Name: FootPrints
Author: BMC Software

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Mobile App Development

PHP Frameworks

Development

Learning Management

Online Proctoring Software

Education

Business Intelligence (BI)

Collaboration

Embedded Business Intelligence (BI)

Online Notary

Workflow

Enterprise

Accounting

Accounts Payable

Online Trading

Treasury Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Corporate Learning Management

HR Compliance

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

API Management

Cloud Migration

Cloud Storage

Configuration Management

Consulting and Advisory Services

Container Management

Custom Software Development Services

Data Center Virtualization

Data Warehouse

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

IoT Device Management

LAN Switches

Managed Private Cloud

Network Performance Monitoring

Sensitive Data Discovery

Technology Scouting Software

Unified Communications Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Landing Page

Market Intelligence

Marketing Automation

Press Release Management

Product Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Government Contracting

Lead Generation

Point of Sale

Sales Enablement

Sales Performance Management

Sales

Cloud Infrastructure Entitlement Management

Security

Construction Workforce Management

Dental

Fleet Management

Geographic Information

ID Card

Vertical-Specific

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### Ticket Management
Some users appreciate FootPrints for its efficient ticket management features, such as configuring forms and automatic routing, which streamline the process of handling requests and issues. However, there are concerns raised about limitations in functionality, such as difficulties in assigning tickets and navigating the system. While the software serves well for managing help desk tickets, there are suggestions for enhancements to improve user experience and overall efficiency in ticket management.

### Service Requests and Incident Handling
Users consistently highlight FootPrints' service requests and incident handling capabilities as a standout feature, praising its ability to streamline processes and enhance operational efficiency. While some users have reported minor performance issues and challenges with the user interface, the majority agree that FootPrints excels in effectively managing service requests and incidents. The software's customizable nature and robust tracking functionalities contribute to its positive reputation in facilitating smooth incident handling and service request management within various departments.

### Communication and Notifications
Reviewers appreciate the convenience of having all communication centralized within FootPrints, making it easier to track and manage interactions with stakeholders. However, some users have expressed concerns about limitations such as the inability to resend attachments from previous ticket updates and unclear instructions for replying via email. Despite these drawbacks, the consensus leans towards FootPrints offering a satisfactory communication and notifications experience, albeit with room for improvement in certain areas.

### Business Process Integration
User sentiment regarding FootPrints's business process integration capabilities is diverse. While some users praise the software for its adaptability and ease of customization across various departments such as IT, Internal Controls, Legal, Compliance, and more, others express challenges in integrating the tool effectively. The tool's ability to streamline processes and projects efficiently is acknowledged, but there are concerns about the need for well-trained personnel to maximize its features. It appears that a deep understanding of the company's processes is essential to leverage FootPrints effectively for business process integration.

### Implementation and Adoption
Users have highlighted the ease of customization and quick implementation process as key strengths of FootPrints in supporting various operational functions. The software's adaptability to different departments, such as IT, Legal, Compliance, and HR, has been commended for streamlining processes and enhancing efficiency. Despite some reported performance issues and interface complexities, the overall sentiment leans towards a positive outlook on FootPrints' implementation and adoption capabilities.

Customizability: Users have praised the ability to customize FootPrints to meet their specific business needs. Many users have found this flexibility to be a key advantage, allowing them to tailor the software according to their requirements.

Service Request Management: The ability to track and manage service requests, incidents, and problems within FootPrints has been highly valued by users. They appreciate how it helps in organizing and prioritizing their work effectively.

IT Asset Tracking: Users have commended FootPrints for its capability to track IT assets. This feature enables them to efficiently manage and monitor their IT resources.

Performance and Speed Issues: Some users have experienced performance and speed issues, particularly when the database becomes large. These issues have been reported by multiple reviewers, indicating that it is a common concern.

Cluttered and Unintuitive User Interface: Several users have found the user interface of FootPrints to be cluttered and unintuitive, making it difficult for them to get started with the software. This feedback suggests that there is room for improvement in terms of usability.

Issues with Customer Support: There are reports of unresponsiveness and lack of helpful solutions from customer support. Multiple users have expressed frustration with this aspect of FootPrints, indicating that there may be systemic issues with the support provided.

FootPrints has proven to be a valuable tool for tracking and managing service requests, incidents, problems, and IT-related changes. Users have praised its customizability and ease of use in these areas, finding it to be an effective solution for their needs. Additionally, the software's flexibility and automation capabilities have allowed users to create and customize various processes, further enhancing its usefulness.

While some users have experienced performance issues and difficulty navigating the user interface, many have found FootPrints to be a reliable and functional option for day-to-day usage. Despite being described as old-fashioned and clunky, the software has consistently met the needs of IT departments while offering cost-effective alternatives to other full-suite ITSM tools. 

In addition to its application in IT demand management processes such as incidents, RFCs, and RFSs, FootPrints can also support IT project management by facilitating project registration and monitoring. The software's ability to be customized extends beyond IT departments, providing operational performance reports and supporting business processes like internal controls, compliance, and legal activities.

Users have also appreciated the versatility of FootPrints' reporting feature, which enables the creation of various types of charts and graphs that can be exported and scheduled for distribution. However, challenges with handling attachments have been reported, as they need to be downloaded and uploaded again to be included in outbound emails.

Thorough research, consultation with other users, and trying the software before adoption are recommended to ensure that FootPrints meets specific business needs effectively. While it may not be intuitive for users without IT knowledge due to its less friendly interface compared to some other Help Desk software options, those who have utilized FootPrints have found it to be reliable, easy to maintain, and capable of improving efficiency and streamlining processes across multiple departments.

ALVAO Service Desk

WorkHub Tasks

FootPrints

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

BMC Software

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Service restoration

Impact assessment and automated fixes for common problems

Self-service tools

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

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