SOURCE: IssueTrak


August 04, 2015 08:00 ET

IssueTrak CEO Identifies Key Challenges for 2015 Business Process Tracking and IT Operations Management Industry

Growing Demand for Customization as Pace of Business Change Accelerates

VIRGINIA BEACH, VA--(Marketwired - Aug 4, 2015) - Organizations worldwide are looking to the business process tracking and IT operations management industry to help them manage the accelerating rate of disruptive technology innovation and business change, according to Dan Luhring, CEO of IssueTrak, a global leader in issue tracking software. 

Engagements with thousands of client companies have given IssueTrak exceptional visibility into the issues faced by customers in dealing with internal business operations that are multiplying in complexity and number, and external forces including security and compliance. During recent discussions with industry analysts, Luhring highlighted four key areas that will shape the evolution of trouble ticketing, business process tracking and operations management solutions.

"Businesses need to be confident that their process tracking software can improve the speed and efficiency with which they can manage processes and organizational change," said Luhring. "To make this happen, our industry must innovate in the following four critical areas: ease of use, co-created solutions, actionable analytics, and capabilities that can grow and adapt for the future."

Configurability without Complexity
"Users of solutions that require a long and complex process of customization are effectively locked into the solution as it stands. This is not a pragmatic business model for vendor or user," Luhring said. "Customers want streamlined deployment and a solution that works for them, not the other way round. If ease of use and agility are not built into a solution the market will ultimately reject it, and we are now beginning to see signs that the broader business process tracking industry is moving in this direction."

Organizations are increasingly demanding business process tracking tools that allow them to precisely tailor the solution for their specific business needs, allowing them to track and manage widely differing sets of action-to-outcome cycles. 

"No two businesses are the same. Force-fitting a solution that doesn't match the way a company operates is not conducive to long-term success, and this reality is driving a wave of change across our industry," said Robert Young, Research Manager at industry research firm IDC. "To keep up with market forces that are constantly in flux, different organizations will take widely differing approaches. The business process tracking platform must accommodate a deep level of customization as well as provide a platform for customer-driven innovation."

Actionable Analytics
Today, Luhring sees more opportunity for IT teams to use the data repositories in their issue tracking solutions to provide insights supporting their organizations' financial and growth goals. "It is not sufficient simply to summarize activities from a single process as part of management reporting. Today, it is necessary to analyze information across multiple internal processes at an extremely granular level and use the combined data to drive business improvements across the board," commented Luhring. "This is essential if the investment of capturing data in the first place is to be justified. Our customers are making a direct correlation between data gleaned from ticketing software and financial success, and we see this as a trend that is long overdue in the industry."

Future Focused
Businesses' operating and service models are challenged to keep abreast of disruptive technology innovations such as the gradual replacement of email by social networking services as the primary tool for interpersonal communication. Large and small organizations increasingly look to their issue tracking and service management platforms to enable them to build other tools enabling future-focused functionality and enhanced differentiation. This is why IssueTrak is one of the first companies in its space to offer custom deployment tracking machine-to-machine interactions. 

"Within a world where, increasingly, entities are tracking entities, the platform-as-a-service feature of IssueTrak will be a springboard for future developments," said Luhring.

Luhring concluded, "Business process management software is already part of the DNA of millions of organizations worldwide. We believe that we are now entering an era when customers will drive greater innovation and flexibility from issue tracking industry players, and we are excited to participate in this market."

About IssueTrak
IssueTrak is a leading provider of business operations software for issue tracking strategic business processes. Founded in 1992, IssueTrak serves some 1,000 customers in 40 countries. Its customers include major brand names such as ADP, Delta Airlines, Deutsche Bank, Johnson & Johnson, Lockheed Martin, Microsoft, Pepsi, Ralph Lauren, Rite Aid, the U.S. Department of Defense, UPS, and Verizon. Its signature software package has become a robust platform for internal and external customer service and support, IT help desk, workflow and process management, and issue tracking. For more information, visit

Contact Information

  • Contact:
    Mary McEvoy Carroll for IssueTrak
    Email: Email Contact
    Tel: +1 408 691 4283