Remedy & 3Com Form Strategic Alliance
May 7, 1998 — Remedy Corporation the market leader for internal help desk software and Palm Computing, a 3Com company, today announced a strategic alliance to co-develop mobile help desk solutions based on the industry-leading Palm Computing platform. This development will give technicians remote access to help desk information using Palm Computing platform products such as the 3Com Palm III and PalmPilot connected organisers. In addition, Remedy and 3Com will work together to develop mobile components to Remedy's entire suite of client/server applications for business process automation.
This relationship builds on 3Com's strategy to bring a broad range of mobile computing solutions for the enterprise and vertical markets to the Palm Computing platform. This alliance brings together two world leaders in their categories to address the increasing demand for a mobile component to enterprise service environments including help desk, asset management, change management and service level agreements.
Many of today's service technicians cover a wide physical area based from a single location. Frequent trips to and from these workstations to various locations in a building or on a campus greatly reduce productivity and increase the overall cost of corporate IT management. In addition, trouble tickets dispatched in paper form can often be inaccurate, incomplete, or lost.
A key component to 3Com and Remedy's strategy is to enable technicians to receive and update trouble tickets remotely using Palm Computing platform devices, including those from Palm Computing OEM partners such as IBM, Franklin Covey and Symbol Technologies. The technician will be able to review and modify the trouble ticket data directly on the device. The changes can then be remotely uploaded back to the central data repository. This solution will allow companies to deploy more capable and fully distributed help desk teams, and will help keep remote technicians in sync with their help desk.
"Our relationship with Remedy is a natural progression for 3Com as it extends the Palm Computing platform into another important enterprise market," said Mark Bercow, Vice President of Strategic Alliances and Platform Development for Palm Computing. "This co-development effort marks the first of many joint projects with Remedy to continue to broaden the functionality of the Palm Computing platform within the enterprise."
"We are seeing a strong demand for a mobile component in enterprise help desk environments. Using proven technology from Palm Computing, we can deliver a solution that allows our customers to mobilise their help desk staff efficiently and cost-effectively." said Dave Mahler, Vice President of Business Development for Remedy Corporation. "By bringing together our expertise in comprehensive help desk solutions and the fast data access, ease of use and portability provided by the Palm Computing platform, we can drive a transition to truly mobile help desk environments."
About Remedy Founded in 1990, Remedy develops and markets the world's leading solutions for the internal help desk and consolidated operations management (COM) market. As the leader for help desk solutions, Remedy continually delivers products that set the industry standard. At the end of March, Remedy had over 5,600 customer sites, with more than 3,000 customers in 62 countries. Remedy operates from headquarters in Mountain View, CA., with offices in Pleasanton, CA; New Jersey, Virgina, Maryland, London, Frankfurt, Paris, Tokyo, and Singapore.
About 3Com 3Com Corporation enables individuals and organisations worldwide to communicate and share information and resources at anytime from anywhere. As one of the world's preeminent suppliers of data, voice and video communications technology, 3Com has delivered networking solutions to more than 100 million customers worldwide. The company provides large enterprises, small and medium enterprises, carriers and network service providers, and consumers comprehensive, innovative information access products and system solutions for building intelligent, reliable and high performance local and wide area networks. For further information, visit 3Com's World Wide Web site at http://www.3com.com or the press site at http://www.3com.com/pressbox.
3Com and the 3Com logo are registered trademarks, and Palm III, PalmPilot, HotSync and Palm OS are trademarks of 3Com Corporation or its subsidiaries. All other brands and product names may be trademarks or registered trademarks of their respective holders.
Remedy, Remedy Corporation, the Action Request System, AR System, ARWeb, Flashboards, and Remedy-Powered are all registered trademarks or other trademarks of Remedy Corporation, Mountain View.
CONTACT:
Elizabeth Cardinale, Palm Computing, a 3Com Company
Tel: +1 650 237 6000
e-mail: [email protected]
Sixth Sense Limited
Tel: +44 (0)1635 552694
Fax: +44 (0)1635 551621