Numara FootPrintsPractical and FlexibleIT Service Managementfor the Real World

Numara FootPrints is a single solution to centralize multiple business processes across your organization with support for advanced technology and industry best practices.

Product Overview

Practical and Flexible Service Desk Automation for the Real WorldDelivering great service and aligning support operations with

your business can be a difficult challenge, especially without an

effective automation process that keeps up with changing and

complex requirements.

Actively used at mid-to-large sized

organizations throughout the

world for more than ten years,

Numara® FootPrints® is your single

solution for uncomplicated, cost-

effective IT service management.

Numara FootPrints is a 100%

web-based service desk solution

for internal and external support

automation. It gives you extensive

flexibility without extensive (and

expensive) configuration

requirements, operational

resource requirements and

implementation cycles typical of

other tools.

Built on an open and flexible

service management platform,

Numara FootPrints lets

organizations easily automate

extensive workflows and business

processes for different functions,

users and groups worldwide, with

support for multiple languages. In addition, Numara FootPrints

enables you to reduce costs and streamline management by

automating numerous business processes beyond the service

desk and IT – including compliance, development and bug

tracking, facilities management, and human resources tracking.

Comprehensive Service Desk Automation in a Single Solution

Easy User Access, Easy Implementation, Easy Administration

Numara FootPrints is 100% web-based – so all access for agents,

customers and administrators is through a standard web browser.

Numara Footprints works with Web browsers running on any

platform, including all Microsoft® Windows®, Apple® Mac®, UNIX®,

and Linux® systems. By eliminating the need for client software,

Numara FootPrints also eliminates the extra time and effort

typically spent on deploying, updating, or maintaining clients in

the field. Users can access the system securely from anywhere, at

any time, with tight security so only the right people will see the

right data – every time.

Work with a Well-Defined and Easy-to-Navigate 100% Web Architecture

Administer Numara FootPrints entirely

via the web with its straightforward,

easy-to-use screens. The solution

is platform agnostic and supports

Windows IIS and Apache® web servers

and Windows SQL®, MySQL® and Oracle®

databases on Windows, Linux or UNIX

servers. Numara FootPrints can support a strong

volume capacity, offering you the scalability and performance you

need today and in the future.

“ The fact that we’ve more than doubled our level one problem resolution management is really a testament to Numara FootPrints’ functionality, ease-of-use and flexibility.

“Greg Bridges Evergreen Packaging

Numara FootPrints

p: 813.227.4900 • f: 813.227.4501 • NumaraSoftware.com

Real-time Dashboards

ComprehensiveWorkflow Automation

Service Level Management

Web-basedAdministration

Web-basedReporting & Graphical Metrics

Service Asset & ConfigurationManagement

Web-based Service Management Solution

Calendar & Scheduling

Incident, Problem& Service RequestManagement

Mobility & Synchronization

SoftwareDeployment Asset

Management

Change & ApprovalManagement

Extensive 2 Way Email Integration

Self Service &Customer Portal

LDAP Directory Services Integration

Knowledge Management

TelephonyIntegration

Preventive Maintenance

Multiple Processes

Centralized Process Management

Fastest Time to Productivity

Platform Agnostic

Easy to Configure

No Programming

Dynamic SQLIntegration

Service CatalogManagement

Numara Footprints is a comprehensive service desk management solution that will centralize, automate and integrate multiple support processes with a low total cost of ownership.

Improve service delivery with centralized management of all incidents, problems and service requests

Reduce service management costs with consolidated service desk automation

Quickly and painlessly implement the ITIL® V3 service lifecycle processes you need

Ensure compliance with IT governance requirements with complete audit trails

Streamline and automate numerous processes within the service desk and beyond IT

Benefits

Enhanced Usability and Extensive Workflow Automation

Make Numara FootPrints Your Own with Easy Customization and an Intuitive Interface

Unlike other costly and complex products, Numara FootPrints

does not require any programming, deep technical expertise, or

long consulting engagements. Highly configurable, it supports

numerous, self-contained environments called “workspaces” for

different business processes, each with its own fields, forms,

users, workflow and settings. Numara FootPrints features an

extremely intuitive user-interface that gives administrators, agents,

and users instant access to critical information and lets them

complete tasks faster.

