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Numara® FootPrints®, offers unmatched flexibility and painless implementation that will adapt to your environment whether you are formalizing your IT service management processes or you are fully embracing ITIL V3 to align IT with your business.

• 100% web based service desk management software
• Highly configurable with no programming
• Adaptable to business process automation beyond the IT help desk
• New - Service Catalog
• New - Service Desk on the Go agent access with Numara FootPrints Mobile

Actively used by organizations worldwide for over 10 years, Numara FootPrints is the leading, 100% web-based service management solution that helps IT and support managers streamline and automate their operations and provide excellent service to their internal and external customers.

Numara FootPrints offers a highly flexible, multi-dimensional and unique platform for managing the service desk and extends business process automation, throughout the organization without the overhead of other solutions. The award-winning and ITIL-compatible solution gives support professionals the power to:

• Manage service delivery for internal and external customer support with optimal effectiveness
• Establish a robust framework for service management that is based on best practice, including: ITIL IT service lifecycle management
• Enhance the customer experience and bolster customer satisfaction
• Accelerate customer problem resolution and provide self service 24/7
• Maximize efficiencies to improve time to resolution and meet service level agreements
• Align compliance requirements with organizational and governmental policies
• Strengthen user productivity and reduce support costs
• Automate multiple business processes like facilities management, HR, customer service and much more- offering a very unique value
• Facilitate continuous service improvement using trend, productivity and performance reporting

Offering the best value in the service desk market - Numara FootPrints provides unparalleled flexibility and ease-of use with enterprise-level functionality, that scales for large organization, but at a mid-market cost of ownership, ensuring that your bottom-line goals are achieved.

Numara FootPrints 9 supports ITIL V3 processes and is a certified toolset that has been verified by Pink Elephant through its PinkVERIFY Program. Numara FootPrints 9 has been assessed and verified for Incident, Problem, Change, Configuration, Service Catalogue and Knowledge Management, along with Request Fulfilment.

Numara FootPrints streamlines and centralizes support workflow for organizations of all sizes through extensive automation resources. Your 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 has been verified as being ITIL compatible by the Pink Elephant organization through its PinkVERIFY program. Providing a strong service management foundation, Numara FootPrints addresses numerous, critical ITIL service lifecycle processes:

• Centralized Service Management for all incidents, problems and service requests with comprehensive tracking and automation
• Complete Multi-channel Request Management for all incoming requests by phone, e-mail, the web, live chat and wireless devices
• 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 Architecture to create separate, unique and secure environments for different groups, departments, locations and business processes on a centralized platform
• Comprehensive Workflow Automation including extensive, fully customizable workflow and business rules
• Superior Two-way E-mail Management, including templates, auto-creation of tickets, automated e-mail conversation tracking, and attachments, among other features
• Change and Approval 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 Management for managing unlimited configuration items (CI) and their relationships in a fully integrated configuration management database (CMDB) without the complexity of other solutions
• Service Catalogue 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
• 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
• Extensive Reporting and Dashboards to track trends, performance, productivity and service levels for continuous improvement of service delivery
• 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

Practical and Flexible Business Process Automation with Numara FootPrints

One Solution to Centralize All of Your Business Processes Across Your Organization

Inherently flexible and adaptive, the web-based service management architecture of Numara FootPrints can be leveraged to automate numerous request-based business processes for the service desk and throughout the organization - beyond the scope of IT. This added value maximizes ROI on your service management solution investment. Numara FootPrints supports multiple languages to help you implement effective process automation throughout the world.

By leveraging a single, centralized system to track and automate multiple IT and business processes, you can streamline the workload for your IT staff. Concurrently, you can provide your employees and external customers with a consistent experience to manage their requests whether they are seeking an enhancement for an in-house application, reporting outages, or applying to Human Resources for time off.

The Benefits of Business Process Automation Are Significant

Consolidating multiple business processes with a single solution provides many benefits and delivers a strong return on your investment.

• Reduced costs associated with additional applications and maintenance fees
• Reduced IT staff time supporting, maintaining and providing training on numerous applications
• Simplify customer request management by providing a single, easy to use web portal for any type of request
• Champion and enhance data sharing, collaboration and synergy between business groups
• Generate metrics and reports on productivity, trends, and performance to manage workflow and resources effectively and optimize team effectiveness

Globally, many companies use Numara FootPrints for business process automation to streamline service management and diverse additional processes in their organizations:

• External Customer Service - Improve your customers' experience by providing a higher level of service, more rapid, response, and 24/7 access to multiple service options.
• Project Management - Increase visibility across the organization, enable stronger collaboration between groups with minimal effort and automate communication and reporting.
• Development and Bug Tracking - Strengthen development tracking and quality assurance (QA) controls over product releases, issues, bugs and improvement requests.
• Facilities Management - Implement a centralized problem reporting and request management process. Enforce accurate and timely preventative maintenance procedures. Keep track of replacement and services related to building and plant equipment.
• Human Resources - Generate automated processes and communication for human resource request management, such as "a new hire", as well as tracking and managing issues related to employee benefits.
• IT Outsourcing - Keep in-house and outsourced services in sync, while maximizing efficiencies and effectiveness with web access to a centralized system. Ultimately, you'll improve communications, increase visibility and boost responsiveness.
• Training Management - Coordinate, schedules and manage all training activities in your business

How Does Numara FootPrints Business Process Automation Work?

Numara FootPrints is a highly customizable software solution that has the innate versatility to adapt to your organization's requirements. It delivers fast and effective business process automation through an intuitive web interface that is easy to use for both technical and non-technical users.

Create unlimited, discreet workspaces for different functions in a single instance of Numara FootPrints. Fields, forms, workflows, security and look and feel can be tailored for each workspace.

Select from numerous built-in project templates to get your project started quickly, or design your own in minutes without any programming or technical knowledge needed.

Integrate separate processes through automated escalations and comprehensive reporting.

Give users access to submit and track their requests to different departments in a unified interface using the consolidated customer self service portal. They'll gain the ability to submit their requests via e-mail, web access or phone.

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