Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

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1 The World s Most Widely Installed Help Desk and Asset Management Solution

2 Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save time managing assets Effectively manage service level commitments Take control and improve first-time call resolution Optimize help desk efficiency Reduce technician downtime Proactively solve problems Drive measurable results Demonstrate return on investment 50,000 Customers Can t be Wrong! Why have over 50,000 customer sites worldwide chosen to implement Numara Track-It! as their trusted help desk and asset management solution? Because since 1991, we have listened carefully to our customers and delivered a powerful solution that meets their IT Help Desk and Asset Management needs right out of the box. No other solution is as easy to configure and implement to adapt to the way you work, or provides as many customizable views to track performance. Building on the award-winning legacy of previous releases, Numara Track-It! 8.5 delivers best-in-class features and functionality at a very low cost of ownership. Numara Track-It! 8.5 is Easy to Configure and Implement Familiar user interface integrates with your existing system The user interface has a familiar Microsoft Outlook-style "look and feel," enabling quick comprehension of all available activities. Applied consistently across all modules, it makes the application very easy to learn and use. You can customize the UI to support standard and custom processes, while new and existing features are much more visible. Now you can also multi-select, multi-delete, multi-update and multi-task by having numerous records open simultaneously for quick and easy analysis. Overall, the navigation significantly improves usability and workflows to support both fundamental and advanced IT processes. (See Figures 1, 4 & 6). Gain control of both hardware and software with Asset Tracking Templates With the asset tracking templates for different classes of hardware, tracking and managing assets is easy. Anything with an IP address can be discovered, including, but not limited to, printers, routers, hubs, switches, telephones and other company assets. Assets may also be manually entered or scanned in through a bar code application. Technician-driven custom hardware views can be created for each asset type. For example, a computer asset template can be configured to display all computer attributes or a subset as needed to support your business. In addition, technicians can identify and track software on their network as well as group software into five classes Approved, Permitted, Prohibited, Unidentified and Alert for easy management. This allows technicians to easily identify unsupported software or hardware when either troubleshooting an end-user s problem or performing proactive software management activities. Simplify your software license management Numara Track-It! 8.5 allows you to easily identify assets which may have license overages or unused and retired software titles. With the tight integration into Help Desk, technicians can be proactively notified of software compliance issues before they occur. This helps to reduce software licensing and maintenance costs, and also enables IT organizations to meet regulatory compliance obligations. (See Figure 3). Figure 1: Essential functionality is highly visible so you can find solutions quickly with the help of the new, Numara Track-It! user interface. Easy to learn and use, the UI resembles the universallyfamiliar Microsoft Outlook "look and feel."

