Open Logic gains a significant return on its investment in Numara Footprints

Published 4th November 2009

• Open Logic wins two major contracts worth £100K as a result of implementing Numara® FootPrints®
• Numara FootPrints service desk solution helps Open Logic manage calls and track assets at its IBM® WebSphere® clients
• CMDB, ITIL® and the ability to support multiple customers as separate projects were the key drivers for implementing Numara FootPrints

Reading, UK, 2nd November 2009: Numara® Software, Inc., a leader in service management solutions, announced today that Open Logic, a leader in the delivery of IBM WebSphere-based portal solutions has chosen Numara® FootPrints® to deliver service desk and asset management for its customers.

Numara FootPrints has a strong track record of enabling customers to extend their relationship with their customers through effective service desk management allied to its encouragement of a process-driven culture and ITIL compatibility. Open Logic’s adoption of the software will enable it to support up to nine key clients with its 31-strong team of consultants who regularly receive thousands of service calls a year.

Based in Worcester, Open Logic was founded in 1997 and in recent years, the business has shown impressive growth which has led to it being featured in both the 2006 and 2007 Sunday Times Tech Track 100 and Open Logic was the only British finalist in IBM's prestigious Beacon Awards for 2007. Further recognition from IBM in 2008 led Open Logic to win Best Business Partner of the Year and Best Solution Provider at the IBM Platinum Awards. Maintaining their award winning streak in 2009 Open Logic were awarded with IBM’s North East Europe Distinguished Achievement Award. Its customers include Oxfordshire County Council, BDO Stoy Hayward, Cable & Wireless, TNT, Cardiff University and Aviva.

Having first installed a Numara Software product through its adoption of the Numara® Track-It! ® help desk solution in 2006, Open Logic has now installed Numara FootPrints which has provided a process to manage Configuration Items (CIs) and relationships in a fully integrated Configuration Management Database (CMDB). This has enabled Open Logic to track hardware and software assets at its growing list of customers. Matt Wheeler, Open Logic IT Manager comments:

“We moved to Numara FootPrints because we needed a configuration management database (CMDB) to track customer assets. We have also adopted the ITIL way of working and so we needed to take advantage of Numara FootPrints’ process and workflow capabilities. We are very happy with Numara FootPrints, and we are able to track everything effectively as soon as something is adopted by our clients. Our use of Numara FootPrints has enabled us to gain two £50,000 support contracts which we would otherwise not have been able to win.”

After using Numara Track-It! since the end of 2006, Open Logic found that as its business had grown the decision to provide support to its clients and be able to track their own assets, it was the right time to move to Numara FootPrints which happened in July 2008.

Open Logic currently receives around 20 calls a week from its customers, a rate that equates to around 1000 calls a year. It has a team of 31 technical staff currently supporting separate projects and service level agreement (SLAs) for seven major customers, as well as doing development work. Previously when it came to tracking assets, Open Logic had used a basic solution; now it needed a CMDB, as Matt Wheeler explains:

“When we were a small company, it was fairly easy to put it all our assets into a spreadsheet. Now when it comes to monitoring devices such as mobile phones, SIM cards and laptops and all the different versions of software that our clients are using, we use the Numara FootPrints CMDB. If we didn’t use the CMDB, we’d lose track of who’s got what.”

Open Logic uses the reporting facilities within Numara FootPrints to generate reports automatically for its clients, and it also uses the software as a budget tracker, enabling it to budget how much it is spending on hardware. It currently uses Numara FootPrints for incident, problem, configuration and asset management, and expects to utilise more of Numara FootPrints’ functionality in the future.

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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. For more information, visit: www.numarasoftware.com



For further information:
Paula Elliott
C8 Consulting Ltd for Numara Software
+44 (0) 7894 339645 / +44 (0) 118 9001132
paula@c8consulting.co.uk