Beckenham, Kent-based Fernhart Computer Services Ltd has announced TSMDesk, the first of its new range of Total Service Management products. TSMDesk is a Helpdesk management system, linking users and information support staff, and third party support agencies if required. The system is a derivation of the Cobol-based service management product sold by Fernhart since 1985. In a move to upgrade to open systems last year, Fernhart opted for a rewrite in Ingres Corp’s proprietary language, compatible with Unix System V.4 and including the Ingres 6.4 relational database. The new system logs, classifies, prioritises and allocates incoming calls as appropriate. It features a call escalation process that monitors response times, identifies unresolved user problems and checks that service levels are maintained. Statistics and surveys indicating trends and problem areas can be assembled from this information using the system’s report generating tools. A register of installed hardware and software – with associated common technical problems, and records of customers and users are also stored on the system’s database, for reference. The cost of the system depends on user numbers.
ICL Unix machines
A three-to-four user configuration costs UKP8,000; a 20-to-24 user version costs UKP25,000. Upgrade paths for existing users of the Cobol version cost UKP8,500. TSMDesk can be implemented on an IBM Corp RS/6000 and will run on any industry-standard local or wide area network system, whatever that means – people usually use industry standard when they mean but don’t want to say IBM proprietary. It can also be connected to the Symon LED panels that Fernhart distributes in Europe for Applied Micro Inc of Houston and Dallas. The panels can be used as a visual communication system for stricken users when computer systems fail. A number of TSMDesk enhancements are also in the pipeline. TSMChange, which helps monitor and implement structural changes should be available by Christmas; TSMChange, a graphics tool for visually representing structures and their components is planned for March 1993; and TSMLevel, which warns when the targets and constraints laid down in service level agreements are threatened should also be available by March. Fernhart estimates it will shift around 48 TSMDesk units over the next year, generating around a third of its total income and, it hopes, boosting its turnover from last year’s UKP2.6m to over UKP3m in 1992-93. Also looked for next year is an agreement with IBM for which Fernhart is hoping to act as a value-added reseller: it has distributed ICL Plc’s Unix machines since 1985. The company was established in 1974, originally as a software house developing applications for mainframe systems. Its customers include North West Electricity Plc, The Training Agency, the Milk Marketing Board, C&A and the UK Ministry of Defence.