Improve and Accelerate Agent Workflow with Comprehensive Automation

Workflow automation is the key to making sure incidents,

problems, and changes are routed, escalated, resolved, and

tracked so you can continuously improve service delivery. Numara

FootPrints offers numerous automation options without any

programming or database administration required:

Build reusable templates to quickly generate common •

incidents and requests, including subtasks

Define auto-routing of incidents and requests to agents or •

teams based on extensive criteria selection

Create escalation rules and •

workflow that support flexible

criteria and automated actions

Calculate costs for a variety •

of business functions with

InstaCalc™ Design your own

graphical performance metrics

reports; run and email them

automatically

Schedule repetitive preventative •

maintenance templates for IT,

Facilities Management or other

business processes

ITIL V3 for the Real World

Adopt Best Practices with Practical ITIL V3 Support

More organizations have adopted the IT Infrastructure Library

(ITIL) best practice framework than any other standard for IT

service management (ITSM).

ITIL outlines a service

lifecycle approach to IT

operations in supporting

the business. Whether

you are just beginning to

formalize your IT processes

or fully embrace ITIL to

align IT with your business,

Numara FootPrints provides

practical, rapid ITIL V3

enablement for the vital

processes that support

the demands of your

customers.

ITIL functionality is designed into Numara FootPrints, not as

an add-on, but throughout the product, tightly integrating all

ITIL process in a comprehensive service management solution.

Numara FootPrints reduces the complexity and expense typically

required to implement ITIL processes by providing built-in

templates, menu driven customization, and workflow that you can

tailor quickly and easily to meet your needs.

Service Strategy and Design

Service Portfolio ManagementService Catalog ManagementService Level Management

Service Transition

Service Asset and Configuration Management

Change Management

Release Management

Knowledge Management

Continual Service Improvement

Service Reporting

Service Operations

Incident Management

Problem Management

Request Fulfillment

Event Management

Numara FootPrints is built on ITIL V3 processes.

“ In addition to all of the benefits that we have seen since implementing Numara FootPrints, the escalation features of the product are just a wonder-ful tracking system for us because any place that we are – in the office or at home – any hour of the day, we have the ability to update issues within the system. This is extremely important to an organiza-tion with a large remote

workforce.

“George Liptak Webmedx, Inc.

Numara FootPrints

p: 813.227.4900 • f: 813.227.4501 • NumaraSoftware.com

Support a Variety of ITIL V3 Processes

Incident Management –• Resolve incidents faster with

configurable forms, workflow, and customer access

Problem Management –• Perform root-cause analysis to

prevent incidents from recurring

Request Management –• Manage all service requests and

workflow to ensure effective service delivery

Event Management –• Monitor key systems with Numara

Network Monitor and automatically create incidents for

significant events in Numara FootPrints

Service Asset and Configuration Management –• Discover

assets with Numara Inventory Manager and visualize

configuration item relationships with Numara FootPrints

Configuration Management

Change Management –• Automate unlimited approval

workflows with full audit trail and secure email approval with

Numara FootPrints Change Management

Knowledge Management –• Build rich solutions with FAQ

categorization and authoring approvals

Release and Deploy Management –• Plan releases from

approved changes with Numara FootPrints and deploy custom

packages automatically with Numara Deployment Manager

Service Portfolio Management –• Design, approve and

manage the full life cycle of service offerings to customers and

other key stakeholders

Service Catalog Management –•

Create, publish and offer

customized menus of services

for end-to-end request

management

Service Level Management – •Enforce and report on agreed

upon response and resolution

times based on your service

level agreements

Service Reporting –• Create your

own trend and performance

reports with comprehensive

reporting tools to aid in the

continuous improvement to your

service delivery

Trust Numara Software

Numara FootPrints supports ITIL V3 processes and is a certified

toolset verified by Pink Elephant through its PinkVERIFYTM

Program. Numara FootPrints

has been assessed and verified

for Incident, Problem, Change,

Configuration, Service Catalog, and

Knowledge Management, along

with Request Fulfillment.

