While many people purchase FootPrints to solve
a specific functional need, such as tracking internal Service Desk, external
support center/CRM or development/bug tracking activity, FootPrintscan be used for a variety of business functions and departments, supporting
both employee and external customers.
Some of the departments or business functions that can
benefit by using FootPrints for Issue management include:
Human resource tracking,
including tracking recruiting efforts job applicants
Maintenance contracts
Management Issue
tracking
Training
The primary feature that makes FootPrints so flexible
is that it is Workspace-based.
Each Workspace is a separate sub-database within the system that can have
its own fields, forms, users and settings. It is this feature that
enables you to create different areas within the system for different
departments to use.
New Workspaces are created by the System Administrator
under Administration
| System | Workspaces. Once a Workspace is created, it
can be administered by a Workspace Administrator. Each area, or Workspace,
can be easily configured to include fields, settings, functions, reporting,
etc. that fulfill its specific needs. While each Workspace is a discrete
area, The FootPrints cross-workspace functions can be used to aid communication
and cooperation between Workspaces and departments. These functions
include cross-workspace reports, cross-workspace Issue copy/move, Address
Book sharing, and email notification/cc.
Release 11.6 contains the following Workspace templates:
Corporate Service Desk—This is intended for a typical corporate service desk that supports hardware, software, network, and other IT issues for employees of the company.
FootPrintsCustomer Service—This template is intended for use by a customer service department that supports outside customers on the company's products and services.
Asset Requisitioning—This template is designed for purchasing.
Customer Survey—This template is used for responses to your customer surveys. This template takes you through a slightly different series of steps than the other templates. (only visible for new workspaces, not new installations).
Facilities Management—This template helps track maintenance and other facilities requests.
HIPAA Patient Management—The HIPAA Patient Management template was created to help medical facilities track and manage patient personal, insurance, and payment information, as well as visits, services rendered, and future appointments.
Human Resources Management - This template is used to track individual employee change requests.
Incident Management—This is an ITIL-compatible (Information Technology Infrastructure Library) workspace template for Incident Management.
Problem Management—This is an ITIL-compatible (Information Technology Infrastructure Library) workspace template for Problem Management.
Issue Tracking—This is a generalized template for tracking any kind of issues or workspaces that need to be tracked.
IT Outsourcing—This template is designed to keep track of IT issues for an IT Outsourcer who provides Third-Party technical support and services for another organization.
Resource Management—This template is designed to help an IT department track and manage both hardware and software that it might loan or otherwise install.
Sales Tracking—This template is designed to help a sales team track leads, quotes, and perform contact management.
Software Change Management—This template can be used for development and quality assurance teams to track feature requests, bugs, and other issues regarding a company's software products.
Training—This template is useful for an IT department that trains its employees, as well as for other training organizations uses.
Only Available with Change Management:
Change Management—This template can be used to track change requests for any number of categories. It is based on the ITIL standard.
SOX Financial Control Management—This template is designed to track process controls that relate to financial procedures and processes. The template was created in response to Sarbanes-Oxley requirements.
SOX IT Change Management—This template is designed to ensure that changes made to financial data comply with Sarbanes-Oxley requirements. The Issue page that is created with this template contains sections that are Status-dependent, meaning that the sections of the Issue expand or collapse depending on the value in the Status field.
Only Available with Change and Configuration Manager:
IT Service Management—This template creates Incident, Problem and Change Management workspaces integrated into a centralized CMDB.
This document contains detailed templates and suggestions
for the following Workspace types:
Corporate Service Desk
FootPrints Customer Service
IT Service Management (BMC Change Management and FootPrints Configuration Manager license required)
Asset Requisitioning
Change and Release Management (BMC Change Management licenses required)
Survey (only visible for new workspaces, not new installations)
SOX Financial Control Management (BMC Change Management license required)
SOX IT Change Management (BMC Change Management license required)
The fields and settings in the templates below are only suggestions.
Feel free to adapt them to your needs. The templates are also useful
as a checklist when planning a new Workspace in considering
all of the many options available. Refer to the FootPrints Reference
Manual or online documentation for detailed information and instructions
on configuring and using the features mentioned below.