end user analytics – proven solutions
TRANSCRIPT
A Lakeside Software White Paper
End User Analytics – Proven Solutions
2 End User Analytics – Proven Solutions
Table of Contents
Executive Summary ....................................................................................................................................... 3
SysTrack’s Three Tower Support Model........................................................................................................ 4
Pillar 1: End User Experience Management .............................................................................................. 5
Pillar 2: Asset Optimization ....................................................................................................................... 7
Pillar 3: Service Desk Augmentation ......................................................................................................... 8
SysTrack ROI Estimator — Quantifiable Savings ......................................................................................... 10
Conclusion .................................................................................................................................................. 12
Appendix 1. Tools Used to Enable Benefits ................................................................................................. 13
License Management and Compliance ................................................................................................... 13
Hardware Management and Utilisation .................................................................................................. 14
Migration Planning .................................................................................................................................. 15
Incident Resolution Cost Reduction ........................................................................................................ 16
Enterprise Wide Impact Analysis in a Glance .......................................................................................... 17
Reduced Incident Rates .......................................................................................................................... 19
Quantifiable Productivity Impact Reduction ........................................................................................... 20
Roll Your Own Dashboards ...................................................................................................................... 21
Recommended Reading and References ................................................................................................ 22
For More Information ................................................................................................................................. 23
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Executive Summary In their May, 2015 report G00275894, Gartner writes:
“IT leaders responsible for end-user computing are challenged with determining the right set of tools to maximize user productivity and engagement without duplicating costs and capabilities.”
We at Lakeside Software, Inc., understand the changing role of the End User Computing (EUC) IT support
professional. We recognize that this role has morphed into an all-inclusive focal point of multiple support
requirements: desktop; (virtual/physical); mobile; BYOD (Bring Your Own Device(s)); SaaS (Software as a Service);
SBC (Server Based Computing); Cloud provisioned; and virtualization. We also understand the ever increasing end
user experience expectations, driven by sophisticated consumer applications which are routinely used by the
workforce of today. Never mind that the slick new web enabled consumer application has one purpose and its
infrastructure is totally controlled by the provider (a luxury not enjoyed by the corporate IT professional): it
becomes the benchmark of success. This last point is boldly stated in Gartner’s “Unified Workspaces: The
Convergence of the Mobile and End-User Computing Journey”, G00293326 report:
“The time it takes to get to unified workspaces may be considerable, but do not delay — consumer- grade
apps and services are IT’s competition, and they improve with urgency. To not do the same is to risk the
worst of all IT perceptions: obsolescence.”
Lakeside Software’s SysTrack, through its proprietary DataMine™ technology for IT End User Analytics, is the
ultimate utility tool in an IT shop’s tool belt. With multiple successful deployments across a variety of industries
and over 3 million end user seats worldwide, this white paper will outline how the unparalleled granularity of data
captured by SysTrack can drive down the EUC cost for:
1. Service Desk Augmentation 2. Asset Optimization 3. End User Experience Management
— while simultaneously providing the IT professional insights into key aspects of the end user experience/needs.
Relating to SysTrack’s unique “inside-out” view of the end user’s experience, (i.e. a view from the instrumented
device’s operating system), Gartner’s Nathan Hill recently was quoted as saying:
“End-user analytics provide data in customizable reports (and in some cases recommended actions) around
power consumption and management, performance monitoring, event management, latency and end-user
experience, and application resource analysis. They are used in support of transformation initiatives, or for
chargeback, desktop virtualization assessment and planning, user auditing, and more. Increasingly, the
tools are also used as ongoing management tools, to spot new application requirements and changing work
styles.”
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SysTrack’s Solution Support Model As illustrated below, some SysTrack benefits overlap these three traditional EUC budget/project areas.
Continuous User
Segmentation (Personas)
Application Performance
Management
Application License
Utilization Management
End User Experience
Management
Hardware Performance
Management
IT/Service Provider SLA
Transparency
Self-Healing
Need-based Procurement
IT Service Management
Optimization
Continuous Assessment of
User Needs
Root Cause Analysis
SysTrack End User Analytics
Asset OptimizationService Desk
Augmentation
Budget Rationalization
Proactive Support
Optimized Transformation
Projects
In addition to explaining the features and benefits that a SysTrack enabled environment can provide to the three
support towers shown above, this white paper will provide access to the “SysTrack ROI Estimator” tool. This tool is
intended to quickly assist you in determining the potential savings available to your organization, through SysTrack’s
“inside out” toolset.
