The standard
The Information Technology Infrastructure Library (ITIL) provides best practice approaches to maximize IT service effectiveness. Information Technology Service Management (ITSM) resides within the ITIL framework and is focused on managing IT systems with a business-centric, rather than technology-centric focus.
The IT challenge
In the face of competitive and regulatory pressures, IT is increasingly required to act as a strategic partner in support of high-level business goals. More than ever, IT is being called upon to drive efficiency, growth and compliance throughout an organization. Implementing ITSM can help give IT the control and rigor it needs to focus on strategic projects.
IT Service Management and automated support
Persystent Enterprise automates support, allowing IT departments to dramatically reduce PC support incidents and unplanned work. Persystent automatically repairs a desktop's operating environment — all based on policy, and all without human intervention.
This functionality tremendously improves the efficiency, effectiveness and enforcement of many areas of IT Service Management. Persystent Enterprise serves as a critical component to the end goal of ITSM: improving the value of IT to the business.
| Best practices for IT Service Management |
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| Incident management |
- Proactively eliminates and reports desktop incidents to dramatically improve metrics such as mean time to repair
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| Problem management |
- Eliminates many desktop problems that create common, recurring incidents by automatically repairing the desktop environment.
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| Configuration management |
- Provides software inventory reporting to track all CIs (configuration items) across your desktops.
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| Change management |
- Provides automated policy and software compliance enforcement at the desktop to ensure that only approved CIs are added, modified or replaced in accordance with change management policy.
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| Release management |
- Provides a controlled way to migrate desktops to Windows XP and can synchronize with many third-party software distribution tools, inheriting new images as the baseline for future automated repair.
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| Service level management |
- Increases service levels without increasing dedicated resources.
- Aligns service with business goals by moving resources from firefighting support tactics to strategic projects.
- Greatly increases the number of incidents resolved at level zero with automated repair.
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| Financial management for IT services |
- Helps IT scale to support business growth without increasing overhead costs
- Increases the predictability of service operations
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| IT service continuity management |
- Enables automated desktop recovery if malware defeats frontline defenses
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| Capacity management |
- Improves forecasting for business capacity management resources with a more predictable support environment
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| Availability management |
- Enhances investments in network and server availability by bringing the same level of reliability to the desktop
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Persystent is a member of the IT Service Management Forum (itSMF) and the Help Desk Institute (HDI).
Learn more about how Persystent can help you
 See a six-minute product demonstration from DEMO 2006
Brief overview of the support problem and the Persystent solution
Answers to common product questions
Download our product capabilities brochure (PDF)
Contact us to have your questions answered |
