Network Associates Announces Integration of Legacy System Data Into Service Desk Software.

New 'Service Management Integration' Platform Links Databases and Web Services

          to Magic Service Desk with Zero Programming Requirements Provides Centralized Access to Mission-Critical Data to Optimize Customer                 Service and Support Across the Enterprise 

SANTA CLARA, Calif., Aug. 12 /PRNewswire-FirstCall/ -- Network Associates , the leader in network availability, security and performance management solutions, today announced the release of Service Management Integration (SMI), a new solution that integrates legacy databases and Web services with Magic Service Desk, the industry's first browser-based service desk solution. With the release of Service Management Integration, Magic Service Desk customers will benefit from the integration of external data from Oracle, Microsoft SQL databases, and Web service enabled applications and components directly into the Magic Service Desk software environment -- with zero programming requirements. SMI provides Magic Service Desk users with a single access point to multiple systems and disparate data sources present in today's enterprises.

Service Management Integration will enable organizations to associate critical information from their back-end operations with help desk tickets, problem management issues, and change management processes within Magic Service Desk. Magic Service Desk, combined with the SMI solution, serves as a clearinghouse for data, seamlessly integrating critical information from disparate databases and Web services. SMI provides Magic Service Desk users with a single browser-based access point to multiple systems. In a call center or help desk environment, for example, agents will be able to view customer data stored on external databases in real time, thereby reducing call time and improving customer service.

"As a solutions provider focused solely on infrastructure management, the majority of our customers grapple with methods of integrating various legacy databases and help desk applications. We see a tremendous market opportunity with an offering like Magic's Service Management Integration offering," said Dick Stark, senior vice president of Evergreen Systems. "The SMI solution is a first of its kind solution that will greatly simplify the integration process for our customers, lowering the costs of initial integration and total product ownership."

This new solution is available immediately and is offered exclusively through Network Associates' qualified North American channel partners. Partners seeking qualification are required to become certified. The certification process includes attending a BEA training course, as well as a Service Management Integration training session.

"Magic Service Management Integration makes the service desk an even more integral part of today's enterprise," said Gary Brand, director of alliances for Network Associates' Magic Solutions product line. "SMI enables service desk agents to not only access existing legacy data and Web services enabled applications, but also leverage that information to improve customer interaction and create organizational efficiencies -- without leaving the Magic Service Desk environment. The expertise of our channel partners will help enterprise customers quickly realize the benefits of integrating legacy data into their existing help desk, asset management and change management operations."

Magic Solutions, a division of Network Associates, is the leading provider of browser-based service management solutions. The Magic Solutions division provides integrated, process-oriented e-business support solutions for organizations across the enterprise to deliver the highest levels of service and great efficiency. Magic Solutions products are based on a zero-footprint client deployment, which delivers the highest levels of service with the most cost efficient business model. The Magic Solutions suite of products includes Magic Service Desk; Magic Change and Configuration Management (MCCM), Magic Service Management Integration Engine (SMI), Magic Client Services (MCS); Magic Self Service Desk (SSD, Magic Business Administration (MBA); Magic Management Center (MMC); Zero Administration Client (ZAC); Remote Desktop 32 (RD32); and Event Orchestrator, Magic Call Computer Telephony Integration (CTI), Magic Systems Management Server (SMS) Viewer. For more information about Magic Solutions, please visit http://www.magicsolutions.com/.

With headquarters in Santa Clara, Calif., Network Associates, Inc. is a leading supplier of network security and availability solutions. Network Associates is comprised of three product groups: McAfee Security, delivering world-class anti-virus and security products; Sniffer Technologies, a leader in network availability and system security; and Magic Solutions, a leader in innovative service management solutions. For more information, Network Associates can be reached at 972-308-9960 or on the Internet at http://www.networkassociates.com/ .

NOTE: Network Associates, Sniffer, McAfee and Magic Solutions are registered trademarks of Network Associates, Inc. and/or its affiliates in the United States and/or other countries. All other registered and unregistered trademarks in this document are the sole property of their respective owners.

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CONTACT: Lisa Campbell of Network Associates, +1-972-855-2794, or lisa_campbell@nai.com; or Kelly Delaney of Porter Novelli, +1-415-975-2229, or kelly.delaney@pnicg.com, for Network Associates, Inc.

Web site: http://www.magicsolutions.com/

Web site: http://www.networkassociates.com/