All the planning in the world can’t avoid disruptions to your IT services, whether it’s a reduction in the quality of service or a complete outage. Unfortunately, equipment will malfunction and people will make mistakes – things that you have little control over.

But you do have control over how quickly your IT services are up and running again should they fail.

IT incident & problem management software, such as BMC Footprints® Incident & Problem Manager, will help you quickly identify the root cause of an incident and the most appropriate solution to resolve it. And speed-to-resolution is essential, not just to keep your users happy, but to avoid any penalties you might incur for breaching your Service Level Agreements (SLAs).

Efficiency through automation

With FootPrints Incident & Problem Manager you will have incredibly efficient, automated incident-tracking and problem-resolution at your fingertips.

From incident submission via telephone, email and web to resolution and closure, FootPrints Incident & Problem Manager delivers new levels of process automation. Incident priorities can be automatically set based on impact and type and then assigned to the best available IT resource. You can configure automatic notifications and escalations to ensure your technicians and customers are kept up-to-date on the status of their incident. Even the collection of customer satisfaction surveys is automated to ensure feedback is timely and available to optimize your service quality.

Unlike other solutions, FootPrints Incident & Problem Manager is fully configurable to give you complete control over the entire end-to-end incident & problem resolution process. This allows you to find a solution that’s right for your business.

Freedom to simply…harness the power of incident & problem relationships

FootPrints Incident & Problem Manager tracks the relationships between historical incidents and their resolutions and handles both reactive and proactive problem management with ease. It will help you identify the root cause of past incidents and propose improvements and resolutions should similar incidents occur again.

But prevention is better than a cure. This is where FootPrints Incident & Problem Manager excels as it lets you take a proactive role by identifying weaknesses or errors in your infrastructure and proposing the most appropriate resolutions, thus preventing incidents from occurring.

Minimize your incident escalation costs

Not all IT staffs are equal – at least not when it comes to their skills and salaries! This is where FootPrints Incident & Problem Manager can deliver a strong financial benefit beyond improvements in process efficiencies; the reduction in cost you can achieve due to fewer incidents being escalated to more expensive technical resources.

With each escalation, from the 1st line to the 2nd or 3rd line of your support-staff, your cost to resolve also escalates. With FootPrints Incident & Problem Manager you can contain your IT costs more effectively. By ensuring your front-line support team has access to powerful problem management tools, they can resolve more incidents on first contact without escalation.

The BMC Footprints® family of solutions and products

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.

To offer you the utmost flexibility, FootPrints products are available with perpetual user licenses or as ‘Software as a Service’ (SaaS) hosted-solutions.

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.

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