Eastern Mountain Sports

The TriActive Advantage

TriActive automates mundane tasks like hardware inventory, software inventory, and patch management using a microagent which is installed on every PC/server. At EMS, it took a little time to enter fixed assets (routers, switches, printers) and vendor information (contacts, contracts, etc.). The resulting synthesis is one-stop shopping! Anything you ever wanted to know about any piece of hardware or any software application used at EMS is immediately available via TriActive.

EMS's IT department is responsible for 24x7 monitoring of servers and help desk support. Now we can easily access the information stored in TriActive using a Web browser on any PC inside the company or any remote PC connected to the Internet. What is "happiness" for an EMS tech getting a late night or weekend support call? Having instant access to any problem's call history, detailed hardware/software information for every EMS client PC/server, and [most of all] remote control capability. TriActive reduces the time it takes to respond to support calls by providing information that a tech would otherwise have to gather.

With over 80 retail stores scattered throughout the Northeast, EMS needed an easy-to-use and standard method to handle requests for support. TriActive doesn't let any request fall between the cracks, nor is anything lost in the translation. The individual experiencing a problem creates a problem ticket and provides in his/her own words a description of the problem. TriActive allows the IT techs to review each problem ticket: classify the ticket by category, assign it a priority, dispatch it to an individual/group, and (if required) ask the ticket creator for any additional information. The process is similar to the medical practice of triage and has the same benefit of focusing on critical problems while not losing track of tickets with a lesser priority.