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IT Infrastructure Library

The IT Infrastructure Library (ITIL) is an integrated, process–based, best practice framework for managing IT services.  It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider.  Originally initiated to improve IT service management for the UK central government, it has become relevant to all organizations; public or private sector, large or small, centralized or distributed.  It integrates an organization’s Incident Management, Problem Management, Configuration Management, and Change Management processes together under one Service Desk.

BMC FootPrints Service Core provides practical, rapid ITIL V3 enablement for the vital processes that support the demands of your customers, allowing you to give them the best possible experience. BMC FootPrints Service Core also offers a configurable customer portal integrated with your intranet or Internet site for proactive support of customer incidents and service requests.

BMC FootPrints Service Core offers a web-based architecture, built-in templates and flexible workflow, all which contribute to reduced time and effort necessary to implement ITIL processes. It can be tailored to meet your business and IT needs quickly and easily and without programming. Lengthy consulting engagements or extensive technical skills are not required.

BMC FootPrints Service Core is built on ITIL v3 processes

BMC FootPrints Service Core provides optimal support for the following ITIL service lifecycle processes:

• Incident Management—Accelerate incident resolution with configurable forms and sophisticated workflow
• Problem Management—Perform root-cause analysis to prevent incidents from reoccurring
• Request Management—Optimize service delivery by managing all service requests and related workflows with optimal effectiveness
• Event Management—Monitor key systems with BMC Network Monitor and create incidents automatically for significant events in BMC FootPrints Service Core.
• Service Asset and Configuration Management—Discover assets with BMC FootPrints Asset Core and enhance your visibility of configuration item relationships with BMC FootPrints Configuration Manager
• change manager—Automate unlimited approval workflows with full audit trail and secure email approval with BMC FootPrints Change Manager
• Knowledge Management—Build a robust knowledge base of rich solutions with FAQ categorization and knowledge authoring approvals
• Release and Deploy Management—Plan releases from approved changes with BMC FootPrints Service Core and deploy custom packages automatically with BMC FootPrints Asset Core
• Service Portfolio Management—Design, approve and manage service offerings to customers and other key stakeholders
• Service Catalog Management—Create, publish and offer customized menus of services to internal and external customers based on their role for end-to-end request management with BMC FootPrints Service Cores Service Catalog
• Service Level Management—Enforce and report on agreed upon response and resolution times based on your service level agreements and their related services
• Service Reporting—Create your own trend and performance reports with comprehensive and easy to use reporting tools to aid in the continuous improvement to your service delivery.

To get started building your ITIL service desk quickly, your organization can use the built-in ITIL process templates in BMC FootPrints Service Core which are easily customized.