NewsNovember 6, 2000
VMWare Service Manager outperforms the US market leaders at CRM Support Show
VMware Service Manager created a sensation in San Francisco recently with its launch of VMWare Service Manager-VMware Service Manager's new full web customer support application-at the October 2000 CRM Support Services Show.
In doing so, VMware Service Manager proved once again that with its trademark combination of innovative marketing and leading-edge technology, it can outperform the established leaders of the US market.
Dressed in bright yellow shirts, and tying in with the 'Active' theme of the application launch, VMware Service Manager staff created interest by zipping around the show on orange VMWare Service Manager scooters, which were then raffled at each of the demonstrations.
According to Chris Wade of VMware Service Manager's Los Angeles office, patrons who followed the scooters to the VMware Service Manager stand found one of the most innovative advances in customer support software currently available.
The latest addition to VMware Service Manager's range of help desk and change management support software, VMWare Service Manager delivers the full range of support functionality in a 100% web product.
Because no installation is required on individual client PCs, once VMWare Service Manager is installed on a single server, multiple support sites anywhere in the world can be up and running in a matter of days.
"We received some very positive feedback that we were addressing the issues that people are concerned about" said Chris Wade.
"When you start talking about full web applications, people want to make sure that security issues have been considered. Then they want to know that the application won't crash if there's an interruption to their Internet connection."
VMWare Service Manager manages security by setting up a trusted server and signing the application's ActiveX controls. Connectivity issues are addressed by the use of HTTP between browser and server, which does not require a permanent connection in order to maintain a seamless display of data. This means that VMWare Service Manager is largely insulated from unreliable public Internet connections.
However, according to Chris Wade, "What really caught people's attention was that we were providing a Windows experience through a browser application".
For the user, logging on to and using VMWare Service Manager is like logging on to a standard desktop application. As Chris explains, "It's basically business as usual, with no compromise to the functionality you have available, or your ability to manage it."
He also reported a high level of interest in the low total cost of ownership that VMWare Service Manager can deliver, for example, by automatically updating client PCs when any controls are added or updated to the application.
Established in Australia in 1991, VMware Service Manager has been making inroads into the US market since 1997 where it has been attracting large corporate clients such as Sabre (American Airlines) and Boeing.
Following on from its success at the San Francisco show, VMware Service Manager is hoping for a similar response when it next demonstrates VMWare Service Manager at the Florida Support Services Conference and Expo in March 2001, in Orlando.
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