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Footprints Workflow Management Application

Service description

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.

Benefits for users

  • 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 thru your 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.

Availability:

Normal, default coverage is 7AM – 5PM, Monday – Friday. 24x7 coverage is available for systems with a specific need for this type of coverage In order to have 24x7 coverage; OIT needs to receive a written business justification. Once justification has been approved, OIT 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 Components Included in the Base Price:

  • 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.

Options Available for Additional Charge:

  • none

Rates charged: for this service:

Please see the OIT rate table:

Service Level Targets & Agreements:

The standard production published service level agreement can be viewed at the following link:  Standard_SLA_CTS_Production Services. A formal SLA has not been developed specific to this service.

To get help and or order this service:

  • Call Customer Support at 624-7700
  • Enter a Foot prints service request
  • Request assistance at one of the regular scheduled meeting with Core Technology.

 How to Escalate Service Issues:

  • If the published SLA is not met, the issues can be escalated to the next priority level by any of the following methods:

Dawnna Pease, Manager

      • Production Services Windows Server, Citrix, File & Print and SQL Server Services
      • dawnna.pease@maine.gov ~ 207.624.7548

Customers (users) responsibilities related to this service:

  • 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

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Page last modified: September 16, 2013