October 2013 Archives

Trouble-Ticketing - The Future Is Here!

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IT doesn't so much go round in circles as overlapping rings - think the Olympic sign. That's to say, it does repeat itself but with additions and a slightly changed working environment each time.

So, for the past few decades we've had good old Helpdesk, Trouble-Ticketing and related applications in every half-decent sized network across the globe; incredibly conservative, does what it says on the tin applications, typically created by incredibly conservative, does what it says on the tin ISVs. Nowt wrong with that, but nothing to get excited about either.

However, in a chat last week with the guys from Autotask at a gig in Barca - these guys have been around for over a decade, building business steadily... until recently, that is, since when they've been expanding faster than the average Brit's waistline (and that's some expansion rate!). 

So why? How can a humdrum, take it for granted network app suddenly become "sexy"? Speaking with Mark Cattini, CEO of Autotask, a couple of points immediately make things clearer. One is that we have that rare example of a Brit in charge of a US company (since three years ago), and a Brit who's seen it all from both sides of the fence, pond and universe. So he understands the concept of "International". Secondly, we have an instance of a product having been written from day one as a SaaS application, long before SaaS was invented - think about the biz flow product I've spoken about (and tested) many times here - Thingamy - and it's the same story, just a complimentary app that is all part of the "bigger picture".

The cloud, being forced on the IT world, is perfect for the likes of Autotask. It gives them the deployment and management flexibility that enables a so-called deluxe trouble-ticketing and workflow app to become a fundamental tool for the day-to-day running of a network (and a business) on a global scale. I was talking the other day with another ITSM client of mine, Laurence Coady of Richmond Systems, and he was saying how the cloud has enabled the company's web-enabled version of its ITSM suite to go global from an office in Hampshire, with virtually no sales and marketing costs involved, thanks to the likes of Amazon's cloud.

Mark Cattini spoke about his pre-Autotask days including a long stint in International sales with Lotus Notes. I made the point that Notes created an entire sub-industry with literally thousands of apps designed specifically to work with and support Notes - almost a pre-Internet Internet. While it seems absurd to say that something as "long-winded" as ITSM-related products can become the next Notes, think about it in a business/workflow perspective within a cloud infrastructure, given that there are open APIs to all this software (so anyone can join in) and given that no one really knows what "big data" is and we have a genuine infrastructure for building the next generation networks on - real software defined networking in other words!


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