Resolve

SysTrack Resolve is purpose-built for use by IT Service and Help Desk personnel. Resolve provides heightened visibility into physical and virtual user desktops to enable IT personnel to quickly diagnose and resolve problems, enhancing end-user experience and productivity while reducing IT involvement. Resolve empowers technicians to diagnose and resolve user service issues with powerful features such as heuristic differential analysis between the problem system and all physical and virtual user systems or any subset to identify and learn where behavior diverges from the norm.

With only the user's name, Resolve identifies the system and then performs an automated diagnostic routine to identify any problems on that system. Additionally, Resolve provides problem definitions and recommended corrective actions.

Resolve reduces the amount of time each IT person spends per call, reduces the number of call escalations, and increases the call resolution ratio. Resolve continuously monitors hundreds of performance objects on every user system in the environment, such as tracking application behavior, system performance, and changes to the user system configuration. IT personnel are alerted as specified thresholds are exceeded so that they can make the necessary adjustments to proactively correct problems.

Here are some of the key benefits of Resolve:

• Automated diagnostics
• Deep visibility and insight into physical and virtual desktops from a single console
• Proactive identification of developing problems through continuous real-time monitoring
• Built on massively scalable, distributed relational database technology for data collection, aggregation, and presentation
• Improved IT efficiency and cost savings through reduced problem time-to-resolution
• Better quality of service (QoS) delivery through enhanced user productivity and satisfaction
• Reduced Help Desk service calls

How Resolve Works

Resolve fits with SysTrack's trending analysis tools to enable one workflow for prioritization of issues and immediate remediation. You can identify larger trends in the environment through Enterprise Visualizer, which leads you to conclusive ranking of systems and triage in Site Visualizer, which then enables you to dig into granular analysis in Resolve.

Resolve shows you your overall enterprise system performance and fills in the necessary low-level details that you need in order make definitive recommendations. Put together this system-level analysis and the overall trending information, and you can clearly see the impact of potential decisions, complete the information loop, and optimize your environments. With Resolve you can continually improve end-user productivity and satisfaction by simplifying and automating the problem-solving process, while also gaining deep insight into the evolution of emerging trends.

Resolve presents a detailed analysis of each system's history of usage. You can focus on multiple views of critical system information over selectable periods of time. Here are some examples of the detailed views for individual systems:

• Generated alarms, along with an explanation of the alarms, and (in most cases) a recommendation for improvement
• Applications view provides point-in-time, per-process visibility for a system, including Process ID and all associated performance utilization metrics
• A detailed history of CPU, memory, storage, and IOPS usage
• A health score that is easily compared to trending data from Enterprise Visualizer, which maintains up to three years of history
• A system dependency map that includes a history of systems used to access the targeted system, mapped drives, application dependencies, and network latencies to and from dependent and back-end servers
• Boot times and system login processes mapped and displayed to assist in problem determination
• Interactive graphs for selected system metrics and milestones over a specified time period, with multiple graphs are overlaid so that you can easily view and compare related concerns
• A complete history of application usage, including whether applications have been added or modified
• For support personnel with proper authorization, a rollback option can reset the system's operating system to a previous level when needed

Tools in Resolve

Resolve includes many Basic and Advanced Tools, which you can access in the Resolve menu.

The following table gives brief descriptions for each of Resolve's Basic Tools. For full details about each Basic Tool, see Basic Tools.

Basic Tool	Description
Dashboard	This is a quick system overview so that you can easily determine whether there are issues that need further investigation.
Black Box	This is similar to the Dashboard Tool, with the addition of a graph that allows you to rewind to a point in time and review detailed system data, such as alarms and applications that were active at the time.
Health	This displays the system's health score (the service quality) over the last 30 days.
System Usage	This is a graphical summary of the system's utilization over the last 30 days.
Dependencies	This is a system dependency map with a history of systems used to access the targeted system, local and mapped drives, application dependencies, and network latencies to and from dependent databases and servers.
Hardware	This is an inventory of the system's hardware.
Hardware Diagram	This diagram shows the system's connected hardware, grouped by categories such as memory, disk, and networks.
Software	This is a history of software package changes, installations, and usage for the selected time period.
Faults	This identifies the software package faults that have impacted the system during the selected time period.
Web Apps	This gives you access to in-depth data from URLs, displayed as web apps so that you can use SysTrack to troubleshoot problems with web-based applications from the perspective of an end-user.
Web History	This is a list of favorite web sites and a visit history for the focused user.
Web Performance	This displays the web sites visited and the average page load time for those sites by day and time.

The following table gives brief descriptions for each of Resolve's Advanced Tools. For full details about each Advanced Tool, see Advanced Tools.

Advanced Tool	Description
Boot/Logon Time	This shows boot and logon data for the last 30 days.
Logon Process	This is system data relating to the reboot and logon process.
Event Correlation	This overlays fault events and alarms with any system changes made. It allows you to roll the system back to provided restore points.
All Inventory	This provides data for each of the system's existing inventory items.
Graphing	This includes graphs for selected system metrics and milestones over a specified time period. Multiple graphs are overlaid, allowing you to easily view and compare related concerns.
Comparative Analytics	This enables you to compare selected metrics collected from the focus system and the metrics of one or more groups of systems. You have the option to display threshold values for each selected metric.
File Information	This groups all files found on the focus system by file extension and then provides file age and file size data for each extension. It also includes options to customize how the data is displayed.
Power Schedule	This shows the power schedule and potential savings for the selected focus system.

Log Files

For technical support purposes, Log Files are available. Click the Get Log Files button (at the bottom left side of every page) to automatically collect and download the Log Files as a single encrypted file.