The following use cases detail SysTrack features which have proven beneficial to clients all over the globe. While
no two organizations are exactly alike, frequently the issues which plague IT support groups are the same or similar.
The use cases described below are a small subset of the many examples of how SysTrack is being used in businesses
around the world, ranging from a few hundred end users to over 300K end users. If we’ve left your use case out,
please contact us at Lakeside Software, we’d enjoy the opportunity to discuss it with you.
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Solution 1: End User Experience Management SysTrack delivers metrics which measure and trend in hours per week the productivity impact caused by IT
infrastructure. Data is broken down into various factors including: under-specified infrastructure (e.g. CPU,
memory, network bandwidth), network latency, VM host performance issues, application start-up times, hangs,
crashes, updates, and hardware problems.
SysTrack’s comprehensive data collection enables very granular planning of golden images to optimize and
minimize management overhead. Image management is a trade-off between minimizing the number of
application licenses installed and minimizing the number of images to be maintained. Using SysTrack tools such
as SysTrack Image Planner, user and application usage data informs the optimum number of images that can be
modelled factoring in application deployment methods and license purchasing decisions.
Issue SysTrack Feature Resolution/Impact
The CIO at a large healthcare company
was notified of significant
performance issues on a key in-house
application. The problem was so bad,
the productivity of ~80% of the end users was being
negatively impacted.
SysTrack Resolve’s Black Box and SysTrack Analyze were used to diagnose and identify the root cause.
Root cause analysis identified a dependent web application and its linkage to the business application as the underlying issue.
The data provided by SysTrack was used as evidence of the need for application remediation.
Networking changes were implemented along with application modifications, which resulted in improved performance.
End users reported a significant increase in their productivity and service desk calls for the problem were eliminated.
A large financial industry client
reported performance
impacts due to hangs/crashes
associated with two key business
applications. End user productivity
was greatly degraded.
SysTrack Resolve’s Black Box was used to roll back to the specific points in time when poor performance was reported.
Multiple observations pointed to a number of unsupported applications on many of the impacted systems.
SysTrack was used to identify rogue/non-standard images in the environment, resulting in the discovery of many of these.
Governance was put in place to monitor for rogue images and to alert IT when they were detected.
Applications known to create conflicts with the key business applications were blacklisted using SysTrack’s SysLock.
End users reported improved productivity and service desk calls decreased.
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End users complained to the
Service Desk of missing applications and/or applications that didn’t function,
following system refreshes.
SysTrack Visualizer and Analyze were used to identify systems which did not have the correct image installed or for which applications had not been installed.
It was determined the install process included secondary installation of some key applications, and those installs were not consistently happening.
A SysTrack software inventory scan was implemented for all refreshed desktops, prior to their reintroduction to an end user. Missing applications were quickly identified and installed as needed.
End user productivity increased and deskside visits were reduced by over 85% for this issue.
A major financial client was engaged
in a Persona Discovery project to
improve the understanding of
“how their end users do their jobs”. This
insight was to be used to underpin
overall process improvements in the
enterprise.
SysTrack was used to augment data collected via manual questionnaires.
Automated SysTrack captured and exported data included:
o All applications used o Applications with high “in
focus” time o Domain memberships o Devices used and their
locations o Mapped drive history o Mobility use and
frequency o USB port use o Web traffic history o EUC Productivity
impactors
The company was able to improve the accuracy of their “Day in the Life” studies by using precise, actual observed events.
SysTrack data was integrated with additional questionnaire data to arrive at the best understanding of many of the company’s Personas/Roles, ever developed.
The automated data acquisition from SysTrack saved an estimated 1 hour of data collection per interviewee and was deemed more accurate.
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Solution 2: Asset Optimization SysTrack provides a complete inventory of installed hardware and software. Moreover, the software inventory
includes observations of applications/processes which have not been packaged and installed by an IT approved
process. For example, if an end user launches an application they’ve installed manually or an executable they’ve
received via email or from a website, those processes are detected and recorded by SysTrack.
SysTrack’s asset inventory acquisition provides easy answers to the basic questions:
Who is using what software/hardware?
When is the software/hardware being used?
