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Mercury Announces the Mercury Resolution Center

  • 25 March, 2004 13:53

<p>New Mercury Offering is First to Optimize Application Problem Resolution</p>
<p>SYDNEY, 25 MARCH 2004 —Today, Mercury Interactive Corporation (NASDAQ: MERQ), the global leader in business technology optimization (BTO), announced the new Mercury™ Resolution Center, which enables customers to prevent, prioritize and resolve in-production application problems before they impact the business.</p>
<p>The Mercury Resolution Center is an integrated set of application problem resolution software, services and best practices, which enable IT operations and support teams to:
· Prevent application problems from impacting the business and recurring in the future;
· Prioritize application problem resolution efforts according to business impact; and
· Resolve application problems rapidly with the right resources</p>
<p>The Mercury Resolution Center reduces IT operations cost and risk by empowering front-line support to resolve application problems and eliminate the costly ‘all-hands-on-deck’ approach to resolve complex problems.</p>
<p>The Mercury Resolution Center comprises a real-time dashboard, a set of integrated Mercury application management products, and an enterprise foundation.</p>
<p>The Mercury Application Management Dashboard enables IT operations executives and support teams to prioritize resolution efforts based on business impact. The dashboard provides a real-time view of the business impact of potential or active application problems and enables the CIO to proactively communicate with line of business executives on the status of resolution initiatives.
Mercury Resolution Center products include:
· Mercury Incident Resolution - enables front-line support professionals to resolve application problems and dramatically reduce reliance on costly experts for problem resolution; allows sharing of expertise through run-books that capture and automate best-practices for resolving problems in both custom and packaged enterprise applications</p>
<p>· Mercury Problem Isolation – enables IT support organizations to isolate problems within the right application tier and assign the right application specialists to resolve the problem – provides historical data and on-demand data analysis to determine what application functionality is at risk</p>
<p>· Mercury Diagnostics – enables IT experts to eliminate problem recurrence by resolving root cause of complex application problems in common environments such as Siebel and J2EE applications</p>
<p>· Mercury Application Management Analytics – enables IT operations teams to proactively address and analyze IT problem trends and resolution metrics through advanced reports based on multiple data sources</p>
<p>The Mercury Application Management Foundation enables IT teams to leverage out-of-the-box best practices and shared data on how to resolve production problems with both custom and packaged enterprise applications. The foundation provides integration with leading help desk, service desk, monitoring and system management tools creating a single enterprise application management system.</p>
<p>“A typical Global 2000 company will have up to one thousand applications driving their core business processes, and a large percentage of these are custom applications,” said Cameron Haight, Research Director, at Gartner, Inc. “Recent surveys have shown that these custom applications create a large percentage of the support pain, followed closely by email, ERP and J2EE-based solutions. Organizations needing to improve the service quality of these applications should look for management products that can not only support the entire application lifecycle, but also minimize their total cost of ownership.”</p>
<p>“The legacy approach to application problem resolution simply does not support today’s complex application environments,” said Steve Hultquist, senior analyst at Enterprise Management Associates. “Leading IT organizations can no longer afford to send in a bus-load of their most valuable experts every time a help desk ticket gets escalated.”</p>
<p>The Mercury Resolution Center products, dashboard and foundation are currently in use with several global 2000 companies in advanced beta versions. The offering will be available to a select number of Mercury customers in advance of its general availability, which is expected later this year. Mercury plans on making this offering available to customers through Mercury Managed Services. Additional information on the Mercury Resolution Center can be found at</p>
Mercury Optimization Centers align, consolidate and centralize the software, services, and best practices used for IT governance, application delivery and application management. Each Mercury Optimization Center has an integrated set of Mercury software products that share a common enterprise foundation and deliver a business view through a real-time dashboard.</p>
“Downtime is simply not an option in the heavily competitive travel industry, said Sue Powers, chief information officer and senior vice president at Worldspan. “The Mercury Resolution Center addresses one of our most important priorities, ensuring we proactively resolve any application problem that could impact our customers’ ability to conduct business. This new Mercury offering could turn the potential for a costly problem into a competitive advantage for our business.”</p>
<p>“At Royal Caribbean Cruises Ltd, our reservation systems and website are critical to ensuring our customers can quickly and easily plan their dream vacations and adventures,” said Greg Martin, manager of integration at Royal Caribbean. “Mercury demonstrated that the new Mercury Resolution Center provides a big advantage in our ability to prevent problems and automate the resolution processes for our customer service.”</p>
Mercury Interactive (NASDAQ: MERQ), the global leader in business technology optimization (BTO), is committed to helping customers optimize the business value of information technology. Founded in 1989, Mercury conducts business worldwide and is one of the fastest growing enterprise software companies today. Mercury provides software and services to govern the priorities, people, and processes of IT; deliver and manage applications; and integrate IT strategy and execution.</p>
<p>Customers worldwide rely on Mercury offerings to improve quality and performance of applications and manage IT costs, risks and compliance. Mercury BTO offerings are complemented by technologies and services from global business partners. For more information, visit</p>
<p>For further information please contact:
Gabrielle Cichero Mercury Interactive 02 8273 1999
Shuna Boyd BoydPR 02 9418 8100</p>

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