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February 21, 1999


By CBR Staff Writer

Peregrine Systems, the San Diego, California provider of enterprise help desk software has announced a partnership with Tioga Systems Inc whereby Peregrine will integrate its flagship help desk application with Tioga’s diagnosis and repair software. The aim, say the companies, is to reduce the total cost of ownership (TCO) of corporate computer systems through immediate remote diagnosis and repair of desktop software problems. Under the agreement, the Palo Alto, California-based Tioga will integrate its Self-Healing software technology, which enables support staff to automatically diagnose problems and remotely fix them, with Peregrine’s ServiceCenter help desk application. Tioga said its software is based on a patent pending DNA Probe technology which enables help desk technicians to automatically diagnose and repair any application problem whether the application is packaged, off the shelf or internally developed. The system can be rapidly deployed for immediate benefits unlike alternative solutions, which the companies say require costly development and maintenance of diagnostic scripts and application descriptions. Stephen Sykes, director of business development said, in the past, if the help desk received a trouble ticket, a member of the technical support staff would have to go and attend to the problem manually. But using the integrated solution, he or she can collect the trouble ticket and, with a simple click of a button, immediately diagnose and repair any application and/or desktop configuration issues directly from the ServiceCenter console. Moreover, if the user can’t identify the problem straight off, Sykes says the DNA probe will go out and search each application, including functions within the control panel, until it has been identified. The software is designed to work on any Windows 32-bit operating system including Windows 95, 98 and the upcoming 2000 (aka NT 5.0). It doesn’t come as an integrated bundle per se. Customers will have to purchase the Tioga application, and an integration module, for around $10,000, plus Peregrine’s ServiceCenter software. But Sykes added that prices will vary according to the number of desktops. Both companies will market the solution.

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