Overview
FootPrints is a web based service management application for managing service desks and automating business processes. Footprints can integrate with a wide variety of other business software which allows automation across many different processes:
- Ability to document and follow work flow
- Ability to converse with other state agencies in a collective partnership
- Ability to collect statistics on work flowing through work group(s)
- Ability to create reports
- Ability to request service from State IT staff and application support staff
- Ability to track service standards by history collection
Included
- Agent license
- Ability to read, open, edit, close and produce reports of activity within assigned project groups
- Portal for entering requests for non-agent
- Agent and project administrator training and support materials online or by request
Service Level Targets & Availability
- The standard production published service level agreement can be viewed at the following link: Standard_SLA_CTS_Production Services
- Default coverage is 7AM – 5PM, Monday – Friday
- 24x7 coverage is available for systems with a specific need for this coverage; MaineIT needs to receive a written business justification; once justification has been approved, MaineIT will work with the business on a service level agreement for the specific systems
- Additional charges associated with extended coverage will be defined in the SLA
Service Rates: Please see the MaineIT Rate Table
Options Available for Additional Charge
- All audit related work is billable
- All costs associated with Indefinite Hold requests will be direct billed
Customer Expectations
- Completed request to enter FootPrints
- Project name where agent needs to reside
- Project build information and plan if a new project is needed
- Names and email address of agents needing access
- Billing for services will start as of the time the ticket is received for the request for any production service
- A ticket needs to be received to remove service
- Core Technology maintains a maintenance window; this allows for routine maintenance on the backup infrastructure components
- If MaineIT has a need for equipment to be located in buildings outside of its main datacenters, access to these buildings will need to be granted to support staff during normal business hours
- If there is a 24x7 requirement for this equipment or any system supported by this equipment, access to the building needs to be 24x7 with 24-hour building network support
- Physical access to the hardware is required by MaineIT for the maintenance time period
Technical Specifications
- Footprints Self Directed Training and Information (Internal use only)
- How to Use the Executive Dashboard (PowerPoint)
To get help and/or order this service
- Call MaineIT Service Center at 624-7700