TrackPath Software News
Read news and announcements on this TrackPath Software News page, for the latest on this help desk software for issue tracking and reporting.
Industry analyst, Julie Craig from Enterprise Management Associates, (EMA), recently published a report on the launch of TrackPath, our comprehensive monitoring and diagnostics for the desktop. This report can be downloaded here!
On October 26, 2011 Sliding Mind (http://www.slidingmind.com) a subsidiary of Original Software (http://www.origsoft.com/) introduced TrackPath, a new product line for monitoring enterprise applications from the perspective of the desktop. Known for Application Quality Management (AQM) and testing across the pre-deployment application lifecycle, this is a new venture for Original Software and one that addresses a market with relatively few competing solutions.
This Enterprise Management Associates (EMA) Impact Brief provides the details of this news against a backdrop of Sliding Mind’s parent company and its history in the marketplace. It also discusses desktop monitoring in context to current industry trends. EMA sees this announcement as a welcome addition to the End User Experience (EUE) marketplace. It is an innovative solution from a stable, experienced company with deep and broad application lifecycle knowledge.
Application and desktop issues are no longer the open-ended drain on resources and Service Level Agreement (SLA) targets can be tackled with greater confidence
Sliding Mind, a new technology provider, who delivers inspired, innovative solutions for IT help desks, today announced TrackPath, a new solution that eliminates the guess work involved in recreating the application problem when a user contacts the IT Help Desk. TrackPath continuously monitors the activity on each PC so that in the event of any issue, a fully documented audit trail is instantly available for transmission to the IT help/service desk.
According to Gartner: “There continues to be an erroneous belief that the IT service desk tool represents the greatest cost for IT service support… 86% of the cost of an IT service desk is staffing related…” ¹. Colin Armitage, CEO of Sliding Mind, adds: “The high cost associated with IT service desk contact is exactly what TrackPath aims to reduce”.
TrackPath continuously tracks all user activity on a PC irrelevant of whether the application is deployed through the cloud, browser or desktop. A user friendly audit trail is available in the event of operating system or application problems. TrackPath is the perfect solution for large user communities supported by a central help desk. Help desk staff are no longer reliant on the ability of a user to recall or reproduce the steps that led to their problem. Instead, the user can send a fully documented audit trail within two mouse clicks.
This core detailed reporting of user activity is reinforced with screen by screen tracking of memory and CPU usage, a detailed timeline, hardware configuration and operating system information plus information on the application stack being used. TrackPath also removes the need for remote PC access after an issue has occurred, an approach which impacts both the help desk professional and end user.
“Providing a professional and efficient help desk is a major challenge,” continued Armitage. “Instant access to the cause of incidents is a game changer and will dramatically decrease the load on the help desk professionals and lower the cost of providing that support.”
Data confidentiality is at the core of TrackPath and nothing leaves the PC without the explicit approval of an authorised user. This basic philosophy is underpinned by the automatic identification and obfuscation of passwords and background applications, which could otherwise cause sensitive information to be unintentionally shared.
TrackPath is a lightweight implementation for any modern PC and its presence on memory and processor load is virtually undetectable.
TrackPath is available now for download and a free trial at: http://slidingmind.com/cms/trackpath/downloads/.
¹ “IT Key Metrics Data 2009: Key Infrastructure Measures: Help Desk Analysis: Multi Year” – 15 December 2008, Linda Tracy, Jamie K. Guevara, Eric Stegman
About Sliding Mind: (www.SlidingMind.com)
Sliding Mind was formed by Original Software in 2010 to develop new products based upon the technology and intellectual property that underpins the Original Software AQM solution suite that comprises Qualify, TestDrive-Assist, TestDrive and TestBench. Identified as a ‘visionary’ by Gartner, Original Software believes that Sliding Mind can deliver equally innovative solutions to a range of business challenges. The first product, TrackPath, was released in 2011 and is designed to address the key challenges of problem diagnosis and reproduction across help desk and user acceptance test (UAT) operations.
The global financial crisis has brought a welcome sense of financial virtue to businesses and it is now essential that the total cost of an IT investment is known and can be aligned with revenues. All Sliding Mind products are therefore offered on an annual term license that includes the product, help desk and free upgrades during the year.
TrackPath can significantly improve the speed and cost for vendors providing outsourced support of hardware, operating systems and embedded software. We are currently compiling a list of companies who offer such services prior to a formal approach as a key element of the product launch. Click here to view the current list.
Initial media and analyst lists have been compiled. If you represent a relevant publication and have not been contacted please send us an email with your details.