The University of Texas at Austin

Footprints Goes Live!

October 25, 2010

Footprints, the new incident tracking system for Information Technology Services (ITS), was successfully launched on Monday, October 18, 2010. Footprints provides a more integrated response to customer service requests and will also result in a lower total cost of ownership by consolidating some of the multiple ticketing systems previously in use throughout ITS. Prior to the launch, real-life testing was performed, additional capabilities were added and ITS Help Desk staff provided up-to-date training on the new system to all ITS groups.

Footprints came highly recommended by other large IT support groups on campus including the Cockrell School of Engineering, McCombs School of Business and the College of Liberal Arts who have been using it successfully. ITS customers, including the Jackson School of Geosciences, School of Architecture, and the College of Fine Arts, began using Footprints on Monday and report being pleased with the new system.

The Footprints implementation project team worked hard to provide a better ticketing solution that will help ITS respond efficiently and effectively to customer service requests. A big "Thank You!" goes to James Russell and Sergio Martin, technical leads, Aaron Zern, Luis Garcia, Terry Gibson and Brant Christiansen, members of the technical team, and James Curry, Ryan Stark, Kenneth Finnegan, Jason Craft, Kim Johnson, Craig Meserole and Michelle McKenzie, members of the project team, and Alayna Wadleigh, Help Desk manager, for their efforts in implementing this new tool.

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