Tioga Systems Inc. next week will roll out the second version of its Healing System help desk software, which helps internal service departments more efficiently solve problems on the desktop.
The software stores a profile of a user's desktop and can fix potential problems before they manifest themselves. The software can also help users diagnose and repair their own machines, or let help desk professionals fix problems remotely over the network.
While the first version dealt primarily with desktop applications, the new version addresses problems with the operating system, such as corrupted or conflicting drivers or extensions. Healing System 2.0 also lets the help desk solve problems simultaneously on numerous machines. For instance, if one user calls in with a problem, the service representative can check other machines on the network for the same problem and fix all affected machines at once. "Rather than treating support as a one-to-one action, I can diagnose and repair multiple machines over the Internet," says Mark Pincus, president and CEO of Tioga.
The Tioga Healing System is sold on a subscription model that typically starts at $10,000 per month.