Managed Service Provider DSS Chooses Numara Software to Deliver Better Service to Customers

DSS Enhances 24x7 IT Service Desk And Hosting With Numara FootPrints ITSM Solution

Tampa, Fla., September 7, 2010 - Distributed Systems Services (DSS) announces its migration to the Numara® FootPrints®  IT service management (ITSM) solution from Numara® Software, Inc., a leader in service management and asset management solutions for IT professionals.

Numara® FootPrints® is now a strategic new platform for DSS’ 24x7 service desk and data center hosting businesses - allowing DSS to enhance those outsourcing solutions for its customers.  DSS handles over 10,000 client issues each month for its service desk and data center customers. Numara FootPrints is a highly flexible and centralized system for IT service management that is ITIL® v3 compatible. Numara FootPrints provides extensive, integrated capabilities to manage support processes for collecting, managing, routing and reporting on all customer issues, so that DSS can meet and exceed service level agreements. 

Numara FootPrints replaces a legacy tool and provides new capabilities for DSS and the organizations it serves. “Numara FootPrints will allow DSS to provide new functions, such as self- service and request management,” explains Josh Gundrum, Manager of the DSS Managed Service Center. “The tool also has powerful capabilities to automate IT processes and improve efficiency.” 

DSS selected Numara Software as a vendor and its Numara FootPrints solution after a thorough search to select the best tool for its managed service clients. Numara Software is a proven leader in the IT service management industry. It was recently named third largest IT Service Desk Vendor in terms of worldwide market share in Gartner’s “The 2009 IT Service Desk Market Landscape.” (Kris Brittain and David M. Coyle, September 14, 2009).

Compliance with IT Infrastructure Library (ITIL) best practices was another reason DSS partnered with Numara Software. “ITIL concepts are the framework of DSS service delivery. We were able to configure Numara FootPrints to support our existing ITIL processes,” says Jason Boger, DSS Process Engineer.

“With its flexible design and simplified interface, Numara FootPrints helps companies reduce inefficiencies and unnecessary costs in order to more effectively manage customer issues and deliver the highest quality of customer support,” said James Mebane, Director of Strategic Partners at Numara Software. “We are proud that our Numara FootPrints solution is the tool of choice for DSS.  And, we are confident in our ability to help them provide their customers with the highest level of end-user satisfaction.”

To date, DSS has migrated its internal service desk, change management, hosting and client services customers. Training sessions are being held at key service desk clients in August and September. All migrations will be complete by early October 2010.

DSS is already realizing the business benefits of the migration. “Numara FootPrints takes our processes and services to a new level and allows us to continue to grow and expand all of our offerings, especially the service desk and data center businesses,” says Gundrum. 

About DSS
Distributed Systems Service, Inc. (DSS) is headquartered in Wyomissing, PA and serves organizations in the mid-Atlantic region. DSS provides a broad portfolio of technology solutions that drive business value. DSS employs over 110 people and offers solutions that address Data Center Hosting, Service Desk and Incident Management, PC Services, and IT Staffing, as well Professional Services for Collaboration, Virtualization, and Networking. DSS operates an enterprise class data center and has elite level partnerships with industry leaders IBM, Microsoft, VMWare and Cisco.  http://www.dsscorp.com and http://www.dssDataCenter.com 

About Numara Software
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.