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BMC Software Inc. (BMC) recently announced that it has provided its information technology service management (ITSM) support to Douglas Country Libraries for an undisclosed amount.

The Douglas County Libraries are situated between Denver and Colorado Springs and consist of seven libraries. Keeping pace with technological inventions in the e-reading space, the libraries offer e-books, e-content, movies and music to attract patrons.

The complicated IT management system made it difficult for the County to handle helpdesk matters across the libraries, which led to inefficient customer relations and unsatisfied patrons. The Douglas County was able to fix the bottleneck with BMC Software’s TrackIt solution.

BMC's TrackIt facilitates effective, user-friendly and faster help desk system implementation. The solution automates the process of collecting and analyzing data, and generating comprehensive solutions for customer requests. This also lessens the task of supervision for IT staff.

Keeping in view the benefits of BMC TrackIt, the libraries deployed the solution across its IT and Facilities and Safety departments. The libraries are now benefiting from fast response time from its helpdesk systems and are witnessing customer satisfaction through improved service delivery. Following the success of the system, the County plans to use it further to improve services.

In July, BMC TrackIt was deployed by Oryx Align (a London-based IT services company), MemorialCare Health System (a not-for-profit organization), College of Marin and the IT department of City of San Mateo. Though the financial implications are not known, we are encouraged by the increasing demand for the solution.

As per company sources, TrackIt has been accepted by around 50,000 organizations. The solution was inherited from Numara Software, which was acquired in January 2012.

The popularity of BMC Software's ITSM suites is growing. We are encouraged by the continuous product launches. We also believe that the company’s growing exposure to the cloud will prove to be a catalyst.

Nonetheless, weaker expenditure from different governments and ongoing European economic turmoil will remain headwinds in the near term. At the same time, heightened competition from big industry players such as IBM Corp. (IBM), Hewlett-Packard Company (HPQ), EMC Corp. (EMC) and CA Inc. (CA) remain a concern.

Currently, BMC Software has a Zacks #3 Rank, indicating a short-term Hold recommendation.

 
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