Partnership Boosts Software Reliability Services

Shaman Corporation has joined the Remedy Corporation Product Partner Program, offering Remedy customers an integrated solution for managing software changes, improving software reliability, and speeding problem resolution. Shaman's Enterprise Shaman helps service-desk professionals by providing software reliability analysis, identifying bugs, and delivering fixes and updates from a centralized location. The solution lets IT groups assess risks associated with deploying new software and gives help-desk personnel enhanced diagnostic capabilities. "Enterprise Shaman saves our help desk a significant amount of time when researching software bugs," says Nicholas Ondrejka, director of desktop systems at Hambrecht & Quist LLC. "Using Enterprise Shaman with the Remedy Action Request System allows us to diagnose software issues quickly, understand the extent of their effect, and track them through resolution." Deployed behind the firewall, Enterprise Shaman uses the Internet to access and share real-time diagnostic data and problem-resolution data from the Shaman Knowledge-Base, which contains up-to-date information about all bugs, bug fixes, updates, upgrades, and Windows 2000 readiness information that software vendors release. Through agreements with major software vendors, the Shaman Knowledge-Base contains information about more than 50,000 software titles. "Having the ability to identify serious software bugs, automatically opening problem tickets, and delivering all available fixes will increase end-user productivity while reducing downtime," says Mark Losh, Shaman vice president of business development.

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