Technical support is good.

The most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions.

The ability to create custom home views for different teams has been very valuable. I also like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI.

The product is very strong on three things: incident management, problem management, and change management. So its primary value for us are the incident, problem and change management features.

It accomplishes Pink Elephant certification for up to nine processes of ITIL. It is very flexible and can be adopted for any other processes to meet other non-IT business needs without developing any piece of code.

The most valuable feature of this solution is Smart IT.

 The discovery feature is very flexible.

It is stable and its technical support is good and quick.

We have found the reports and the lockdown on a ticket valuable, so only one person can update issues. The surveys are beneficial, too.

• Ability to auto-generate email messages, process email messages, and approvals.
• Ability to allow multiple administrators in various different workspaces, therefore not requiring a single person to administer all workspaces for the system.