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November 23, 2010

Numara Software's FootPrints Achieves ITIL Verification, Next Up: Training and Certification

By Brendan B. Read, Senior Contributing Editor


IT service management (ITSM) solutions are now becoming ITIL-verified. With that in place organizations then need to have staff trained and certified on ITIL processes. The RCCSP Professional Education Alliance provides just that.

Numara Software’s Numara FootPrints IT service desk management solution has reportedly become one of the first IT service management solutions to achieve ITIL verification from Pink Elephant by its PinkVERIFY 3.1 program. The product is now compatible with ten ITIL processes through this latest certification. These are:

1. Incident management
2. Problem management
3. Request fulfillment
4. Change management
5. Knowledge management
6. Release and deployment management
7. Service asset and configuration management
8. Service catalog management
9. Service level management
10. Service portfolio management

As ITSM adoption increases and expands in complexity, IT organizations continue to leverage ITIL to improve efficiency and cost management and standardize service lifecycle processes, says Numara Software (News - Alert). To do this effectively, they require tools that support their process improvement initiatives. Tools must enable them to quickly implement the ITIL best practice framework with the means they have and demonstrate clear value in their businesses.

Whether moving to ITIL for the first time or advancing to expanded processes, it makes sense for IT organizations to implement an integrated solution or solution suite to support ITIL initiatives – as ITIL processes are interdependent, says the solutions firm. Many service management tools in the market offer compatibility, but the differences lie in how the tools do it and what it takes to implement, manage and customize them. Flexibility, usability, time and cost to implement, and product support can vary greatly from vendor to vendor.

With Numara FootPrints, IT organizations are no longer hindered by costly and time consuming ITIL implementations, says the supplier. Its product delivers highly integrated, comprehensive service management capabilities that work together and are designed for easier administration, extensive configuration without programming and faster implementation. The Numara solution provides extensive workflow automation combined with built-in templates; IT units can adopt the ITIL processes that are most important to their businesses in a stepped, modular approach that makes sense for their priorities and at a pace that works for them.

“Our goal is to deliver practical and flexible solutions that support industry best practices,” said Elisabeth Cullivan, Numara Software product marketing manager. “We are pleased that Numara FootPrints has been verified with the latest ITIL standards through Pink Elephant’s PinkVERIFY program.

“We’ve seen many customers around the world adopt ITIL. They tell us it is vital that they have a way to implement their processes that doesn’t require huge, long term investments and they need to see quick results. That’s why Numara FootPrints gives customers the path to implement ITIL without the complex administration or lengthy professional service engagements required with other tools in the market.”

To make ITIL implementation successful requires that IT staff be trained and certified on these processes.

The RCCSP Professional Education Alliance offers just that through a comprehensive array of both ITIL and ITSM training and certification.

The comprehensive ITIL program covers these critical areas with in-depth instruction:

--Foundation
--Capability
--Lifecycle

The courses cover areas such as v2 to v3 bridge certification; service catalog certification; release, control and validation; operational support and analysis; service strategy, design, transition and operation; and managing across the lifecycle.

There are several ITSM courses offered:

--Support Management Certification
--Managing a successful virtual support center
--Field Support Manager Certification
--Support Supervisor Certification
--Support Specialist Certification

Listings and details on the courses and registration can be found at www.the-resource-center.com/index.HTM). For more information please call: (708) 246-0320.


Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard




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