Systems ServiceCenter 2.1.
About Motive Communications, Inc.
Motive’s mission is to help its customers leverage support chain automation solutions to cut $25 billion in waste out of high-technology support services by the year 2005. The pioneer and leader in support chain automation, Motive offers solutions that enable its customers to create automated support chains, resulting in dramatically reduced costs, improved customer satisfaction and increased customer loyalty. The Motive System is used by leading IT companies, including CompuCom, JD Edwards, MCI, Microsoft and Netscape, and has been endorsed by the leading help desk and front-office application vendors, including Clarify, Peregrine Systems, Remedy, Scopus, Tivoli Systems and Vantive. Motive was founded in May 1997 by senior technical and management personnel from Tivoli Systems, NeXT Software and other leading software companies, and is backed by $14.8 million in funding from Accel Partners, Attractor, Austin Ventures and SSM Venture Partners.
About Peregrine Systems
Peregrine Systems is the leading provider of Infrastructure Management solutions. True Infrastructure Management unites the unique disciplines of the Enterprise Service Desk and Asset Management through common shared data. Peregrine Systems solutions address all aspects of organizational infrastructure, from information technology to the buildings and real estate assets housing the technology and people of the organization. The merging of these disciplines results in a more thorough understanding of the impact of events and change upon the investment decisions of a company.
Founded in 1981, Peregrine Systems is headquartered in San Diego, California with offices throughout the United States as well as in the United Kingdom, Canada, France, Germany, Denmark, Netherlands, Sweden, Australia and Singapore. Peregrine Systems also has partners and distributors located throughout these regions and in Latin America. More information on Peregrine Systems is available on the World Wide Web at www.peregrine.com
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The Motive logo, Motive Communications, Motive System, Motive Assistant, Motive Server, Motive Support Desktop and Motive Adapter are trademarks or registered trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective companies.
Editorial Contact:
Claire Campbell
Motive Communications
512/339-8335, x2408
claire@motive.com
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