FootPrints

FootPrints

von BMC Software

Wer verwendet FootPrints?

Kleine bis mittlere Unternehmen, die von der Rationalisierung und Automatisierung ihrer Service Desk- und ITSM-Prozesse in einer vollständig anpassbaren ITIL-verifizierten Service Desk-Lösung profitieren würden.

Was ist FootPrints?

Leicht zugängliches, zu verwendendes und zu erweiterndes IT-Service-Management für mittelständische Unternehmen. Erstelle personalisierte Erfahrungen für dein Personal, um die Produktivität zu steigern. Administrationsfachleute können End-to-End-Unternehmensdienste für IT und darüber hinaus schnell konfigurieren. FootPrints lässt sich in andere Systeme wie BMC Client Management, Active Directory, SQL Datenbanken und mehr integrieren. Konfigurierbare Funktionen rationalisieren die Automatisierung der Servicebereitstellung und verbessern die Zufriedenheit des Personals sowie den Ruf der IT unter deinen Geschäftsnutzern.

FootPrints – Details

BMC Software

http://www.bmc.com

Gegründet 1980

FootPrints – Kostenübersicht

FootPrints bietet keine Gratisversion, aber eine kostenlose Testversion.

Kostenlose Version

Nein

Gratis Testen

Ja

Einsatz

Cloud, SaaS, Web

Installiert - Windows

Training

Persönlich

Live Online

Webinare

Dokumentation

Kundenbetreuung

24/7 (Live Vertreter)

Support während der Geschäftszeiten

Online

FootPrints Funktionen

ITSM Software (IT-Service-Management)
Konfigurationsmanagement
Problem-Management
Projektmanagement
Self-Service Portal
Störfallmanagement
Verfolgen von Vermögensanlagen
Verfügbarkeit-Management
Versions- und Bereitstellungsmanagement
Vertrags-/Lizenz-Management
Veränderungsmanagement

FootPrints – Nutzerbewertungen

Zeigt 5 von 25 Nutzerbewertungen

Gesamt
3,5/5
Benutzerfreundlichkeit
3,4/5
Kundenservice
3,6/5
Funktionen
3,6/5
Preis-Leistungs-Verhältnis
3,4/5
Alessandro M.
IT Governance Consultant
Computer-Software, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 18.3.2020

"Excellent process and project support tool"

Kommentare: We acquired Footprints at the bank where I worked in 2004, and they still use that system today. It is used for Basically helping in IT Demand Management processes (Incidents, RFCs, RFSs, etc.). And we quickly discovered
that the tool would be useful to support other business processes as well.
We then use Footprints in IT Project Management (Footprints forms are super customizable and this was very useful for registering and monitoring projects). It was a happy surprise when we were able to implement Footprints in other departments besides IT, we had not planned this, the IT department won many points for that. Because we had a fast implementation solution and we became one of the main suppliers of operational performance reports (from the different sectors of the company). So we start to used Footprints in the area of Internal Controls and Compliance, where we made forms specialized in these activities and methodologies (5W2H for example). Our Legal department has also adopted the tool. Because the alert configuration features (based on elapsed time or status) worked very well to support their activities, in addition to the feature of recording time spent by activity, for billing of lawyers' hours to be separated by cost center, this was very cool.

Vorteile: Extremely easy customization of support forms page;
We use it in several sectors of the company, such as: IT Infrastructure, IT Projects, Internal Controls, Legal, Compliance, Accounting, Administrative, Customer Service and HR;
Low cost due to the possibility of using named licenses and shared licenses;
Low hardware cost, you don't need anything dedicated.
So, to complete the pros. A good administrator of the tool must know the company's processes, once this professional knows the company's processes, he will have in hand a quick implementation solution (Footprints) to control processes and projects, without having to wait for the development of a software to support such a need.

