Numara Software, a vendor of IT service management software, has announced the release of Numara FootPrints 9, the latest version of its Numara FootPrints service desk management product.

 

Company officials say the product offers support for IT Infrastructure Library version 3 service lifecycle best practices and usability enhancements, including mobile technology.

 

David Weiss, president and CEO of Numara Software (News - Alert), said the product is being marketed as a “practical and flexible IT service management” product.

 

Saying Numara Software’s approach to the IT service desk would appeal to mid-market and departmental customers within larger enterprises, Paul Burns, senior analyst, Enterprise Management Associates, said with the latest release of Numara FootPrints, “the company has hit on a variety of transforming capabilities, especially the integration of their new Service Catalog with the CMDB.”

 

In July TMC’s (News - Alert) Brendan Read reported that a “soon-to-be-released” survey of 500 help desk/IT professionals commissioned by Numara Software found that more than 62 percent “have seen an increase in service requests or trouble tickets over the past several years. 50 percent indicated that there has been an increase in first call resolution rates” over the past year.

 

“At the same time,” Read said, “66 percent said their staffing levels had stayed the same in recent years while eight percent reported a decrease. More than 86 percent of respondents said they expected their IT budget to stay the same or increase in the next quarter.”

 

Numara FootPrints is being marketed on its flexible workflow platform as a tool for managing the service desk and other business processes.

 

With its Service Catalog, service customers can view a catalog of all the services that are provided by the service desk, see information about those services, select the services they want and submit their requests through any Web browser. With the Change Management functionality, organizations can “extend the value of change management and approval processes throughout the organization with new support for automated customer and supervisor approvers,” company officials say.

The new Numara FootPrints Mobile function, “optimized for small-screen use,” lets agents access the service desk using the Web browser on their Microsoft Windows Mobile, RIM Blackberry, and Apple iPhone (News - Alert) devices.