Practical and Flexible IT Service Management
for the Real World

Numara FootPrints is the leading, 100% web-based service management solution that helps IT and support managers streamline and automate their operations, align with the business and provide excellent service to their internal and external customers.  This award-winning, ITIL®-compatible solution  solves the market’s continued and growing demand for fast time to productivity, ease of administration and use, extensive workflow automation and extreme flexibility for consolidating and automating business processes within and beyond the IT organization.

Why Numara FootPrints?

• 100% web-based service desk management solution with extensive workflow automation that adapts to systems you have today to support processes and users throughout the world
• Replaces complex, expensive service desk management solutions with lower cost of ownership, and requiring fewer resources
• No programming, deep technical knowledge,  or extensive professional service engagements for  implementation, administration, customization and upgrades
• Fast time to productivity to have you running in production sooner than most tools in the market today
• Ability to consolidate and automate multiple business processes within and outside of the IT organization , including external customer service, facilities management, compliance tracking, human resource tracking and much more

Numara FootPrints enables organizations to:

•  Automate comprehensive, integrated service desk management processes
• Establish a robust framework based on best practices, including: ITIL IT service lifecycle management
• Accelerate customer problem resolution, improve service levels and provide self service 24/7
• Align compliance requirements with organizational and governmental policies
• Automate multiple business processes, such as external customer service, facilities management, HR, and much more with a single tool - a very unique value

Numara FootPrints Feature Overview

ITIL v3 for the Real World

Numara FootPrints streamlines and centralizes internal and external support workflow for organizations of all sizes through extensive automation resources. Your service desk agents will experience improved productivity and your organization will leverage best practices for all existing systems. The flexibility of Numara FootPrints helps you support and manage multiple business processes for different functions, users and groups worldwide with support for multiple languages.
Numara FootPrints helps organizations implement the best-practice based ITIL® processes they need most to manage their service delivery more efficiently. Providing a strong service management foundation, Numara FootPrints addresses the most  critical ITIL service lifecycle processes:

• Centralized and Comprehensive Service Management for all incidents, problems and service requests coming in via multiple channels  
• Comprehensive Workflow Automation including extensive, fully customizable workflow and business rules
• Superior Two-way Email Management, including templates, auto-creation of tickets, automated e-mail conversation tracking, and attachments, among other features
• Self service On-line for 24/7 customer access through a highly customizable customer portal
• Knowledge Management for agents and customers to build, update, approve and share solutions knowledge and FAQs
• Approval and Change Management including automated change, voting and multi-stage approval processes with complete audit trails
• Automated IT Asset Management to track all the hardware, software and other devices on your corporate network and manage software license compliance
• Real World Configuration Managementfor managing unlimited configuration items (CI) and their relationships in a fully integrated configuration management database (CMDB) without the complexity of other solutions
• Service Catalog Management to publish an actionable menu of your service offerings to your customers in a user-friendly format
• Service Level Management to track and automate your internal and external customer service agreements and ensure compliance
• Extensive Reporting and Dashboards to track trends, performance, productivity and service levels for continuous improvement of service delivery

Highly Flexible Web-based Architecture

• Anywhere, Anytime Access from desktop browsers and mobile devices with no client required.
• Fast-to Implement and Easy Customization using built-in wizards to install, configure and administer - without any programming, dedicated staff, database administration or client software
• Highly Flexible, Scalable and Easy-to-Configure Service Management Architecture to create separate, unique and secure environments for different groups, departments, locations and business processes on a centralized platform

Works with Your Existing Systems

• Dynamic Access to Contact Directories and Databases including LDAP and SQL-based corporate directories or automated data retrieval from external SQL-based systems
• Integration with your Telephony Systems to automate skill-based telephone call routing and auto-populate tickets
• Robust Security with configurable security roles, support for multiple authentication methods, secure LDAP and SSL
• Platform Independence with support for Microsoft Windows, Linux and UNIX web servers, Microsoft SQL Server, MySQL, Oracle, and PostgreSQL databases, and secure access through Internet Explorer, Firefox and Safari browsers on any user platform.

Discover more information on how the Numara Software Professional Services Teamof Experienced Professionals can help you implement Numara FootPrints and ITIL processes in your organization.

Numara FootPrints Technical Information

Numara FootPrints technical highlights:

• 100% web-based service desk management software application
• No programming required for implementation or changes
• Resides on a single, central computer running a web server.
• Client software is not required. Users only need a standard web-browser
• Supports multiple platforms, many popular databases, email systems, client systems, and web browsers
• For larger sites, load balanced environments are supported

As a 100% web-based software application, Numara FootPrints resides on a single, central computer running a web server. Client software is not required. A standard web browser is all that is needed to launch, run and manage the system. Numara FootPrints supports most platforms available today, as well as multiple browsers, databases, email systems and client systems.

Providing a system architecture that is completely web-based all that is needed to house the Numara® FootPrints® application is a web server, such as Microsoft® Windows®/IIS, UNIX®/Apache® or Linux®®/Apache. Inherently flexible, Numara FootPrints can reside either within your intranet or outside of the firewall to facilitate remote access. Data resides in a relational database, such as Microsoft SQL Server®, MySQL®, Oracle® or Postgres.

Written primarily in Perl™, the user interface is generated via CGI scripts that output HTML to a web browser. Simultaneously, the database is queried via the Perl DBI/DBD database interface programs using direct SQL commands. Numara FootPrints also utilizes Ajax technology for just-in-time data delivery. All customizations are performed through the browser without any programming.

Users can be authenticated directly to their Microsoft Windows, LDAP, web server, UNIX or native Numara FootPrints login ID and password. Numara FootPrints then assigns users to their proper roles, giving them their established preferences and permissions within the system.

Specifications:

• Operating System Support: Microsoft Windows Server® 2003, 2008; Windows® XP & Vista®; Linux®, Sun SPARC® 2.8 and above, IBM® AIX®, HP UX®
• Supported Databases: Microsoft SQL Server 2000,2005; Microsoft SQL Server Express® 2005; Oracle 10g/11g; MySQL 4 & 5; Postgres 7/8
• Supported Web Browser: Microsoft Internet Explorer 6 and above; Mozilla® Firefox® V2.0 and above, Safari® 2.0 and above
• Supported PIM software: Microsoft Outlook®, Microsoft Outlook Express®, Lotus Notes®, Palm® Desktop, Palm HotSync®
• Supported Mobile Platforms: Microsoft Windows Mobile®, RIM® Blackberry®, and Apple® iPhone®
• Technical Reference Guides: Technical Overview (PDF)

To learn about the complete Numara FootPrints line of service desk management solutions, contact us.