Customer Service Automation and the Customer Experience

Deliver an Exceptional Customer Experience and 24/7 Self Service

Customers demand a lot. They expect instantaneous responses

and access to effective service around the clock. Numara

FootPrints helps you provide faster service and deliver better

value to your customers

throughout the world.

Achieve your goal of

becoming a more

productive, world-

class support center by

improving your service

response time, service level

compliance and customer

communications with

knowledge management,

multi-channel submission,

service level management,

and customer surveys.

“ Simply put, Numara FootPrints had all of the features and functionality that we required at a price that was much less than any of its competitors. After receiving a product demo of Numara FootPrints, it was apparent to us that the solution was far superior in terms of on-going support, ease-of-installation and ease-of-use. For us, selecting Numara FootPrints as our new service desk

tool was an easy choice.

“Jim Epstein Devereaux Foundation

Numara FootPrints

p: 813.227.4900 • f: 813.227.4501 • NumaraSoftware.com

Customize Experience to Customer Groups

Offering a flexible, multi-workspace architecture, Numara

FootPrints allows you to manage multiple environments for

different types of customers. Each of these customer support

environments can offer a different customer experience in terms

of look and feel, workflow, knowledge, partitioned database

security, and even different languages, so you can better serve

the needs of all of your customers.

Comprehensive Knowledge ManagementWith Numara FootPrints, knowledge management is tightly

integrated into your incident, problem, and customer request

management processes. Simplify time-intensive responses

and reduce manual effort by retaining and re-using lessons

learned from previous issues. Agents can create reusable

solutions effortlessly, building a

knowledge base of solutions,

questions, answers, patches, and

procedures.

Extensive Two-way Email Management

Manage Incoming and Outgoing Support Email with Strong, Integrated Resources

Email has become the primary

form of communication in most

organizations, making integrated,

bi-directional email management

a key feature of any service desk

solution. Numara FootPrints

helps you improve efficiency

and ensure incidents and communications don’t fall through the

cracks. It offers a multi-channel solution that processes email

requests, tracks email conversations between customers and

agents, and provides customizable email notification templates.

Business Process Automation for the Service Desk and Beyond

Streamline and Automate Business Processes Throughout Your Organization

Numara FootPrints gives you a flexible service management

architecture that drives efficiency throughout the organization. You

can easily automate numerous request-based business processes

without programming. By providing a single, centralized system to

track and automate multiple IT and business processes, Numara

FootPrints streamlines the workload for your IT staff so you can

give employees and external customers a consistent experience.

“ Through its integrated email capabilities, Numara FootPrints has become a tremendous communication tool as we no longer have to go into Microsoft Outlook® to process and route inci-dents to agents. We simply check a box and an email is automatically generated each time a ticket is open,

closed, and/or updated.

“Isaac RamsinghMedical Center of Central Georgia

Numara FootPrints

p: 813.227.4900 • f: 813.227.4501 • NumaraSoftware.com

Customer Self Service Portal

CorporateService Desk

IT Service Management

Customer Service Center

311 CitizenResponse Programs

ClinicalEngineering

FacilitiesManagement

Human ResourceManagement

Development and Bug Tracking

ComplaintManagement

Training Management

EventManagement

IT ResourceManagement

ComplianceTracking

(ex: Sarbanes-Oxley, IT Governance,

etc.)

ITOutsourcing

One Solution − Multiple ProcessesFlexible and Adaptive

Service Management Architecture

Consolidated Service Desk

Business Process Automation

The exceptional flexibility and ease of customization inherent in Numara FootPrints makes it easy to automate many different business processes within the service desk and beyond IT – giving you unparalleled value.

Built-In Security Made SimpleSay goodbye to sleepless nights worrying about security. Numara

FootPrints offers peace of mind with built-in security that ensures

confidentiality, prevents unauthorized changes, and retains a

complete audit trail for compliance purposes. Security in Numara

FootPrints is handled at several levels:

It supports SSL (Secure Socket Layer) which is an Internet •

protocol (seen as HTTPS: in a URL) designed to encrypt the

information passing between the user and a system

For access, agents and customers are required to either •

provide a unique ID and password or be authenticated against

a Windows Active Directory® or a secure LDAP source

It simplifies security management by employing “roles,” which •

are sets of policies that can control everything at the individual

or group level – from what workspaces are accessible to what

functions are accessible and to what extent

Mobile Service Desk on the Go

Deliver Excellent Service Anywhere, Anytime

Numara FootPrints Mobile helps you speed customer problem

resolution and achieve service level agreements by providing your

agents with real-time, smartphone

access to important information in

your Numara FootPrints service desk

solution – from wherever they are.

