IssueTrak is a fairly basic ticketing system currently in use at LANVERA. Although development efforts surrounded IssueTrak giving it a level of criticality to the business, we found ourselves painted into a corner with this solution. We cannot upgrade without risk of breaking our applications. That is on us.
However, my biggest concern was the product wasn’t designed with ITIL or any ITSM framework in mind, in my opinion. And I wasn’t sure it ever would be with their track record of mostly bug fixes and focus on non-service management features.
As a result, in September 2017 I met with IssueTrak’s leadership to discuss the roadmap of IssueTrak . Here is the deck I prepared for that meeting.
The conversation was mostly positive and there was a healthy agreement that the product wasn’t developed with these use cases in mind. I hope the product continues to mature and grow as competition in the ITSM space is healthy in the SMB space.