FootPrints

IT service desk automation software for mid-size businesses.

3,5 /5 (25 reviews) Write a Review!

FootPrints Overview

What is 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.

FootPrints Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

To receive accurate pricing, contact FootPrints service desk directly.


FootPrints Features

Devices
Business size
S M L
Markets
United States
Supported Languages
English, French, German, Portuguese, Spanish

Media

Utilize drag & drop workflow designer
Manage actions
Manage personalized portals
View current activity
Access IT knowledge base
See visual impact analysis
FootPrints video FootPrints video FootPrints screenshot: Utilize drag & drop workflow designer FootPrints screenshot: Manage actions FootPrints screenshot: Manage personalized portals FootPrints screenshot: View current activity FootPrints screenshot: Access IT knowledge base FootPrints screenshot: See visual impact analysis

FootPrints Reviews

FootPrints Reviews

Overall rating
3,5
/
5
Excellent
4

Very good
10

Average
7

Poor
2

Terrible
2

Value for Money
3,4
Features
3,6
Ease of Use
3,4
Customer Support
3,6
56% recommended this app
Alessandro M.

Excellent process and project support tool

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.


Verified Reviewer

Solid Ticket Tracking Solution

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.


Debra L.

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


Harold P.

Footprints does a great job keeping your help desk tickets in order.

Footprints does a great job managing help tickets.


Stacey K.

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


Alessandro M.
Industry: Computer Software
Company size: 201-500 Employees

Excellent process and project support tool

Used Daily for 2+ years
Reviewed on 2020/03/18
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Restaurants
Company size: 10 000+ Employees

Solid Ticket Tracking Solution

Used Daily for 2+ years
Reviewed on 2019/04/01
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Debra L.

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

Used Daily for 2+ years
Reviewed on 2017/05/16
Review Source: Capterra

Pros

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.

Cons

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?

Response from BMC Software

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Harold P.
Industry: Primary/Secondary Education
Company size: 11-50 Employees

Footprints does a great job keeping your help desk tickets in order.

Used Daily for 2+ years
Reviewed on 2017/08/16
Review Source: SoftwareAdvice

Footprints does a great job managing help tickets.

Pros

Configuration can be granular and specific for your needs
Includes Knowledge base library
Good query for tickets
Email tickets are very descriptive
Can assign roles to users

Cons

Initial configuration is involved, but straight forward.
A bit of a learning curve for those who are not tech savvy.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Stacey K.

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

Used Daily for 2+ years
Reviewed on 2017/08/07
Review Source: Capterra

Pros

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

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

User recommendation
7/10
Based on 25 user ratings
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FootPrints Pricing

FootPrints Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

To receive accurate pricing, contact FootPrints service desk directly.

To receive accurate pricing, contact FootPrints service desk directly.

Value for Money
3,4/5
Based on 25 user ratings
Compare value for money rating with alternatives
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FootPrints Features

FootPrints Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
3,6/5
Based on 25 user ratings
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Categories

Additional information for FootPrints

Additional information for FootPrints

Key features of FootPrints

  • API
  • Active Directory integration
  • Activity dashboard
  • Activity management
  • Activity tracking
  • Alerts / escalation
  • Approval process control
  • Assessment management
  • Audit trail
  • Auditing
  • Automatic notifications
  • Business process control
  • CRM integration
  • Change management
  • Client management
  • Client portal
  • Configurable workflow
  • Configuration management
  • Customer experience management
  • Customizable approvals
  • Customizable reporting
  • Dashboard creation
  • Data visualization
  • Drag & drop interface
  • Dynamic SQL link
  • Escalation management
  • Event triggered actions
  • Feedback collection
  • Feedback management
  • History tracking
  • Incident management
  • Knowledge base
  • Portfolio management
  • Prioritizing
  • Progress tracking
  • Project management
  • Real time data
  • Real time monitoring
  • Records management
  • Remote control
  • Reporting & statistics
  • Request assignment
  • Self service portal
  • Service catalog
  • Service desk management
  • Service level management
  • Service requests
  • Support ticket tracking
  • Survey management
  • Third party integration
  • Ticket management
  • Version control
  • Visual impact analysis
  • Web Service API
  • Workflow management

Benefits

  • 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.

  • FootPrints FAQs

    FootPrints FAQs

    Below are some frequently asked questions for FootPrints.

    Q. What type of pricing plans does FootPrints offer?

    FootPrints offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    To receive accurate pricing, contact FootPrints service desk directly.

    Q. What are the main features of FootPrints?

    FootPrints offers the following features:

    • API
    • Active Directory integration
    • Activity dashboard
    • Activity management
    • Activity tracking
    • Alerts / escalation
    • Approval process control
    • Assessment management
    • Audit trail
    • Auditing
    • Automatic notifications
    • Business process control
    • CRM integration
    • Change management
    • Client management
    • Client portal
    • Configurable workflow
    • Configuration management
    • Customer experience management
    • Customizable approvals
    • Customizable reporting
    • Dashboard creation
    • Data visualization
    • Drag & drop interface
    • Dynamic SQL link
    • Escalation management
    • Event triggered actions
    • Feedback collection
    • Feedback management
    • History tracking
    • Incident management
    • Knowledge base
    • Portfolio management
    • Prioritizing
    • Progress tracking
    • Project management
    • Real time data
    • Real time monitoring
    • Records management
    • Remote control
    • Reporting & statistics
    • Request assignment
    • Self service portal
    • Service catalog
    • Service desk management
    • Service level management
    • Service requests
    • Support ticket tracking
    • Survey management
    • Third party integration
    • Ticket management
    • Version control
    • Visual impact analysis
    • Web Service API
    • Workflow management

    Q. Who are the typical users of FootPrints?

    FootPrints has the following typical customers:

    Small Business, Mid Size Business

    Q. What languages does FootPrints support?

    FootPrints supports the following languages:

    English, French, German, Portuguese, Spanish

    Q. What type of pricing plans does FootPrints offer?

    FootPrints has the following pricing plans:

    Subscription

    Q. Does FootPrints support mobile devices?

    We do not have any information about what devices FootPrints supports

    Q. What other apps does FootPrints integrate with?

    FootPrints integrates with the following applications:

    Remote Support

    Q. What level of support does FootPrints offer?

    FootPrints offers the following support options:

    Phone Support, Online Support, Forum, Knowledge Base, Video Tutorials