Pinpointing The Source Of Internet/ Intranet Problems

computer

The DesktopPerspective Server Edition includes Web server functionality so that multiple help-desk centers in remote locations can troubleshoot connectivity issues. Support technicians can diagnose connectivity problems without imposing on the customer because there's no remote agent software that must be predeployed on the user's computer. The beauty of this method is that DesktopPerspective's built-in HTTP server delivers a small, digitally signed agent to the customer's location via the browser. This way, technicians don't have to spend extra time explaining things to nontechnical computer users.

Installing the DesktopPerspective client is easy. Simply download the program from the Visualware Web site, www.visualware.com, and install it. The program can be run in two modes: simple and advanced. The simple mode offers an overview of a trace route displayed on a world map and basic route analysis information. The advanced mode provides an entire routing table with detailed information and analysis of each hop along with a graphical representation of those hops on the world-map display.

To see how DesktopPerspective works, let's assume that a technician in London is trying to figure out why a customer in Washington is having trouble connecting to a Web site. The technician first sends the remote user a link to download the remote trace agent. Customers connected to the DesktopPerspective client will then be listed as traceable hosts, and the technician can then conduct a trace by entering a host or URL to monitor.

DesktopPerspective illustrates the actual path of the customer's Internet or intranet connection on a world map, showing where service levels are degrading. It can reveal why a customer can't connect to a network service and indicates potential performance problems for every part of the route. The analysis determines if the connectivity problem exists between the end user and their ISP, along the Internet route or at the destination host.

Trace reports can be saved for future analysis, which can be helpful should performance degrade all of a sudden for no apparent reason. DesktopPerspective measures latency and packet loss to the application service directly from the customer's desktop. It delivers the information directly to the support desk with no assistance from the customer.

An advanced Scan Network feature can determine if the network being used by a particular host is down or if the host itself is down. The network scan provides such a thorough analysis that some Web sites might think they are being attacked. The network scan first determines which network a host resides on, and then pings all possible IP addresses for that network looking for any active host. The scan stops as soon as it gets a response from any address within the network.

DesktopPerspective is available as a stand-alone product or as part of Visualware's Desktop Management Suite. In addition to DesktopPerspective, the suite includes DesktopAnalyzer, DesktopResponse and DesktopProfile. DesktopAnalyzer validates a customer's desktop configuration, as well as their security and connectivity settings. DesktopResponse monitors customer-service levels by measuring the time it takes for a Web page to be received, and DesktopProfile measures and reports on services from an application server to a customer location, even when the customer is not using the service. This generates a log of service levels over time. Together, the four products comprise an end-to-end network performance management solution.

CHANNEL PROGRAM SNAPSHOTS
>VISUALWARE DESKTOPPERERSPECTIVE
PRICE: $1.495
MARGIN: 30 percent
WARRANTY: None
SOLUTION PROVIDER DEDICATED WEB SITE: No
AUTHORIZATION: Sales contract required
CO-OP FUNDS: Yes
DISTRIBUTORS: Direct from vendor
TECH RATING:

CHANNEL RATING:

CHANNEL OVERVIEW: Visualware, Turlock, Calif., offers solution providers technical and sales support,including assistance in implementing solutions for customers,and a help desk. Another big help for solution providers: Visualware offers online demos, which provide quick snapshots of how products work, and 15-day trial periods. Although the vendor sells some of its lower-end products to retailers and direct to end users, high-end products such as DesktopPerspective and DesktopAnalyzer are sold strictly through the channel. The company does not offer a reseller council.

Note: Vendors can earn up to five stars for technical merit and five for their channel program. If the average of these two scores is four stars or greater, the product earns CRN Test Center Recommended status.