Numara FootPrints Mobile works

with web browsers on Microsoft

Windows Mobile®, RIM®, Blackberry®,

and Apple iPhone® devices.

Reporting, Dashboards and MetricsYour service is great, now prove

it. Quantify current and historical

trends, performance and customer

satisfaction with powerful built-in

searching and reporting tools. The

Numara FootPrints reporting suite

includes a menu-driven report

writing tool that anyone can use, making it easy to create real-

time, customizable metrics and graphical reports with drill-down

capability to view details more quickly.

When on-demand reports aren’t enough, you can also configure

personal Numara FootPrints Flashboards and Dashboards for real-

time activity tracking and analysis. Easily analyze key metrics by

adding real-time charts to your dashboard along with RSS feeds

and other pertinent data.

“ Numara FootPrints lets me share my personal knowledge base with the entire department and continuously expand it with new data and solu-tions. This has shortened the learning curve as well

as our response time.

“Dale WishnerCity of Ontario

Numara FootPrints

p: 813.227.4900 • f: 813.227.4501 • NumaraSoftware.com

Charts have built-in drill down capability to see details more quickly

Integrations and Add-onsConnect Numara FootPrints to existing applications with these

easy-to-implement integration solutions.

Integrate Numara FootPrints to Your Contact Database

Using the Numara FootPrints Dynamic Address Book Link/

LDAP, Numara FootPrints can dynamically access contact records

stored in your corporate LDAP-based address book (including

Microsoft Active Directory, IBM® Lotus Notes®, etc) instead of a

local address book, eliminating inconsistent and outdated contact

information.

Integrate Numara FootPrints with other SQL-Compliant Databases

Numara FootPrints Dynamic SQL® Database Link gives you

dynamic access and field population of user contact, service

contract, asset and other data stored in SQL-based databases

(including Microsoft SQL Server®, MySQL, Oracle, etc).

Integrate Numara FootPrints with IT Asset Discovery Tools

Numara FootPrints Configuration Management includes an import

tool that can automate the process of retrieving asset information

from SQL-based asset discovery tools (such as the Numara

Asset Management Platform) and create or update configuration

item (CI) information in the Numara FootPrints Configuration

Management database (CMDB).

Integrate Numara FootPrints with Your CRM Sales Tracking System

Numara FootPrints CRM Bridge gives support teams dynamic

access to the latest customer contact data stored in your

Microsoft CRM, Salesforce.com®, or Salesnet® hosted CRM/Sales

Force Automation solutions. This helps you facilitate support calls,

close prospective deals, and improve communication lines.

Integrate Numara FootPrints with Your Phone System

Use Numara FootPrints Telephony to integrate with your phone

system and automate skill-based telephone call routing and auto-

populate tickets with the caller’s contact data.

Integrate the Functionality of Numara FootPrints into Other Applications

Web Services for Numara FootPrints uses standard SOAP/XML

protocols for easy to program, secure, open access in other

applications allowing you to create, modify, and close requests

directly from other applications, as well as create and modify

configuration items (CI) in the Numara FootPrints Configuration

Management database (CMDB).

Supported PlatformsSee Numara FootPrints Technical Specifications Brochure

“ After looking at so many choices, you intuitively know the right one when you finally see it. … but more importantly, I knew we could deploy Numara FootPrints ourselves, whereas the other product required hiring a third party integrator or having a Microsoft SQL Server data- base expert on staff – which we didn’t have at the time.

“Tom FratelloCity of Ventura

Numara FootPrints

p: 813.227.4900 • f: 813.227.4501 • NumaraSoftware.com

About Numara SoftwareWith 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. For more information, visit:

www.numarasoftware.com.

100495-1109

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p: 813.227.4500 • f: 813.227.4501

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European HeadquartersDavidson House Forbury Square Reading, RG1 3EU, UK

NumaraSoftware.com

Numara FootPrints