Insight Venture Partners, the private equity firm, has acquired Resolve Systems, which develops incident response and automation solutions for IT departments, security, network, and service desk operations teams.
Resolve Systems, based in Irvine, Calif., has customers and/or operations in the U.S., Canada, Europe, the Middle East, and Asia. Resolve has a close partnership with Splunk, which many companies leverage for business and security insights. The private equity backing will enable Resolve Systems to further accelerate R&D while expanding its global sales, support and delivery infrastructure, the companies said.
So what makes Resolve Systems unique? The company's reply:
"What makes us different is our ability to enable the automation of select steps in any engineer-driven resolution procedure, as well as embed specific content into any procedure on a step-by-step basis. The Resolve Software also includes real-time incident resolution collaboration, the ability to capture a record of every resolution, and a complete workflow for continuous procedure improvement."
The company's overall goal is to shift the incident resolution process down to level 1 agents without the need for escalations. The net outcome: Resolve customers, on average, see a reduction in operational expense by 15 percent to 30 percent, the company claims.