Where (location) is the software/hardware being used?
Why are asset entitlements mismatched?
How much workload is being imposed by the software on the hardware?
The hardware inventory collected by SysTrack can be used to quickly identify systems in need of retirement based
on device age, functional deficiencies (limited memory, video, CPU, etc.), manufacturer, or any other hardware
related identifier. Alternatively, the hardware inventory frequently identifies systems due to be retired which
would have significant useful life if repurposed for lighter duty workloads.
This quick hardware segmentation feature can result in significant time saved in determining which systems are in
need of being refreshed/replaced. Furthermore, SysTrack can help identify hardware that is not under stress and
can therefore be kept in service beyond standard write down periods. In the case of virtual desktop
environments, SysTrack frequently identifies over provisioned VMs. By simply right sizing the over provisioned
VMs, higher overall densities can be achieved.
Accurate software usage by user and device is collected and recorded. This information is readily available in
multiple report formats. Provided with actual software usage history, IT professionals can identify opportunities
to reduce license and subscription costs, and ensure compliance across the enterprise. This ensures software
assets are right sized for actual usage rather than planned or forecasted requirements. Also the corporation can
be audit ready when third party OEM software vendors require proof of actual usage.
Issue SysTrack Feature Resolution/Impact
Application usage could not be verified as no
SAM (Software Asset Management) tool
existed.
SysTrack Visualizer report of actual application use by end user, was integrated into the company’s governance model as their SAM.
The company became third party audit ready with an easily accessible historical software usage record.
Application costs for several titles were reduced by over 75%. The net result was a software cost reduction of over 15% for the entire enterprise.
Risk avoidance was estimated at over $150K/year, through software audit readiness.
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A large financial industry customer was
threatened with collection of a $35M
penalty for unlicensed software by an OEM.
SysTrack had been installed as a response to a previous unlicensed software penalty payment of $20M. Software usage history from SysTrack was used to provide an audit trail for the threatened $35M penalty.
SysTrack’s software usage audit history was accepted and the penalty was avoided.
A client’s security team imposed a new
requirement for browser based “plug-ins”.
SysTrack alarm notifications were enabled for Event Log entries associated with plug-in installation activity. Within seconds of the installation attempt a warning text was sent to the user and notification was sent to IT.
Monthly reports of threats which had been discovered and mitigated were generated. This met the requirements of the security team.
A “one size fits all” policy at one customer,
resulted in laptops for all. There was suspicion
that not all systems were being used as mobile
devices.
SysTrack Visualizer was used to identify all “mobile capable” devices in the enterprise.
SysTrack Visualizer was used to identify all systems which had been observed to have been used in various locations over a 90-day window.
End user device segmentation methodology was used to match the user to the appropriate device.
It was observed, that over 20% of the laptops were not moved in a 90-day window.
The cost of laptops were over $1,400 vs desktops at $700. With over 8,000 laptops with no observed mobility identified the savings were significant.
Solution 3: Service Desk Augmentation By using comprehensive alerting mechanisms within SysTrack, Service/Help Desks can be alerted to and
proactively fix conditions likely to cause new incidents. Real time dashboards can be used to proactively monitor
and identify potential conditions leading to incidents. Furthermore, clients can implement procedures and scripts
associated with alerts to automatically correct conditions to avoid and reduce new incident reports.
Every alert created can have actions associated with it such as the automation of a help desk ticket in software
such as ServiceNow or Remedy. Also an alert can initiate the execution of a script to automate a known
resolution activity, forward as an SNMP trap or email/IM another user.
SysTrack tools can be used to:
Effectively “roll back” the affected system’s clock to a point in time of special interest. Once the time of
interest is in focus, processes, connections, alarms, users, resource footprints, etc. can be easily observed
and compared to other systems or other times/events.
Tune alerting to spot learned problem conditions and auto correct
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Trend software crashes/faults - fix or upgrade identified crashing software components
Alert and trend against key user experience issues (session hangs, login times, app start-up times, observed
latency)
Create dependency maps across infrastructure and apps to identify latency, performance bottlenecks and
unhealthy components
Just a few of the Service Desk use cases described by our valued clients include:
Issue SysTrack Feature Resolution/Impact
Slow VDI performance
SysTrack Resolve’s Black Box was used to prove that slow performance was not the result of under provisioning.
