Remedy, Intel and Symantec Integrate Industry-Leading Solutions to Create IT Service Management Platform
Platform provides standards-based, best-of-breed products; enables IT managers to reduce time spent resolving customer problems
WASHINGTON, DC-March 31, 1999-Remedy Corporation (NASDAQ: RMDY), Intel
Corporation and Symantec Corporation (NASDAQ:SYMC) today announced that the
three companies have joined forces to provide IT (Information Technology)
organizations a standards-based, integrated platform for IT Service Management.
The relationship builds on existing agreements between the companies, which have
been working together for more than a year to deliver increased integration to
This new platform solves a common problem that IT organizations face when
attempting to lower costs and increase service. The traditional options have
been to purchase multiple, unintegrated products to accomplish their goals,
creating islands of automation within their environment, or compromise quality
and purchase proprietary single-vendor solutions. To solve this IT service
challenge, many organizations purchase a stand-alone help desk application and
desktop management product, as well as multiple security and repair utilities.
The new integrated IT service management platform is comprised of
industry-leading and award-winning products from companies recognized as leaders
in their respective market segments, including help desk (Remedy Help Desk 4.0),
desktop management (Intel LANDesk Management Suite 6.2) and security/PC
utilities (Symantec's Help Desk Assistant 1.0).
Individual Applications Available from All Three Vendors All three vendors offer
combinations of the help desk solutions as follows:
Remedy Help Desk 4.0 now includes all the products in the platform. Through the
integration of these applications directly into the Remedy Service Console, IT
staff now have a consolidated approach to problem avoidance, problem management,
and problem resolution. This will allow IT organizations to significantly
improve desktop, server and network uptime; manage enterprise-wide configuration
changes; and substantially improve first call resolution with a corresponding
reduction in support costs. By pulling these variable costs out of the service
equation, IT will be empowered to reinvest financial and human resources to
deliver higher Service Level Agreements (SLAs) and higher customer satisfaction.
Through the inclusion of Intel LANDesk Management Suite 6.2, users of the Remedy
Help Desk have seamless access to a central console from which they can manage
software distribution, track assets, perform desktop and server remote control
and maintenance operations, and meter application licenses. These powerful
capabilities enable a superior level of problem resolution, with complete
desktop management for Windows NT* and Novell NetWare* networks without
requiring the technician to leave his or her desk.
The inclusion of Symantec's Norton AntiVirus and Norton HelpDesk Assistant
allows seamless access directly from a trouble ticket to critical PC and server
utilities, file repair and transfer and disaster recovery capabilities. Because
Norton HelpDesk Assistant integrates market segment-leading support tools
including Norton Ghost, and tools to
remotely control and deploy these solutions on networked and remote PCs, support
calls can be closed faster and help desk costs can be significantly reduced. By
proactively deploying these solutions to desktops, the IT organization can
prevent system failures before they occur, resulting in an overall decrease in
calls to the help desk.
In addition, Intel's LANDesk Management Suite 6.2 will include Remedy's Help
Desk Express product, a full-function help desk based on Remedy Help Desk 4.0.
And, Symantec's Norton HelpDesk Assistant 1.0 will include a coupon for Remedy's
Help Desk Express.
"All three of our firms have been working toward this goal for the past year
with various product initiatives," said Gary Oliver, general manager for the
Remedy IT Service Management division. "Each of us is a leader in our space and
we realized the value of providing an integrated 'no compromises' solution to
"Intel has worked with Remedy for more than a year to remove the burden of
integration from our customers. The response from customers has been a strong
endorsement of this integration," said Dave Taylor, director of marketing for
Intel's System Management Division. "Several of our channel allies have stepped
up to fill the role of integrators and have been key to delivering this value.
Now, the addition of the Symantec technologies to this solution increases the
probability of problem avoidance."
"Symantec, Remedy and Intel are all committed to developing and delivering
best-of-breed solutions that reduce the help desk burden and cost of supporting
networked and remote computer users," said Enrique Salem, vice president of
Symantec's Security and Assistance Business Unit. "As our alliance with Remedy
and Intel continues to flourish, corporate IT organizations will reap
increasingly significant benefits in the areas of call avoidance, first call
resolution and overall support cost reduction."
Plans for this new phase in the three-way relationship currently include
worldwide co-marketing programs, cooperation among the customer service
organizations for faster response time, joint channel programs for rapid
deployment and closely-integrated product and technology offerings from all
Companies purchasing the Remedy Help Desk 4.0 will receive 10 seats of Norton
HelpDesk Assistant, Norton Anti-Virus and LANDesk Management Suite 6.2 with
their purchase. Integrated versions of the Remedy Help Desk 4.0 product line
and LANDesk Management Suite 6.2 are both available immediately. Symantec's
Norton AntiVirus and Help Desk Assistant products for integration with this
platform will be added to the Remedy Help Desk Product beginning in May.
Purchasers of the Remedy solution prior to the bundling of the Symantec products
will receive these products shipped separately in May as well.
Remedy is the leading provider of adaptable enterprise applications and complete
solutions for IT Service Management, Customer Relationship Management and
Employee Workplace Automation. Over 6800 customer sites in over 70 countries
have deployed Remedy-based applications, making Remedy the number two enterprise
applications vendor when ranked by number of deployed sites. Over 60 percent of
the Fortune 100 companies use Remedy products. Remedy solutions are deployed on
the Web or on client/server systems in a matter of weeks, not years. Remedy,
its partners, and its customers can quickly adapt the robust out-of-the-box
functionality of Remedy solutions as business requirements change. This helps
organizations establish a competitive advantage by responding rapidly and cost
effectively to opportunities. More information on Remedy, its products and
services is available on the company's Web site at www.remedy.com.
All Intel networking products are available through a worldwide network of
distributors and value-added resellers. Additional product information is
available at (800) 538-3373 (U.S. and Canada) or www.intel.com/network.
Intel, the world's largest chip maker, is also a leading manufacturer of
computer, networking and communications products. Additional information about
Intel is available at www.intel.com/pressroom.
Remedy, Remedy Corporation, the Action Request System, AR System and
Remedy-Powered are registered trademarks or other trademarks of Remedy
Corporation, Mountain View. Intel and LANDesk are registered trademarks of Intel
Corporation. *All other brands and product names may be trademarks or registered
trademarks of their respective holders.
Symantec is the world leader in utility software for business and personal computing.
Symantec products and solutions help make users productive and keep their computers
safe and reliable anywhere and anytime. Symantec offers a broad range of solutions
and is acclaimed as a leader in both customer satisfaction and product brand
recognition. Symantec is traded on Nasdaq under the symbol SYMC. More information
on the company and its products can be obtained at www.symantec.com.
NOTE TO EDITORS: If you would like additional information on Symantec Corporation and its products,
view the Symantec Press Center at www.symantec.com/PressCenter/ on Symantec's Website.
Brands and products referenced herein are the trademarks or registered trademarks of their
respective holders. All prices noted are in US dollars and are valid only in the United States.