3 Fits the Way you Manage Your Help Desk and Assets Save time managing your assets Thanks to the Numara Track-It! autocategorization of found assets, you can easily manage discovered and scanned assets via our superior auto discovery and Bar Code asset reconciliation interface. Assets are automatically grouped into four categories for easy management: New (assets not previously identified), Matched (assets that match an existing inventory item), Missing (assets found previously but not currently present) and Ignored (assets the business has chosen not to track). The auto reconciliation of assets lets Numara Track-It! do the work, saving technicians significant time from manual categorization, allowing them to focus on business critical tasks. Access and manage your user and asset information your way, instantly, and schedule network discoveries, audits and synchronization of user data at times that work best for your environment. Proactively manage your business service level commitments with flexible workflow templates 1 Easy-to-use, flexible workflow templates allow users to customize business rules for service level agreements (SLAs). The business rules template provides the flexibility to link an SLA with any end-user, department, location, type, sub-type, category and/or priority by defining work order event policies. In addition to defining the criteria above, each event policy may have different due dates and notification and escalation rules to support various work flows. Multiple event policies may be associated with an SLA. (See Figure 5). For example, a work order for the executive department may be set up so the technician and/or end-user are notified when a work order is created, modified prior to the due date, overdue and/or completed. In addition, the work order may also be escalated at two user-defined due date warnings as well as when the work order is overdue. SLAs are automatically assigned to work orders when a work order matches an event policy, eliminating the need to manually assign an SLA when a work order is created. This applies to work orders created manually, received through or through Self Service. In addition, for common SLAs, work order templates can be created allowing technicians to quickly and accurately populate a work order with the defined SLA criteria. Take control of your environment and improve first-time call resolution Automate manual tasks by applying your own business rules. Advanced notification provides the ability to automatically notify the requestor, technicians and/or the "escalate to" technician for various states of a work order (created, modified, prior to due date, overdue and/or completed). The enhanced escalation capability offers the ability to set due date warnings and escalate based on three due date time frames: expected due date, technician-defined due date and due date. Skills-based engines enable automatic routing of a work order based on end-user, department, type, sub-type and category. All event-based notification, escalation and routing rules apply to a work order whether they are created manually, received through or through web-based end user Self Service. Figure 2: Powerful reporting and charting provide insight into help desk performance and IT asset status. For example, a specific technician can be assigned to work orders matching any end-user, department, location, type, sub-type and/or category. If a work order type is "desktop" and the subtype is "hardware," it can be assigned to Technician A. If the subtype is "software" it could be assigned to Technician B. Optimize help desk efficiency and improve incident management Quickly and accurately log tickets in support of common tasks such as password reset and new hire tasks with the work order templates. You ll also find a number of convenient features to support standard and custom processes within the Help Desk module which include: request management engine that enables Administrators to define a specific workflow for requests sent to the help desk. Work orders are automatically created, populated and assigned to the appropriate technicians. A default or custom notification is sent to the recipient enabling them to track the status of a request to ensure that service level agreements are maintained. Customization of the user interface tab order to support standard and custom processes associated with opening and creating a work order. A Managing and Scheduling tab to quickly classify type and category of a work order, schedule technicians, log the expected and actual completion dates and view assigned SLAs from a single view. Additional user-defined fields to support custom activities and processes. The Audit Trail tab which enables easy review of all changes to a work order throughout its lifecycle. This is particularly useful in determining process breakdowns related to service delivery. A Requestor and Asset tab which enables quick responses to the status of existing work orders or the history of a work order for a requestor or asset. Custom status fields for better tracking and management of work orders. Activity and Resolution codes for improved management reporting of the most common activities and resolutions performed by technicians Private Technician Notes that are not visible to end-users through announcements, self service or automatic notifications.

4 Google-like search engine enables full text search across any Numara Track-It! module, particularly Solutions. Web interface option enabling request or work order management functionality via a web browser to support technicians solving IT issues while away from their desks. The solution also increases efficiency by empowering end-users to automatically reset their own passwords without burdening the help desk. Figure 3: Software License Management groups multiple versions of the same software under titles for consolidated compliance management. Advanced Usability Enhancements Improved on-demand desktop deployment of either remote control agent or Numara Track-It! audit agent Improved help desk grid control filtering capabilities New! Service level agreement reports New! Elevating child work orders (assignments) to parent work orders 1 with just one click New! Go to Work Order button (See Figure 7) Improved open/close work order operations New! Short cut keys which greatly save time Figure 4: The new and improved home page provides two dashboard views for quick and easy performance monitoring. Figure 5: Multiple event policies may be associated with a service level agreement. Figure 7: The Go To Work Order Button saves you time by enabling you to instantly open a screen, type in a work order number, and go directly to it.

