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IT Infrastructure Library

The IT Infrastructure Library (ITIL) is an integrated, process–based, best practice framework for managing IT services.  It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider.  Originally initiated to improve IT service management for the UK central government, it has become relevant to all organizations; public or private sector, large or small, centralized or distributed.  It integrates an organization’s Incident Management, Problem Management, Configuration Management, and Change Management processes together under one Service Desk.

FootPrints provides practical, rapid ITIL V3 enablement for the vital processes that support the demands of your customers, allowing you to give them the best possible experience. FootPrints also offers a configurable customer portal integrated with your intranet or Internet site for proactive support of customer incidents and service requests.

FootPrints offers a web-based architecture, built-in templates and flexible workflow, all which contribute to reduced time and effort necessary to implement ITIL processes. It can be tailored to meet your business and IT needs quickly and easily and without programming. Lengthy consulting engagements or extensive technical skills are not required.

FootPrints is built on ITIL v3 processes

FootPrints provides optimal support for the following ITIL service lifecycle processes:


To get started building your ITIL service desk quickly, your organization can use the built-in ITIL process templates in FootPrints which are easily customized.