Today's IT organizations are constantly straining against a flood of improperly configured options, missing drivers, incorrect file versions, unwanted applications, corrupted registry keys, missing updates, resource shortages, and other surprises that arise every day.

AUTOMATED INCIDENT MANAGEMENT AND PROBLEM MANAGEMENT

Resolution Manager is a uniquely powerful solution that automatically detects and repairs both known and unknown issues that can become problems which cause disruptions in your computing environment. Now you can gain control of Incident Management and Problem Management. Based on the Triumfant IT Intelligence™ platform, Resolution Manager actually thinks through a problem for you and offers the solution.

AUTOMATED DESKTOP MONITORING

Through automated desktop monitoring, dramatically reduce service desk calls and reported incidents by proactively identifying and resolving known errors before users even know they exist and before business disruptions occur. Free up valuable resources to focus on strategic initiatives rather than reactive problem solving.

REALIZE VALUE WHERE OTHER SOLUTIONS FALL SHORT: AUTOMATED REMEDIATION

• Traditional service desk solution

  streamline workflow and administration for IT support, but they still depend on users and IT support staff to identify problems and execute the resolution process. Resolution Manager reduces costs by automating the analysis and decision making functions that are being performed today by humans.

• Proactive or self-healing solutions

  automate remediation for a limited set of known issues, but they still require human-intensive "heavy-lifting" to identify and address the root causes of both known and unknown incidents and problems.

• Re-imaging or "selective roll-back" solutions

  can return computing assets to a previously known state, but they also cause data loss, significant user inconvenience and dramatically reduced productivity. This discourages users from reporting problems, resulting in an unstable IT environment.

The Triumfant IT Intelligence™ Platform Delivers Breakthrough Benefits

1. An efficient method for gathering massive amounts of computer state information and storing that information in a relational database allows Resolution Manager to be data driven rather than symptom driven, a prerequisite for accurate diagnosis.
2. A highly sophisticated analytic engine allows Resolution Manager to diagnose both known errors and unknown problems with unprecedented accuracy. This analytic engine generates its own rule base automatically by learning from the IT environment.
3. A machine-oriented knowledge base (recognition filters) ensures that each new problem type is analyzed once, and only once.
4. The ability to synthesize a custom remediation response for a problem or known error on-the-fly in order to construct a response that changes only the files and registry keys that are in error.
5. The ability to transplant files and registry keys from healthy computers in order to fix damaged computers.
6. The ability to back out any change that was made during the execution of a remediation response.

These six capabilities are unique to Resolution Manager and taken together reduce service desk costs, reduce end user downtime, and improve quality of service with no additional administrative burden. Resolution Manager does not require backups, does not require administration of numerous images, does not require tight configuration control, and does not require reboots.

Take control of your IT environment today and start saving on IT support costs and user downtime.

Download our ITIL whitepaper.

Call your Triumfant sales executive today to learn more: 800-267-2190

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Benefits

• Reassert control over your IT environment

  without lockdown by automatically removing undesired applications, repairing corrupted registry keys, enforcing IT policy compliance, and verifying application and operating system integrity. Through sophisticated remediation capabilities, launch a response automatically or on demand, either with or without end-user notification.

• Reduce time to resolution for unknown problems

  by eliminating the "needle in a haystack" searches associated with traditional IT support processes. With advanced analytics technology, Resolution Manager sifts through hundreds of thousands of attributes and automatically identifies and classifies anomalies and aids in analysis by providing a detailed change history for every computer. Support analysts can quickly answer the question, "What has changed?"

• Quickly adapt to changes in your IT environment

  with no administrative overhead. The rule base used by Resolution Manager to detect harmful conditions is automatically synthesized and periodically refreshed. It also allows Resolution Manager to develop a rule base that is customer specific, including unique business applications.

