Goal: Increase end user/customer and executive level satisfaction with our service management function

Situation: The City was unable to plan and budget its IT needs accurately and effectively because they had inadequate and inaccurate history of what had taken place and new systems were too technical for them to administer

Needs: The City wanted to implement a system that would allow for such historical tracking of IT Incidents; but that needed minimal technical administration time and effort to manage.

End result: The result was that they now have a full and complete history of IT Incidents with almost technical administration required; they even use IssueTrak Asset Management to reduce the technical administration of their desktop software applications that are used across the city.

Goal: Reduce / Control organizational costs and risk:

Situation: JCI had little information that tracked its IT assets or IT support incidents. With this lack of information, they were unable to complete the necessary reports to meet Sarbanes-Oxley (SOX) compliance mandates for their company.

Needs: They wanted to implement a system that would track assets and Incidents; and allow them to create current and accurate documentation on which Incidents had been resolved to generate the necessary SOX reporting packages.

End Result: After implementing IssueTrak, they were able to track assets and Incidents, including various metrics on support results. During SOX audits, the IT organization was able to provide any and all requested compliance reports within a matter of minutes; and they were better able to manage their software licensing agreements thus avoiding unnecessary software purchases.

Goal: Improve my end users’ productivity

Situation: They were using an internally developed help desk system to manage their customers' Incidents. The system was not able to support the level of response needed by Apex customers. Both phone and email Incidents were getting lost by the help desk system. Support levels were low; and customers were complaining.

Needs: They wanted for their customers to be empowered to solve some of their own Incidents quickly and easily. They wanted to implement a new system that would allow customers to access an easy-to-use web-based help desk site themselves.

End Result: The results are that their customers now "self-resolve" a number of their own Incidents by directly accessing the IssueTrak portal and Knowledge Base from that customer location anywhere in the world.