FootPrints

3.5 (34)
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IT service desk automation software for mid-size businesses.

About FootPrints

FootPrints service desk is an IT service desk management & automation software for mid-size organizations, with personalized portals & a mobile-optimized interface. Users can create personalized experiences for their employees to increase their productivity, while Admins can quickly configure end-to-end business services for IT and beyond. The cloud-based solution provides tools for change management, service catalog and portfolio management, knowledge management, workflow automation, and more.

With the service desk tools, users can create incidents with the click of a button, either from scratch or using one of the many pre-built templates for common incidents. Incidents can be assigned to employees and be tracked throughout their resolution. A knowledge base can be created in order to facilitate customer self service with the aim of reducing customer service requests, and different knowledge bases can be created for different types of users.

FootPrints service desk integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. With configuration management capabilities, FootPrints service desk serves to streamline the automation of service delivery and improve employee satisfaction.


Key benefits of FootPrints

  • Supports native client management integration with BMC Client Management, Active Directory and SQL databases.

  • Includes drag and drop workflow designer to automate business processes and tasks and incorporate rules and approvals.

  • Offers an intuitive mobile interface from which users can view assignments, manage cases, and update records.

  • Allows users to create unlimited portals for different types of business users and manage permissions to control who has access to which areas.

  • Provides reporting capabilities so that users can gain insight into metrics such as open incidents, unresolved incidents, incidents by priority, and more.

  • Images

    FootPrints Software - Utilize drag & drop workflow designer
    FootPrints Software - Manage actions
    FootPrints Software - Manage personalized portals
    FootPrints Software - View current activity
    FootPrints Software - Access IT knowledge base
    FootPrints Software - See visual impact analysis
    View 8 more
    FootPrints video
    FootPrints video
    FootPrints Software - Utilize drag & drop workflow designer
    FootPrints Software - Manage actions
    FootPrints Software - Manage personalized portals
    FootPrints Software - View current activity
    FootPrints Software - Access IT knowledge base
    FootPrints Software - See visual impact analysis

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    Reviews

    Overall rating

    3.5 /5
    (34)
    Value for Money
    3.4/5
    Features
    3.5/5
    Ease of Use
    3.4/5
    Customer Support
    3.6/5

    Already have FootPrints?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 34
    Alessandro
    Alessandro
    Overall rating
    • Industry: Computer Software
    • Company size: 201–500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Excellent process and project support tool

    Reviewed on 2020/03/18

    We acquired Footprints at the bank where I worked in 2004, and they still use that system today. It...

    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.

    Pros

    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.

    Cons

    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.

    Alternatives Considered

    JIRA Service Management
    Teresa
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Effective Incident Management tool

    Reviewed on 2024/04/08

    The best part is the workflow and notifications are sent based on the status selected. Footprints...

    The best part is the workflow and notifications are sent based on the status selected. Footprints is a great incident management tool. As a queue manager, I would highly recommend this software.

    Pros

    The most useful part of Footprints in my position as a queue manager, is that once you select a status, it automatically selects the appropriate email addresses to notify. I also like the ability to click a button to expand the incident information in order to see more of the details provided.

    Cons

    The only con that I experience is downloading attachments. You have to select the attachment before being able to download.

    Michael
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Version 12 has been the most painful experience in my IT career

    Reviewed on 2017/11/29

    Pros

    There is very little to like about this product. Ii guess if i had to pick one thing it would be i like the color scheme.

    Cons

    Support is horrible, there are only a couple (literally two at the time of this review) senior support staff that have any knowledge about this product. The API does not work consistently. Random business rules stop working after a publish and supports only answer is to recreate the rules. We have consistent deadlock errors on the database, we have tracked it down to the table that contains ALL of the relationships for every item in the system. Support says they are looking at it, but we have seen this for about a year now and there is no resolution as of yet. If you don't believe my review, check the BMC communities and look at the idea section for footprints. You will find scads of suggestions about returning out of the box functionality that were in older versions of FP that is missing in v.12.x.

    The migration was extremely painful it consisted of rebuilding everything from the start and the finished product is in such a bad state that the suggestion about what it would take to go back to version 9 has been discussed. it is not about bad logic in the rules, because when they work, it works. you just don't know what you will have after you publish. BMC needs to rethink what they did to the FP product.

    Response from BMC Software

    Thank you for sharing this feedback. If you ever have an issue with our support team, please ask to speak to management immediately so we can address it. Our support team has consistently high satisfaction ratings so the experience you describe is not typical nor something we would be happy with. As for the product issues, during a recent visit by one of our partners to your site, we were able to join and conduct an in-depth analysis of your setup. During that evaluation we identified a number of configuration issues and based on those findings we provided several recommendations that your team is in the process of implementing. We are confident that when this is completed you will have a much improved situation. Please reach out to us directly once the work is completed and we will continue to work with you and your team until you are satisfied.

    Verified Reviewer
    Overall rating
    • Industry: Higher Education
    • Company size: 5,001–10,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Dependable

    Reviewed on 2022/07/11

    Footprints is reliable and does its job, even if it's a bit old-fashioned and clunky.

    Footprints is reliable and does its job, even if it's a bit old-fashioned and clunky.

    Pros

    I liked that we could configure forms to request needed information based on request type and details, as well as configure automatic routing to correct teams. Fields and routing were automatically filled out upon selecting specific details. It was nice that we could automatically create tickets from incoming emails to service account mailboxes. Tickets could track time spent working on the issue. Notifications were automatically sent to stakeholders based on status.

    Cons

    Unable to resend attachments from previous ticket updates. Inadequate size limit on attachments; failure to update by email if attachment exceeded limit. Instructions to reply by email are unclear; if reply message was not precisely formatted, response text is cut from ticket update. Have to take the system down to publish changes or apply updates.

    Verified Reviewer
    Overall rating
    • Industry: Restaurants
    • Company size: 10,000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Solid Ticket Tracking Solution

    Reviewed on 2019/04/01

    We have used this software to track helpdesk tickets, system access requests, and change management...

    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.

    Pros

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

    Cons

    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.

    Showing 5 reviews of 34 Read all reviews

    FootPrints FAQs

    Below are some frequently asked questions for FootPrints.

    FootPrints offers the following pricing plans:

    • Starting from: US$1,000.00
    • Free Trial: Available

    To receive accurate pricing, contact FootPrints service desk directly.

    FootPrints has the following typical customers:

    2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    FootPrints supports the following languages:

    English

    FootPrints supports the following devices:

    We do not have any information about what integrations FootPrints has

    FootPrints offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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