IT Service Management: ITIL V3 for the Real World with Numara FootPrints

Practical and Flexible IT Service Management Solutions for the Real World

The ITIL® framework of best practices has been adopted by more organizations than any other standard for IT service management. The IT Infrastructure Library® outlines a service lifecycle approach to IT operations in supporting the business. Adopting the framework involves upfront planning, resources, and commitment. It requires the IT organization to carefully consider its approach to the implementation and the solution that will align these processes with the needs of the business. Numara FootPrints – ITIL V3 for the Real World Whether you are in the initial stages of formalizing your IT processes or seeking to embrace ITIL V3 to align IT with your business, Numara® FootPrints® offers unmatched flexibility and painless implementation – without the overhead found with other solutions. As the leading, 100% web-based service management solution, Numara FootPrints provides practical, rapid ITIL V3 enablement for the vital processes that support the demands of your customers, allowing you to give them the best possible experience. Numara FootPrints also offers a configurable customer portal integrated with your intranet or Internet site for proactive support of customer incidents and service requests. Numara FootPrints offers a web-based architecture, built-in templates and flexible workflow, all which contribute to reduced time and effort necessary to implement ITIL processes. It can be tailored to meet your business and IT needs quickly and easily and without programming. Lengthy consulting engagements or extensive technical skills are not required. Numara FootPrints is built on ITIL v3 processes Numara FootPrints provides optimal support for the following ITIL service lifecycle processes:

Incident Management – Accelerate incident resolution with configurable forms and sophisticated workflow Problem Management – Perform root-cause analysis to prevent incidents from reoccurring Request Management - Optimize service delivery by managing all service requests and related workflows with optimal effectiveness Event Management - Monitor key systems with Numara Network Monitor and create incidents automatically for significant events in Numara FootPrints Service Asset and Configuration Management - Discover assets with Numara Asset Manager and enhance your visibility of configuration item relationships withNumara FootPrints Configuration Management Change Management - Automate unlimited approval workflows with full audit trail and secure e-mail approval with Numara FootPrints Change Management Knowledge Management - Build a robust knowledge base of rich solutions with FAQ categorization and knowledge authoring approvals Release and Deploy Management - Plan releases from approved changes with Numara FootPrints and deploy custom packages automatically with Numara Deploy Service Portfolio Management - Design, approve and manage service offerings to customers and other key stakeholders Service Catalog Management - Create, publish and offer customized menus of services to internal and external customers based on their role for end-to-end request management with Numara FootPrints Service Catalog Service Level Management - Enforce and report on agreed upon response and resolution times based on your service level agreements and their related services Service Reporting - Create your own trend and performance reports with comprehensive and easy to use reporting tools to aid in the continuous improvement to your service delivery. To get started building your ITIL service desk quickly, your organization can use the built-in ITIL process templates in Numara FootPrints, which are easily customized. ITIL compatibility is a key component to an optimal service management solution. But flexibility and usability coupled with time and cost to implement and customer support can vary greatly from vendor to vendor. Our team at Numara® Software is dedicated to giving you the best customer experience and providing the products you need every step of the way – ensuring that you can deliver the best experience to your customers. Related Links For more information regarding Numara FootPrints and ITIL best practices, download our Numara FootPrints for IT Service Management (ITIL) Brochure (PDF) For information on Asset Management click here For information on Change Management, click here For information on Service Catalog Management, click here For more information on the architecture, database design, technical specifications and suggested hardware, download ourTechnical Overview (PDF)