Dependency mapping was used to identify a highly dependent database with constant communication demands and a high latency.
Database was relocated to VDI provisioning datacenter.
Performance improved for all users.
Service desk calls for this issue went down by over 50%.
Intermittent slow VDI performance with
various/random applications.
SysTrack Resolve’s Black Box was used to roll back to the specific points in time when poor performance was reported.
Multiple observations pointed to an A/V (Anti-Virus) interaction with some applications.
A/V was observed to be holding open key application connections and disallowing read/write activity.
Network modifications were implemented.
Third party A/V vendor was engaged and customized settings enabled.
Service desk calls for this issue were eliminated.
Intermittent slowness was
reported in a key in-house developed business critical
application.
SysTrack Resolve’s Black Box was used to observe the application’s use over time and during specific times of reported slowness.
Disk space observations with SysTrack Resolve pointed to infrequent “out of space” errors due to temp file explosion by the application, resulting in no cache space.
Temporarily, SysTrack was used to set an alarm on minimum disk space. An automated script was then run to delete the temp files.
An application remediation budget was approved.
Service desk calls for this issue were reduced by over 80%.
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Intermittent incidents were
reported with the user’s desktop
becoming so slow it was unusable. The
problem would typically resolve itself with a reboot or after
about 1 hour.
SysTrack Resolve’s Black Box was used to observe desktop behavior of affected systems by rolling back to the time of the reported incidents.
SysTrack Resolve’s Black Box provided evidence of simultaneous executions of SCCM and A/V, meaning they randomly happened to launch at the same time. When this occurred the CPU utilization exceeded 80% and little to no memory was available.
An SCCM update policy was established to avoid distributions during peak business hours by geography.
The problem had been endemic for over 11 months, resulting in over 200 unresolved Help tickets. All tickets were closed after the root cause was determined.
Service desk calls for this issue were reduced by over 90%.
SysTrack ROI Estimator — Quantifiable Savings In the on-going challenge to “do more with less”, IT professionals are frequently charged with cost justifying the
addition of any new tool, regardless of the apparent value. In the event SysTrack is displacing a tool which only
provides a subset of SysTrack’s benefits, a simple cost comparison is frequently sufficient. In most cases, there is
no replaceable product in the environment, thus requiring a formal ROI (Return on Investment) or business case.
Because of Lakeside’s more than 17 years of experience and feedback from our clients, we are frequently advised
of successful use cases which result in significant savings. Some of those use cases have been cited in section 2.
While there is no such thing as a single guaranteed ROI for all use cases and for all companies, the best alternative
is a general approach with some defendable benchmark estimates as a starting point. That is the approach taken
in the “SysTrack ROI Estimator”. The tool relies heavily on the TCO (Total Cost of Ownership) methodology
advocated by Gartner, augmented with specific savings typically reported to Lakeside by our clients. The
“SysTrack ROI Estimator” is broken into three towers of value:
1. Service Desk
2. Asset Optimization
3. End User Experience Management
In other words, the same support areas described in Section 2.
A number of assumptions have been made in the tool to create an initial estimate of savings in each of these
three areas. However, all assumptions can be overridden in the event the reader has in-house data which is more
accurate for their specific use case.
It is advised the reader ask themselves the following questions, before modifying the proposed savings estimates:
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1. Service Desk – If I had the ability to…
a. … automatically collect data normally gathered from the end user by phone, e.g. workstation name,
IP address, mapped drives assigned, last reboot time, recent/current alarms, and recent observed
system stresses, could the response time be improved? If yes, by how much?
b. … roll back the clock on a system the end user claims to have been performing poorly, a day or two
before at a specific time, and inspect every process running, the complete workload footprint, all
connections, all sessions, and all dependent system latencies…could I find the root cause more
quickly? If yes, by how much?
c. … track the historical Health of the end user’s system, along with information on the 13 categories
of KPIs which are monitored automatically by SysTrack…could the Service Desk be more responsive
and identify patterns in productivity impacts? If yes, by how much?
d. … observe the number of systems across the entire enterprise, which are experiencing the same
or similar issues…could the Service Desk be more proactive? If yes, by how much?
