National Portrait Gallery Frees Up Time With Numara Track-It!

With Numara Track-It! the National Portrait Gallery has decreased time spent on â??fire-fightingâ?? work by 25 -35 percent, saving 2-3 hours per day

Reading, UK (June 17, 2010) –

Numara® Software, Inc., global leaders in service desk and asset management solutions, advised that the National Portrait Gallery has freed up time and resources and improved its day-to-day efficiency in tackling IT help desk tasks, thanks to the Numara® Track-It!® help desk product from Numara Software.

The IT team at the National Portrait Gallery consists of five people who receive about 250 queries per month, which range from minor problems such as forgotten passwords to major incidents. Prior to implementing Numara Track-It!, all IT help desk queries were managed manually. However, since its implementation in 2006, the National Portrait Gallery has made significant savings in time and resources, and decreased its daily ‘fire-fighting’ work by 25 to 35 percent, equating to 2 – 3 hours per day.

The National Portrait Gallery has more than 200 employees who are split across two sites in London, connected via extensive corridors. The Gallery needed a more controlled and automated help desk environment therefore Numara Software was chosen as the ideal solution set due to its ease-of-use, functionality, cost-effectiveness, and also the Change Management, IT Asset Management Remote Control and Patch Management capabilities

Ann Lahiff, IT Infrastructure and Development Manager at the National Portrait Gallery was a member of the team which initially chose to implement Numara Track-It!: “Numara Track-It! was well-known and when we saw the product we felt that it was a very cost-effective and widely adaptable solution.”

The National Portrait Gallery recently upgraded to the latest version of Numara Track-It! 9and Louis Brady, Head of IT says he’s thrilled with how the different modules within the product have benefited the IT team and staff.

“The modules and capabilities within Numara Track-It! are good. The remote control agent has been one of the most beneficial, because although we are on one site, there are two buildings with lots of winding corridors to go through and users can in effect be quite far away. I would have to say that this capability saves us between 2-3 hours each day as we don’t have to physically get up from our desks and go to staff to fix the problem.

“”The Inventory module is also very important as it allows us to record all of the Gallery’s IT estate and ensures that we have an up-to-date record of what software is installed on each piece of equipment and that we are 100 percent compliant. It’s really helped when it comes to reporting, as the comprehensive reports that it produces are important in ensuring that we are delivering a good service.”

Louis Brady concluded: “”Numara Track-It! is an excellent product, which delivers control, automation and superb help desk and asset management functionality at a very cost-effective price. It’s definitely helped us free up more time and resources within the IT team and it’s also helped us improve the communication within our department.” .
About Numara Software, Inc.

With more than 55,000 customer sites worldwide, Numara Software is a global leader in delivering practical, flexible solutions that allow IT organizations to improve service to their end-users. Our integrated IT service management and IT asset management software platforms enable organizations to efficiently automate a wide variety of IT related tasks and processes using interoperable solutions from a single, proven vendor. Widely known for our dedicated focus on ease of use and affordability for our customers, our IT solutions deliver fast time-to-value, increased control, and reduced risk for small businesses to large companies.

Source: Numara