[March 24, 1999]

Symantec's pcANYWHERE Integration Provides Remedy Help Desk Customers With Remote Control Software

Symantec Corporation announced that its pcANYWHERE32 v8.0 can now be integrated with Remedy's Action Request (AR) System, the foundation technology for all Remedy applications, to provide secure and reliable remote help desk support.

The integration of pcANYWHERE32 with Remedy's Help Desk application significantly improves help desk and end-user productivity by allowing fast, seamless remote access to the end user machine from within the help desk application. Once connected, the help desk professional can quickly troubleshoot and fix the user's machine and allow the end user to continue working with limited downtime. The remote access capabilities coupled with the AR System will also facilitate the delivery of training materials and deployment of pre-configured software updates to many users at once. In addition, help desk agents will be able to manage LANs, WANs, and enterprise-wide information systems with a single, consistent interface.

Gartner Group estimated in its report, "Lowering Help Desk Costs with Remote Control Tools," that during a three year period remote-control tools can lower annual help desk costs by 6 to 13 percent. Companies can further lower their help desk costs by leveraging pcANYWHERE's remote access with the AR System's central management and electronic distribution capabilities.

Integrating pcANYWHERE32 and the AR System is a simple process that utilizes an interface program designed to create and launch remote data objects using the name or IP address of the remote user's computer. If an IP address is unavailable, the program scans the network for available TCP/IP hosts to connect to. Once the remote data object is launched, pcANYWHERE32 takes over, performing the task of connecting the help desk professional's PC to the remote user's computer. After the connection is made, the help desk professional can use the help desk software to troubleshoot the remote system as though he or she were physically at the remote user's PC.

"pcANYWHERE32 is the perfect product to be integrated with Remedy's AR System. These products, together, can enhance help-desk administrators' effectiveness by giving them a secure and reliable way to easily access users' systems from anywhere," said Christopher Calisi, vice president of  Symantec's Remote Productivity Solutions Business Unit.

"The integration of Remedy's Help Desk application with Symantec's pcANYWHERE32 product enables help desk agents to decrease overall time to resolution of end user problems," said Mark Buckallew, Remedy Product Partners
Program manager. "By selecting a Remedy Product Partner such as Symantec, customers are assured that the integration has been developed, documented, successfully deployed at a customer site, and that Symantec supports the integration. It is a pleasure to work with companies such as Symantec to offer customers more choices of integrated, complementary products for their AR System solutions."

Pricing and Availability
pcANYWHERE32 v. 8.0 is available for an estimated retail price of US $169.99 for a two computer (host and remote) license and is available now through Symantec's authorized channels.

[ Back To TMCnet.com's Homepage ]