2. Asset Optimization – If I had the ability to observe…
a. … actual usage of each application in the environment, even those not distributed by IT…could I
limit my exposure to unknown, unlicensed applications running in the environment? If yes, what
is that worth?
b. … actual usage, down to the number of hours/month by user for each application in the
environment…could I be audit ready for license compliance? If yes, what is this reduced risk value?
c. … enterprise wide, system attributes, i.e. CPU, memory, disk size, age, Serial number, and
manufacture…could I make more informed decisions regarding what systems to retire, reuse,
and/or refresh? If yes, how much savings would that result in?
3. End User Experience Management – If I had the ability to…
a. … improve end user productivity by reducing the amount of time to resolve issues and/or eliminate
many of the on-going issues, could there be a net gain in corporate revenue through more
productive and happier end users? If yes, by how much?
b. … improve Software Engineering productivity through awareness of software use, application fault
history, pre-requisite modules, dependencies, and potential conflicts between applications, could
you reduce your Software Engineering costs? If yes, by how much?
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If you are interested in a ROI analysis of your environment
please contact Lakeside and we can assist you.
Conclusion SysTrack provides the means by which an enterprise can achieve a heightened awareness of their end user
computing environment. It provides on-going monitoring of all processes and connections on instrumented end
user devices. When combined with Lakeside Software’s patented DataMine™ technology, data visualizers, and
interactive report generators; it delivers unparalleled opportunities for end user computing governance. The old
adage, “if you can’t measure it, you can’t monitor it – if you can’t monitor it, you can’t manage it” is never more
true than with end user computing. IT professionals around the world have discovered the value of measuring,
monitoring, and managing their end user computing environments…they’ve discovered SysTrack!
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Appendix 1. Tools Used to Enable Benefits
License Management and Compliance SysTrack provides an inventory of installed software and accurate software usage measurement on user, package,
and feature time correlated to help identify opportunities for clients to reduce application portfolio costs. Figure
1 demonstrates how application usage is summarized in the tool.
Figure 1 - Application Usage View
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Hardware Management and Utilization SysTrack helps avoid unnecessary refresh of desktops, laptops and servers through observed consumption and
health metrics. The granularity of system and user data captured helps justify and plan refreshes and avoids the
unnecessary spend associated with fixed duration refresh projects. Figure 2 presents the Hardware Inventory
View of SysTrack.
Figure 2 - Hardware Inventory View
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Migration Planning SysTrack Virtual Machine Planner (VMP) provides an integrated tool suite that provides VDI assessment, VDI
capacity planning, virtualization modelling and predictive analysis, migration planning, storage throughput and
space planning, power planning, firewall and latency analysis, user and application behavior analysis, image
planning and application virtualization compatibility analysis. See Figure 3 below for an example of Virtual
Machine Planning.
Figure 3 - Virtual Machine Planning View
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Incident Resolution Cost Reduction
SysTrack provides root cause diagnosis tools enabling support staff to almost eliminate the data gathering phase
of incident diagnosis. Leveraging rich data collected on resource shortages, network constraints, latency,
infrastructure health, software faults and alarms, the support staff can quickly roll back the clock to understand
and address the root cause; shortening support calls by up to 50% and increasing first call resolution rates.
SysTrack Resolve’s Black Box shown in Figure 4 demonstrates how a Support Team Advisor can roll back the clock
to identify the root cause of an issue even if the device was offline at that time. This is a feature that is not
available in competing products.
Figure 4 - Black Box Page
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Enterprise Wide Impact Analysis in a Glance
SysTrack has the ability to blend agent observed and vCenter real time data. This capability provides an impact
study of applications across the entire enterprise’s estate - in one easy to view/use dashboard. vScape provides
an industry first, by providing details of how specific applications are impacting the entire observed set of
endpoints and their provisioning infrastructure. Figure 5 illustrates this award winning capability.
Figure 5’s view of the entire enterprise estate provides an up to the minute comparison of the observed health of
VMs and their provisioning infrastructure. In addition, the application workload across the entire estate is
presented with real-time views. It is now possible to answer questions like, “how much CPU is Microsoft Excel
consuming across all my VMs…right now?”
Figure 5 – Enterprise Health and Application Impact View
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Additional vScape tools provide drill in capability to view what’s really happening in the environment. One
example of this real-time analysis is provided in Figure 6.
