BMC FootPrints Incident & Problem Manager

Managing the impact of IT incidents and problems while expediting resolution and controlling cost has become an ongoing reality for any modern IT Service Desk.  When outages or issues occur, you need the ability to restore normal service operations as quickly as possible.  Turn to the automated incident response and problem resolution solution that helps IT effectively manage costs, maintain customer satisfaction and deliver best in class service to the business.

• Restore service during an incident
• Improve service desk incident resolution rates
• Identify trends to reduce reoccurring incidents
• Track and document the incident resolution process
• Communicate with technical support and impacted users

Powerful, Efficient Solution

With BMC FootPrints® Incident and Problem Manager, you have the power to gain control over the entire end-to-end incident & problem resolution process.   More specifically, you can automate, manage, track and tailor your workflow for Incident and Problem Management in a modern, Web 2.0 solution. From the intuitive drag-and-drop Form Designer and customizable Self-service Portal, to the actionable Executive Dashboard, FootPrints Incident and Problem Manager helps you ensure that all incidents and problems are quickly and cost-effectively recorded, managed and resolved.

Streamline Problem Resolution with Process Automation

FootPrints Incident & Problem Manager delivers new levels of process automation, leveraging ITIL best practices, so you can automatically assign:

• Priority by incident type and associated impact
• Resolution responsibility to the best available IT resource

Easily configurable escalation and notification processes help you keep all technicians and customers up-to-date on the issue status and expedite decision making.  Furthermore, FootPrints Incident and Problem Manager can automatically deploy customer satisfaction surveys to help you ensure feedback is collected to optimize your service quality going forward.

Improve Communication with Dashboards and Real-Time Reporting

FootPrints Incident and Problem Manager provides you with valuable, actionable information regardless of your role.  Flexible, powerful dashboards present relevant information, at a glance, to help service managers and directors understand and articulate how the service desk is performing. 

Prevent Future Problems with Incident, Resolution Correlation

FootPrints Incident and Problem Manager tracks the relationships between historical incidents and their resolutions, helping you to simplify both reactive and proactive problem management. Automatically identifying root cause of past incidents and proposing improvements and resolutions when incidents reoccur, FootPrints Incident and Problem Manager helps you prevent future issues and meet Service Level Agreements (SLAs).

The BMC FootPrints family of solutions

FootPrints Incident & Problem Manager is part of the FootPrints family of products and solutions for IT Lifecycle and IT Service Management. Built from the ground up as a modular yet integrated system, FootPrints products can be purchased separately or as a part of our broader FootPrints solutions including: Service Management, Service Desk, Lifecycle Management, Desktop Management and Security & Compliance Management.

Try FootPrints Incident & Problem Manager

Experience FootPrints Incident & Problem Manager first-hand and see how it will meet your specific needs.  Request your 30-day fully-functional evaluation today.