Managing e-mail

By Denise Dubie, NetworkWorld.com, 12/08/05

A recent survey by Exchange management software maker Zenprise revealed that companies with more than 5,000 employees are spending more than $1 million annually to troubleshoot e-mail problems.

Zenprise makes software that automates parts of the process to manage Exchange e-mail systems. Zenprise competes with the likes of EMC, which also recently introduced an Exchange management product. According to the survey conducted by Osterman Research and sponsored by Zenprise, the average "cost of e-mail downtime is over $500,000 annually in lost productivity alone." The study also found it took an average of 2 hours and 47 minutes to solve an e-mail problem -- 75 minutes of which is spent troubleshooting the cause of the e-mail problem and 47% say the process often includes four or more departments. Zenprise software is designed to reduce troubleshooting time and even propose known fixes through the use of automation technology. Zenprise 1.0 identifies the Exchange infrastructure components, collects critical parameters and monitors them to determine if performance is meeting expectations. The software uses information on Exchange gathered from Microsoft and matches the symptoms it spots in performance against known problems.

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