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Product Brief

SysTrack Resolve

T h e V i s i b i l i t y I T N e e d s t o M a k e P e o p l e H a p p y

Challenge

Users’ desktop problems are

typically resolved in an inefficient

manner that reduces end user

productivity and wastes scarce

technical and financial resources.

Benefits

Improved IT efficiency and cost

savings through reduced

problem time-to-resolution

Improved quality of service

through enhanced user

productivity and satisfaction

Fewer Help Desk service calls

Frees senior IT staff to focus on

priority tasks

Features

Deep visibility and insight into

physical and virtual desktops

from a single console

Compatible with popular

ticketing solutions including

ServiceNow, BMC Remedy, HP

Service Center and Tivoli

Maximo

Proactive identification of

nascent problems through

continuous real-time

monitoring

Heightened visibility into physical and virtual desktops

enables service desk personnel to quickly diagnose

and resolve problems

SysTrack Resolve dramatically enhances end user experience and productivity while

significantly reducing IT personnel involvement.

Rapid Problem Identification

SysTrack Resolve empowers first level help desk technicians to diagnose and resolve

user service issues. SysTrack Resolve performs heuristic differential analysis between

the problem system and all physical and virtual user systems, or any subset, to

identify and learn where

behavior diverges from the

norm.

With just the user’s name,

SysTrack Resolve immediately

identifies the offending system,

displaying critical key

performance indicators (KPIs)

and highlights KPIs out of

normal range. Data is presented

tabularly and graphically for easy

interpretation and insight.

Prompt Problem Resolution

SysTrack Resolve can eliminate many

service calls and resolve problems before users are even aware of them. SysTrack

Resolve continuously monitors literally hundreds of KPIs on every user system,

tracking application behavior, system performance and changes to user system

configuration. Technicians are alerted when specified thresholds are exceeded,

allowing them to make the necessary adjustments to proactively correct the problem.

SysTrack Resolve significantly reduces problem time-to-resolution and IT service

personnel involvement, enhancing end-user and IT staff productivity and satisfaction.

SysTrack Resolve allows

continual improvement by

simplifying and automating

the problem solving process

while still allowing deep

insight into the evolution of

emerging trends.

SysTrack Resolve provides information about

KPIs and alarms

“We are constantly looking for ways to reduce resolution

times and improve user productivity while helping IT

departments maintain a high performance image. SysTrack Resolve definitely can help with this objective.”

Mary Jane Couldridge

Global Director for Workplace Services, Sales Strategy and Execution, IBM

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LAKESIDE SOFTWARE, INC.

40950 Woodward Avenue

Bloomfield Hills, MI 48304 USA +1 (248) 686-1700

LAKESIDE SOFTWARE SOLUTIONS LIMITED

Morgan House, Madeira Walk, Windsor

Windsor and Maidenhead, Berkshire, SL4 1EP, UK +44 (0) 1753 912 331

LAKESIDE SOFTWARE PTY LIMITED

Level 17, 40 Mount Street

Sydney, NSW 2060, Australia +64 (2) 8417 2100

www.lakesidesoftware.com ©Lakeside Software, Inc. 1997-2017. Lakeside Software, SysTrack, SysTrack Resolve and DataMine are registered trademarks and/or trademarks of

Lakeside Software, Inc. All other trademarks and registered trademarks are the property of their respective owners.

Application compatibility and system security

SysTrack Resolve works with IT Help Desk ticketing solutions

such as ServiceNow, BMC Remedy, HP Service Center and

Tivoli Maximo. Resolve supports HDX and PCoIP

management interfaces in Citrix XenApp and VMware View

respectively to track display protocol behavior, modeling its

impact on the user experience.

SysTrack Resolve does not require the use of device drivers

or kernel components, which makes attainment of change

control approvals in large organizations easier. SysTrack

Resolve does not change the behavior of managed systems,

making no changes to current applications, stored

application information or application data streams on the

network.

SysTrack Resolve is compatible with all known hardware and

has no application compatibility issues. It works on internal

as well as cloud structures. SysTrack Resolve supports VDI

desktops, physical desktops, workstations, terminal servers

and servers, all from a common architecture and dashboard.

Rapid deployment and integration

SysTrack Resolve is easily deployed and integrated into

existing environments, with typical installations

accomplished remotely without a site visit in less than an

hour. It may be deployed using built-in technologies or

aided through any third-party software deployment

mechanism, or through login scripts and other mechanisms.

Resolve may be deployed in a running environment without

reboots and while users are actively using targeted systems.

Scalability and performance

SysTrack Resolve is massively scalable, able to monitor

information on thousands of systems from a single console,

utilizing Lakeside's DataMine™ distributed relational

database architecture to effectively manage large volumes of

data with negligible network traffic.

SysTrack Resolve delivers unprecedented performance

through its low overhead agent-based architecture. Each

agent occupies a very small footprint – less than 1% CPU

utilization and 30-50 MB of pageable memory, and runs

as a service with no kernel components.

SysTrack Resolve provides system-level

detail visualization

Identify and Visualize the Environment

Key performance indicators identify bottlenecks and

resource limitations

Identify application issues and hardware failures

Per process data views allow quick diagnosis by

service desk

Historical information enables insight and change

detection resolution

Auto Dependency and Latency Mapping

Identify systems and the dependencies

Auto detect latency across systems

Map application relationships

Relate application performance and server status

Drill-in capability allows different perspectives and views

System Health Visibility

Quantify 30 day health impact

Map out 30 day quality trend for workplace service SLA

requirements

Identify the relationship between issues impacting system

health and the service being provided

Historical information enables closed loop process to

identify and correct issues

Key System Visibility

User profile sizing

Full hardware and software inventory including software

package counts

Software usage data including when each package was

last used, and by whom

Complete system and user change history