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Numara FootPrints for IT Service Management has been designed for
anyone wishing to realise ITIL as the process framework for service
delivery.
Core to Numara FootPrints ITSM is the Configuration Management
Database (CMDB) which allows the IT service desk to take control of
the infrastructure and desktop layers to ensure all impact and risks
are managed through known dependencies. As such Numara FootPrints
puts IT in a position to deliver to the business the one thing it
craves – maximum availability of systems, applications and services.
By holding so much about the end-user (customer or employees) and
the items they are dependent on allows Numara FootPrints to
logically present information over the web using Numara FootPrints
e-Service. End-users can manage and resolve their own issues by
accessing the knowledge base without IT ever losing sight of the
issue, so in the event it remains unresolved an analyst can quickly
pick-up the problem and run with it. The ease which processes can be
realised enables core ITIL service delivery modules such as Service
Level Management and Change Management to also be adapted to
incorporate your own best practice by further automating existing
processes, such as purchasing requisitions.
One of the big issues facing IT Managers today is resourcing 1st,
2nd and 3rd line support groups. The reporting capabilities within
Numara FootPrints allows performance by support groups to be
measured against qualifying criteria such as Service Level
Agreements that will generate decision support intelligence to gauge
the type of demands being placed on IT and how effective its service
delivery is.
Workload and burden can be measured as well as highlighting areas
where skills maybe deficient. Don’t forget Numara FootPrints is an
ideal solution for areas such as compliance (Sarbanes Oxley,
Connecting Health) where its ability to track incidents or problems
and report on the availability of critical applications and systems
are necessary to satisfy reporting and returns requirements.
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