• Numara Software is making significant inroads into the education sector with its market leading Help Desk solution, Numara Track-It!
• Numara Track-It! delivers a truly cost effective solution to education establishments such as Portland College and Wolverley Secondary School
Reading, UK, 19th January 2009: Numara Software, Inc., a leader in service desk management solutions, announced today that a leading national education establishment, Portland College, a residential college for a wide range of people with physical disabilities, and Wolverley Church of England Secondary School based in the West Midlands are maximising efficiencies and getting ahead because they have installed Numara Track-It!
Improving processes is a key driver for the education sector, but this type of improvement often comes at a price. Closed, proprietary solutions require expensive consultancy support and schools, colleges, universities and other educational establishments don’t have the resources to be held to ransom for unnecessary IT costs.
When Portland College’s customer support team wanted to achieve better operational efficiency within its Help Desk environment, it turned to Numara Track-It! to achieve this. By using Numara Track-It! the college has been able to introduce new functionality to users, such as self service and remote access, effectively putting control in the hands of teachers and students alike to resolve more straight-forward issues, and freeing up time for the support staff to focus on more serious problems.
With an IT team comprising of just two technicians, looking after 500 PCs and laptops and supporting 650 users is no mean feat. Portland College therefore needed to find a way to allow users more control over their requests so that the limited support team could focus on resolving the more difficult issues. According to Tony Beastall, IT Manager for Portland College:
“I don’t know how we would have coped without Numara Track-It!. With a 48 acre site and limited resources, we could spend endless amounts of time walking from one problem to the next. With the remote access capability, we simply log on and solve user issues from the support desk without leaving the department. At the same time our remote users can access the system from home. Requests are linked to Microsoft Outlook, so that when people log a support call, we can go straight back to them via email. These sorts of time savings are fundamental to our ability to deliver a first class service.”
After installing Numara Track-It! the college expanded its use of this flexible Help Desk system in order to gain self-service functionality, remote access and control as well as an overall picture of Help Desk incidents through the comprehensive management reports provided by Numara Track-It!. With 200 self service users and 300 users having remote access, providing accessibility and visibility was a key requirement.
Wolverley Church of England (C of E) Secondary School, near Kidderminster in the West Midlands, also decided it needed something more effective than piles of Post-It Notes to track and handle support. The school needed a solution to help its hard-pressed IT department more effectively log, allocate and resolve Helpdesk requests and IT tasks.
Wolverley School relies heavily on the effectiveness of its IT systems to deliver the best support possible and serve the varied needs of around 1100 users, comprising 950 students and 150 staff.
Its IT environment includes 8 enterprise servers running Windows Server 2003, together with 400 Windows XP-based PCs and 100 laptops, serviced by an IT Department of two staff headed by Tim Burgess.
“What I needed was something to give me assurance in managing all our tasks. We’ve been using Numara Track-It! for a number of years now, and as a result, with fewer calls outstanding, and better use of our resources through Web-based reporting and automatic work order creation, we feel we are now in full control of the Helpdesk,” comments Burgess.
As a result of its adoption of Numara Track-It! Wolverley is now able to track more requests and complete them in a more timely and accurate fashion, with 50 per cent fewer support calls outstanding than before.
“Our systems are now much less complex than they were, now that we are using Numara Track-It!, and we certainly know the improvements have been dramatic and we’re definitely making savings every day.” concludes Burgess.
Wolverley and Portland are no different from any other educational establishment and what Numara Software has found is that these organisations need an easy to use, cost effective asset tracking system, a single centralised Help Desk solution with the ability to connect to external sources and pull all the information needed into a single application. And of utmost importance is a self-service Web portal for end users because the number of supported end users including staff and students can literally run into thousands. All of this is available in Numara Track-It!
For more information on Numara Track-It!, please visit www.numarasoftware.co.uk.
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About Numara Software, Inc.
Serving over 48,000 customer sites worldwide, Numara Software is a global leader in providing practical software solutions for service management to IT professionals. From a single technician running a help desk to 1000 technicians managing a complex service desk, IT organizations of all sizes trust our award-winning solutions, featuring Numara Track-It! and Numara FootPrints, to track requests, automate workflows and support internal and external customers.
Unlike other complex, difficult-to-implement, and costly products, we offer robust, affordable and easy-to-use solutions that can be quickly deployed without disruption to your business. Our flexible solutions can be implemented right out of the box or configured to match your unique IT environment and business processes. They can also be leveraged to support non-IT operations, such as human resources and facilities, allowing you to optimize your investments in licensing, maintenance, training, and support.
We’re passionate about helping people successfully manage their IT environments. To register for a one-on-one guided walkthrough, attend a webinar or download a trial, please contact the UK sales team on: 0800 195 2373 or visit: www.numarasoftware.co.uk.
For further information:
C8 Consulting Ltd for Numara Software
+44 (0) 118 9001132
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