• Maximize and demonstrate real IT support savings

  with Resolution Manager's powerful metrics. By freeing your IT support team from the burden of reactive problem solving you can achieve:
  • One-third savings in IT support costs due to reduction in service desk calls
  • One-third reduction in user downtime due to an improved ability to stop IT issues before they cause user problems
    
    

• Deliver predictive, consistent service levels

  and improve customer satisfaction by eliminating the fluctuations in service associated with reactive "firefighting" and varying levels of personnel expertise.

• Extend your investment in leading service desk solutions

  and ITIL process implementations. Resolution Manager seamlessly integrates with leading service desk systems.

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Features

• An extensive knowledge base of known errors

  - This knowledge base is optimized for use by an analytic engine that automatically matches known errors to anomalies as they are discovered. Customers can add to this knowledge base by providing a filter creation environment within the product that is both powerful and easy to use. Resolution Manager also provides automatic updating of recognition filters to accommodate frequent releases of filters by Triumfant as new problem types are discovered.

• Change history and forensics

  - Resolution Manager keeps a detailed record of the changes that have occurred in a machine over time. This allows support analysts to finally answer the question, 'What has changed?'

• Performance monitoring

  - Resolution Manager tracks detailed performance metrics, including the full list of Windows Management Instrumentation (WMI) performance counters, across hours, days, weeks or months. This enables you to identify trends and understand the impact issues may have across the IT environment.

• A detailed view of the computing environment

  - Collecting more than 200,000 attributes per monitored machine, Resolution Manager provides the most complete and extensive Configuration Management Database (CMDB) at the desktop and server levels, enabling an unprecedented granular view into the computing environment.

• Policy templates

  - Policy templates allow administrators to define and enforce policies for virtually any attribute in a population of managed machines.

• Dashboard with real-time business impact metrics

  - An executive dashboard provides graphical summaries of problems by type, group and frequency, and it presents up-to-date metrics on savings.

• Intuitive Web-based user interface

  - Resolution Manager provides an attractive Web-based user interface featuring efficient navigation, intuitive controls and in-context information.

• User profiles

  - User profiles allow the viewing scope and functionality available to each user to be controlled by the system administrator. This is particularly valuable in situations where multiple organizations share the same Resolution Manager infrastructure but want independent management views.

• Rich, detailed reporting

  - Resolution Manager provides an extensive repertoire of reports covering change management, compliance, configuration management, incident/problem management and performance. Users are able to define, execute, view and distribute reports relevant to the computers within their viewing scope.

• Integration with other ITIL-based service desk offerings

  - Resolution Manager interfaces with leading service desk solutions. Tickets are opened and closed automatically with easy access to details within the service desk environment.

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How it Works

Resolution Manager leverages the Triumfant IT Intelligence™ Platform to enable a process known as Automated Resolution Management. Through this process, Resolution Manager addresses five key steps across the full life cycle of IT support, including:

Data Collection

- Accurate diagnosis depends on extensive data collection. Resolution Manager unobtrusively collects an average of 200,000 attributes from every computer every day.

Anomaly Based Detection

- Every IT environment is different and every IT environment changes constantly. Resolution Manager automatically learns what is normal in a particular environment at a particular point in time and uses that knowledge to discover anomalies.

Vulnerability Management and Diagnosis

- Resolution Manager uses a machine-optimized knowledge base to automatically match anomalies to known errors with extreme accuracy. This knowledge base is frequently updated by Triumfant and can easily be augmented by the customer. In the case of an unknown problem, Resolution Manager correlates the anomalies and performs its own threat analysis and Web research.

Automated Remediation

- Because Resolution Manager knows exactly what attributes are in error, it is able to synthesize a corresponding remediation response automatically. This capability means that Resolution Manager does not need a new remediation script each time a new problem type is discovered.

Verification

- Since Resolution Manager initially detected and diagnosed the problem, it is able to automatically verify that the problem has been eliminated.

Problems Addressed by Resolution Manager

Resolution Manager provides a powerful ability to automatically detect and resolve both known and previously unknown issues, including: