REDWOOD CITY, Calif., Dec. 3 /PRNewswire-FirstCall/ -- SupportSoft (Company
Profile, Past
Stories, Case
Studies), Inc. (Nasdaq: SPRT - News), a leading provider of real-time service management (RTSM(TM)) software, announced today the availability of a new
white paper which asserts that autonomic computing is no longer just a vision for IT organizations, but a practical reality for computing users of all kinds that are benefiting
from new software technologies.
SupportSoft conceived its self-healing client software at the company's outset by trying to answer one simple but profound question: "If computers are so smart, why
can't they fix themselves?" The introduction of the company's patented DNA Probe helped answer the question in the affirmative and spawned the idea of self-healing
computing systems.
Today, SupportSoft's RTSM, the leading real-time service management solution, is providing self-healing and other support automation software benefits to tens of millions of
technology end-users worldwide. RTSM is designed to allow client-side technical or "how to" problems to be proactively detected, diagnosed, put into a
personalized context and resolved automatically -- all in real time.
"By providing simple, easy to use, self-repair for a wide variety of common problems, users and consumers save time and money," said Karen Smith Research
Director of CRM for Aberdeen Group. "Once real-time service is embedded in the support process, there are natural gains to be realized in reduced support costs and
downtime."
The new white paper expands on how SupportSoft customers such as BellSouth, IBM and Siebel Systems are using service and support automation software to anticipate
technology problems before they occur and resolve them before a user even knows they exist, as well as provide automated resolutions to problems when they happen or
upon user request. For example, service and support automation software can help a broadband subscriber maintain a reliable network connection, a customer respond to a
technical problem via a one-click fix or a company recover from a virus attack No matter the case, technology problems can be avoided altogether or resolved in a shorter
period of time. Users can benefit because their use of technology isn't compromised by unnecessary downtime. And, similarly, businesses can benefit by accelerating
business processes and reducing the cost of providing service and support traditionally available only through manual intervention.
"As autonomic computing continues to grow in importance for IT systems management, it's no less important that client-side computing realize the same benefits. The
good news is that companies embracing real-time service management solutions with self-healing built-in can streamline support delivery for customers, employees and
partners," said Cadir Lee, Chief Software Officer and co-founder of SupportSoft. "By incorporating support automation, RTSM provides the ability for companies to
efficiently scale service and support to meet the increasingly diverse set of problems caused by the proliferation of new and more complex technologies."
The new white paper, entitled Real-Time Service Management: Transforming Autonomic Computing from Vision to Reality, and authored by Cadir Lee, SupportSoft Chief
Software Officer, is now available at www.supportsoft.com/industry/wp/autonomicp
About SupportSoft
SupportSoft is a leading provider of real-time service management (RTSM(TM)) software designed to accelerate and automate enterprise technical support, customer service
and IT infrastructure management. Enterprises that have purchased our products and services include: ADP, Bank of America, Cisco Systems, IBM, Procter &
Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that have purchased our products to provide outsourced services to enterprises include:
Accenture, ACS, CompuCom, CSC and IBM Global Services. Digital service providers incorporating our software into their service offerings include: Adelphia
Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, SBC Communications and TeliaSonera. For more information,
please visit www.supportsoft.com.
This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of
1934. These forward-looking statements are statements that relate to future events and include, but are not limited to, the expected benefits and usage of our products and
the market's willingness to adopt new technologies. Forward-looking statements are subject to risks and uncertainties that could cause actual results to differ materially
from those discussed in these forward-looking statements. These risks and uncertainties include, but are not limited to: the inability of our software to operate with hardware
and software platforms that are used by our customers now or in the future, the ability of our product innovations to achieve the market penetration necessary to expand our
market share, system failures that may cause an interruption in our customers' ability to use our products or services as well as other risks detailed from time to time in our
SEC filings, including those described in the section "Management's Discussion and Analysis of Financial Condition and Results of Operations -- Other Factors
Affecting our Business and Operating Results" in our Annual Report on Form 10-K, and Quarterly Report on Form 10-Q. Statements included in this release are based
upon information known to SupportSoft as of the date of this release, and SupportSoft assumes no obligation to update information contained in this press release.
email this article