Remedy's latest help desk product a step in the right direction

Remedy's recent introduction of ARWeb 3.0, the latest version of its Web-based software that includes a preconfigured internal Web site for IT departments, is an intriguing advancement in the state of help desk automation.

The main feature of the 3.0 release is Help Desk Central. This Web site software, which can be installed relatively quickly, leads end users to Web-based Remedy applications that allow them to report and get solutions to IT problems.

I see two primary benefits of ARWeb. First, the use of the Web as an intermediary between problem reporters and resolvers lets support staff investigate symptoms much more quickly. Many help desks staff their front-line with less experienced employees who may not always provide accurate problem assessments to backup support. This results in frustrated support staff and end users, and increased problem resolution time. Direct Web access for problem reporting has the potential to eliminate the middleman, reduce information skew and lead to quicker problem resolution.

Second, given Remedy's position and reputation for help desk products, the vendor and its users have accumulated a substantial amount of experience in resolving common system and network problems. This know-how should be considered a benefit of ARWeb 3.0.

Remedy and its users would be well served if the vendor would make the custom applications, problem resolution information and automated problem resolution scripts easily available for integration into Help Desk Central. The net result would be a clear win-win for both parties.