5 Integrated Modules Help Desk Inventory & Auditing Purchasing Library Training Solutions Reports Dashboard Home Page Software Licenses Reduce field technician downtime and troubleshoot from anywhere in the world The Smart Client provides the same rich user experience whether running over a LAN or a WAN. The Numara Track-It! technician client can be easily accessed and deployed, and updating the client is as simple as updating the files on the Numara Track-It! server. The technician client supports a variety of Windows operating systems, including Vista. In addition, Numara Track-It! also provides the Field Tech Web a cross-platform browser-based interface that allows technicians to access work order information and solutions. And with the speed and functionality of the remote control module, technicians can more easily troubleshoot and solve IT issues without leaving their desks. Another "smart" feature is the "Google -like" search engine. With support of full text search capability of work orders, assets, knowledgebase and more, help desk technicians will find answers fast and with greater precision. You can also build a powerful solutions database and link to third party knowledge content providers for fast resolutions. Figure 6: Numara Track-It! 8.5 is easy to install and use. From the Administration Console, you will get up and running quickly and easily with automated wizard-based configuration. Designed to Track Performance from any Point of View IT help desk managers and technicians can personalize their dashboard views to identify critical trends and immediately act on them. Featuring real-time updates, users can: Deliver valuable decision-making information to multiple stakeholders with over 100 reports for technicians and managers Monitor key performance indicators (KPIs) Customize a view based on predefined reports Choose from preferred graphical displays to easily evaluate performance Drill down and analyze information over time to support problem solving Select two dashboard views on the home page for quick visual evaluation of key performance indicators. In addition, enjoy greater flexibility to personalize grid views with the grid condition builder! See data your way by creating different views for various conditions across all modules. Drive measurable results Numara Track-It! 8.5 includes an integrated copy of the latest version of Crystal Reports XI. Users can leverage a library of predefined reports or run dynamically filtered, parameterized queries to create multi-color, graphical representations of data. Customizable drag and drop grid groupings filters and print screen options allow technicians to generate on demand information with the click of a button. In addition, technicians can instantly print from the grid and customize existing reports by applying current grid groupings and filters with a click of a button. Track service level commitments, develop reports for upper management and easily measure return on investment. (See Figure 2). Numara Track-It! 8.5 Delivers "Smart" Productivity Did you Know? Numara Track-It! is: Available in 5 Languages English, French, German, Spanish, Portuguese Installed at customer sites supporting a wide range of IT assets, from a handful of computers to tens of thousands of assets worldwide Utilized in a variety of industries including education, healthcare, manufacturing, legal, government and others p: p: f: f:

6 Add-On Modules As your business grows, Numara Track-It! scales to support your increased needs and offers flexible modules that can be added to further expand the solution Numara Deploy: Creates and distributes packages that install and update software applications on local, mobile and remote Windows laptops, PCs or servers throughout your organization, without leaving your desk. Numara Patch Manager: Automatically scans and deploys Windows security patches to servers and workstations from a central console. Numara Network Monitor: Lets technicians monitor network health, availability and performance. Numara Remote: Enables technicians to remotely control or transfer files to/from Windows systems from within Numara Track-It!. Numara Industry KnowledgePaks: Provides help desk technicians and users access to a centralized and comprehensive technical support database delivered to them in the way that best meets their needs. Numara Track-It! Mac Audit: Performs a network audit on Macintosh systems and incorporates that information into the Numara Track-It! inventory. Numara Track-It! Bar Code: Accurately identifies, validates and transfers any asset quickly and easily. Seamlessly integrates into Numara Track-It!. Numara Track-It! Survey: Web-based application that quantitatively measures overall end-user satisfaction with IT and help desk services. Numara Track-It! Self-Service Plus: Extends Numara Track-It! Self Service with natural language search and rating of solutions in the extensible KnowledgeBase. Numara Track-It! Recurring Work Order: Pre-populates repetitive work orders quickly and easily, eliminating the need to re-key the same information over and over again. Numara Track-It! Approval Workflow: Automatically tracks and manages all change requests throughout their lifecycles, including an audit trail on every change. Voting and approval processes are based on rules you create. For detailed system requirements, please visit our website at /Track-It.asp Numara Software, Inc. All rights reserved. "Numara" and the Numara Software logo are registered trademarks of Numara Software, Inc. "Track-It!" is a registered trademark of Numara Software, Inc