UniPress enhances asset management capabilities of FootPrints Service Desk with support for new Microsoft SMS 2003 asset management

UniPress Software Inc, a leading provider of web-based service desk automation software, today announced it has extended the asset management capabilities of its FootPrints product to fully integrate with the new Microsoft System Management Server 2003. This enhanced add-on module - FootPrints Integration with Microsoft SMS Asset Management - provides the capability to access critical software, applications, and other IT asset information captured by Microsoft SMS 2003 and directly import it into FootPrints' trouble tickets, allowing help desk agents to quickly and accurately identify technical problems and resolve issues.

FootPrints provides a 100% web-based system that includes centrally managed customer-request tracking, business rule and task automation, live e-support tools, self-service online, two-way email management, powerful reporting, and dynamic integration with LDAP-based address books, such as Microsoft® Active Directory. The software gives organizations a single resource to collect, route, store, manage, and report on all incoming requests via email, the web, wireless devices, and phone. FootPrints is widely used by more than 1,600 organizations to manage help desk and customer service requests, and control the problem-resolution lifecycle.

The new Microsoft SMS 2003 provides comprehensive tools to collect in-depth inventory data for hardware and software on all Microsoft Windows systems. This system automatically retrieves up-to-date asset data from any PC or workstation linked to the network, such as installed hardware and software applications. As a result, technicians can more accurately analyze, pinpoint, troubleshoot, and resolve technical issues faster.

According to industry experts, having automatic access to IT asset information can have a significant impact in improving the efficiency of help desks and customer service operations, offering benefits such as reduced incident handling and improved resolution time. By accessing real-time data on a user's hardware and software configuration while responding to trouble tickets in FootPrints, agents can quickly analyze technical issues and offer faster, more effective solutions. And because they no longer have to rely on users for configuration and other asset data, they can provide more accurate service while saving critical help desk time. Overall, organizations can improve the level of support they provide, and significantly boost satisfaction.

"By providing Microsoft SMS Asset Management 2003 support into FootPrints, our customers are now able to leverage the expanded capabilities of this technology to improve their help desk and customer service activities," said Mark Krieger, President of UniPress. "From within FootPrints, this integration provides agents with the ability to see the end-user’s machine configuration during a support inquiry. This allows agents to troubleshoot and resolve the call much faster, improving the overall process. In addition, details of the configuration are automatically saved in the ticket for future reference."

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