Figure 6 – Real-Time Application Workload Focus with History
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Reduced Incident Rates
By using comprehensive alerting mechanisms within SysTrack, Help Desks can be alerted to and proactively fix
conditions likely to cause new incidents. Real time dashboards can be used to proactively monitor and identify
potential conditions leading to incidents. Furthermore, clients can implement procedures and scripts associated
with alerts to automatically correct conditions to avoid and reduce new incident reports. Figure 6 illustrates how
the root cause of an issue can be identified and addressed before the business impact is felt.
This view of the world effectively maps the end users’ interaction with IT and shows us all components involved
from the back-end to the network and their platform itself. The color coding surrounding the components is
designed to highlight problem areas so that support personnel know where to focus attention.
Figure 6 - Dependency Map View
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Quantifiable Productivity Impact Reduction
SysTrack aggregates productivity impact caused by IT infrastructure factors such as under specified infrastructure
(e.g. CPU, memory, network bandwidth), network latency, VM host performance issues, application start up
times, hangs, crashes, updates, upgrades and hardware problems. SysTrack measures and trends the productivity
impact in hours per week per system and group. Figure 7 shows the Productivity View of the product.
Figure 7 - Productivity Impact View
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Roll Your Own Dashboards
Despite the variety of dashboards, graphs, tables, and reports which are provided “out of the box” there’s
frequently a need for clients to create their own corporate view of data. The SysTrack Dashboard Builder is a drag
and drop tool which provides for the easy creation of customized data views, including the ability to extract data
from non-SysTrack databases. Figure 8 illustrates the toolbox to be used for creating data views.
The process of creating a dashboard simply requires dragging items from the “Toolbox” on the left, into the work
area. Once in the work area, the data sources are linked to the desired presentation format, saved and displayed.
Libraries of databases, both SysTrack and non-SysTrack can be maintained in the “Library” for easy access. Use of
the “Library” reduces the need to create SQL queries each time a new dashboard is needed.
Figure 8 – Dashboard Builder Toolset
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Recommended Reading and References The information provided in this document is based on a combination of methodologies from various TCO
whitepapers, reports, and studies. Below is a partial compilation of the sources of the methods used to develop
this document and the Lakeside ROI Calculator used to estimate the TCO results.
1. Desktop Total Cost of Ownership: 2013 Update, Gartner Publication ID Number G00246705
2. Notebook Total Cost of Ownership: 2013 Update, Gartner Publication ID Number: G00250520
3. Total Cost of Ownership Comparison of PCs with Hosted Virtual Desktops, 2011 Update, Gartner Publication ID Number: G00209403
4. Total Cost of Ownership Comparison of PCs with Server-Based Computing, 2011 Update, Gartner Publication ID Number: G00209456
5. Client Computing Total Cost of Ownership, 2011: A Chart of Accounts, Gartner Publication ID Number: G00210895
6. Citrix XenDesktop and VMware View Are Vying for Your Hosted Virtual Desktops, ID Number: G00213480
7. The PC Enterprise Lifecycle (Seeing the Big Picture for PC Fleet Management), Microsoft Corporation
8. PC Lifecycle Management (Tools and Strategies for Reducing TCO and Optimizing Total Value), Intel Whitepaper
9. Reducing the Total Cost of Ownership (TCO) of PCs, Persystent Technologies
10. PC Lifecycle Management Automation for Mid-Sized Enterprises, Enterprise Management Associates Whitepaper
11. Using Total Cost of Ownership to Determine Optimal PC Refresh Lifecycles. Wipro
12. Strategies for Reducing the Total Cost of Ownership for Desktop PCs, Dell Corporation
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For More Information For more information about SysTrack and Lakeside Software please visit us on the web
http://www.lakesidesoftware.com.
Lakeside Software, Inc. – Global Headquarters 40950 Woodward Avenue, Bloomfield Hills, MI 48304 USA +1 248 686 1700 Lakeside Software Solutions Limited – EMEA Headquarters Morgan House, Madeira Walk, Windsor and Maidenhead SL4 1EP, UK +44 (0) 1753 912 331 Lakeside Software Pty Limited – Australia/New Zealand Headquarters Level 17, 40 Mount Street, Sydney, NSW 2060, Australia +61 (2) 8417 2100 ©Lakeside Software, Inc. 1997-2016. Lakeside Software and SysTrack are registered trademarks and/or trademarks of Lakeside Software,
Inc. All other trademarks and registered trademarks are the property of their respective owners.