Nachteile: As for cons, we can note that the tool is not so easy to integrate and the support team is not very good at suggesting solutions for this. It is important to have a well-trained person who knows the business processes of the company
to be able to make the most of Footprints' features. If the company does not have this type of
professional, there is a risk of not being able to make good use of the tool.
Don't expect Footprints support to offer you a super solution, they usually have a vision
limited to technical aspects of the tool, the ideal technical profile to manage this system
is someone with some background in IT and who knows business processes well.

  • Quelle des Nutzers 
  • Bewertet am 18.3.2020
Verifizierter Rezensent
Network Admin
Restaurants, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 1.4.2019

"Solid Ticket Tracking Solution"

Kommentare: We have used this software to track helpdesk tickets, system access requests, and change management for many years now and it's overall worked very well with very little trouble. Support when needed has always been great too.

Vorteile: I like that we've been using it for over 10 years now with not 1 major issue with it.

Nachteile: The licensing cost seems a little steep I feel like there should be some sort of a discounted price for use over time as well.

  • Quelle des Nutzers 
  • Bewertet am 1.4.2019
Debra L.
Help Desk Systems Manager
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    3/5
  • Benutzerfreundlichkeit
    2/5
  • Eigenschaften & Funktionalitäten
    3/5
  • Kundenbetreuung
    3/5
  • Preis-Leistungs-Verhältnis
    3/5
  • Wahrscheinlichkeit der Weiterempfehlung
    Nicht bewertet
  • Quelle des Nutzers 
  • Bewertet am 16.5.2017

"Footprints 12 was a big step backwards. The interface is much more complex to learn"

Vorteile: I liked Version 11 with five stars but they are dropping support next June 2018. The Escalations that automate processes was also very nice. System was very easy to use and was easy to navigate. All the bells and whistles that automated processes was extremely beneficial for our company. I was really pleased with this product.

Nachteile: We were pushed into a new version that is basically a shell and you have to create most processes that are pre-built in other products. What was BMC thinking? Up to this version I have always had a great experience. They took away several features that are going to cause us a lot of work, no quick descriptions and no quick actions which was one of the reasons we bought this product. I think their level 1 desk is in India they only take ticket info. What happened to supporting the USA economy?

Antwort des Softwareanbieters

von BMC Software an 7.6.2017

Hi Debra, it sounds like there has been a miscommunication or misunderstanding here.

FootPrints 11 Support
We have no plans to end support for FootPrints 11. It is still fully supported. There are also no plans to force anyone to move to FootPrints 12.

Tech Support
To better support our global customer base, we added capacity in the US, UK, Mexico & India as well as a global triage center to ensure that everyone is served effectively, especially those with severity 1 issues who are routed to the front of the queue during triage.

Configuration
FootPrints 12 is more powerful & customizable than ever before & includes many automation features. Most customers use FootPrints as their Service Desk & it includes built-in templates for this.

If you dont mind, we will follow up with you directly to get more clarity on the support issues and to provide help with configuration.

  • Quelle des Nutzers 
  • Bewertet am 16.5.2017
Stacey K.
Senior Manager, Service Desk
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    Nicht bewertet
  • Quelle des Nutzers 
  • Bewertet am 7.8.2017

"I am the Footprints admin and part of the set up/customization team for our company"

Vorteile: Customization and the ability to have different work spaces or containers. Different work spaces allow multiple teams to have their own ticketing space. Support team is great

Nachteile: Opening a ticket via phone - the first group you speak with is out sourced and they don't always comprehend English well

  • Quelle des Nutzers 
  • Bewertet am 7.8.2017
Teresa L.
Quality Assurance Analyst
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    Nicht bewertet
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    8/10
  • Quelle des Nutzers 
  • Bewertet am 6.12.2019

"Great software that just needs a few minor enhancements"

Kommentare: Overall it's a good product that we use to manage tickets that are submitted by the client to our help desk. There are minor enhancements that would be nice to have, such as the ability to open attachments with a double click.

Vorteile: I like that the software automatically sets send email to customer based on status and that all communication is in one place.

Nachteile: I dislike the fact that attachments need to be downloaded and opened rather than a double click to open.

  • Quelle des Nutzers 
  • Bewertet am 6.12.2019