This past summer, I took a vacation with my daughter as my wife had to handle some family business back home. This gave me a chance for my daughter and I to hang out for a while and visit a few people to catch up with them. We finished up the trip by visiting my buddy Jason and his family. We go way back - we met in our first year of college, worked at the school together, worked at our first job after college together and he ended up being the best man in my wedding. When we get together, we pick up wherever we left off - that's what makes it an easy friendship.
Invariably, we end up talking about our jobs and what we're currently doing whether we want to or not. He is in an IT group that provides virtualized services for a large communications company. In the distant past, we both worked at the help desk at the college we went to. Of course, back then, there was no software that kept track of tickets to speak of. There might have been a Lotus 1-2-3 spreadsheet that we worked off of, but mainly I think we kept a list of current tasks on paper. I didn't go out on calls that often, as I was mainly responsible for writing software that the faculty and staff used to access systems that they needed for work.
Since then, Jason hasn't worked at a true help desk, but since he is in the industry, he has heard of Track-It!. When I started at Numara and mentioned the product name to him, he knew it immediately even though he wasn't very familiar with the product. So it was interesting late one night when he paused for a moment and asked, "So... what is Track-It!?"
Wow. Not being in sales, I'm not used to answering that type of question. I'm typically in discussions with people who are familiar with Track-It!, though they may not be intimately familiar with certain aspects of the product family. It was a great exercise for me - I needed to drill down to the essence of what Track-It! is and find the key points that would satisfy his question. Of course, he knew what Track-It! was on some level - his question was a way of eliciting some detail as to how it fits within the industry and how it is different than other software in this market. I answered him by talking about a few key points.
First of all, Track-It! is a product family. Starting with version 10, released earlier this year, the focus on Track-It! has shifted to more of a family-oriented approach for organizations. The Track-It! software with modules such as Help Desk, Inventory, Solutions and Change is the core product in the family along with other add-ons such as Remote, Barcode, PC Migrate and others. You can talk to our Sales organization and discuss your IT management problems with them with confidence that they will be able to recommend a solution that will work for you. You can also rest assured that the Track-It! family will continue to grow and evolve to continue to meet the needs of you and your organization.
Track-It! allows small-to-medium sized businesses to quickly get their Help Desk and IT Assets in order. We are very focused on this market in everything that we do with the Track-It! family. Typically, businesses in this market need a product that just works out of the box, not one that requires a lot of setup and configuration time. Track-It! is extremely configurable and is successfully and happily deployed in some very large customer sites, but typically Track-It! is sold to small to medium-sized customers who need something that has very little initial cost in setting up the software for their organization. With Track-It!, you download and install the software, go through the simple four-step setup wizard and... that's it. Afterward, of course, you need to put some thought into certain things such as ways of classifying your Work Orders or what you want your priorities to be for your Work Orders but there's really not much more that you need to do to begin using Track-It! within a half hour of downloading the software. As you begin to get familiar with using Track-It! you can define Change Management policies, Event policies and other aspects of Track-It! that will make your life so much easier. However, the beauty of using Track-It! is that you can do that on your time while you're already using the product - you won't be slowed down a bit while you decide how to use some of the more advanced features in the software.
Track-It! has other modules that help you manage all facets of your organization. Everything from Purchasing to Software License Management to Training to Library modules exist to help you and your customers simply get your work done rather than struggle with IT processes or different pieces of software that don't work together that you may currently use to handle these aspects of your organization. Our new Track-It! Web interface was developed after we listened to our customers as they wanted a browser-based way of working with their Help Desk tickets and managing their Assets. Our newly-designed Self Service module has gotten rave reviews from customers who love the look and feel as well as the new functionality that it provides. And stay tuned - we're continually improving all aspects of Track-It! as we strive to provide an absolutely best-in-class solution to our customers. You can go to the BMC Track-It! Community to find out more about what our customers will soon be raving about in Track-It!
Finally, Track-It! is reliable, stable and is very customer focused. Our customers say it best when I talk to them - Track-It! just works. They can take advantage of the performance improvements and stability that Track-It! has become known for over the last few years. Our focus is always on our customers - we solicit feedback from them constantly and use that information to help drive where we go next. Features such as Track-It! Change, our revamped Web and Self Service interfaces and recent Solutions module improvements are a direct result of us listening to what our customers were demanding and responding to it. If you couple that with the fact that we've always got our eye on the industry and what potential customers are looking for in an IT Operations Management (ITOM) or IT Service Management (ITSM) solution, then you'll see that for us, it's all about the customer.
There are times during a release cycle when things can get hectic - especially when you're trying to get those last couple of issues resolved so that the new release is as solid and stable as you can make it. It's helpful sometimes to step back and think about the bigger picture - Jason's question was a hard one in some respects, but it's always nice to be able to step back and think about the bigger picture. I have to say that I was glad, however, that the next hardest question he asked that night was about where we were going for lunch the next day.
Actually, now that I think about it - I think it took longer to answer that one...