<div dir="ltr"><br><div class="gmail_quote"><div dir="ltr"><div>Apologies -<div style="font-family:arial,helvetica,sans-serif;font-size:small;display:inline" class="gmail_default"> </div> cross-posting<div style="font-family:arial,helvetica,sans-serif;font-size:small;display:inline" class="gmail_default"> to: ERIL-L, Summon, ACLCP, EZPROXY-L.</div>.</div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">I'm looking for any libraries who have experience using BMC (formerly Numara) Footprint for tracking library services/tickets.<br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">If you do, please contact me directly off-list. </div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">We're integrating IT and the Library into Library Technology and Services - a single organization with a shared help desk.</div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">We're rebuilding in Footprints 12. We're trying to figure out which library services/processes to handle through Footprints in a shared container and which to keep outside.</div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">We previously had a separate workspace that was designed for the library without understanding how ITSMs (help desk ticketing systems) usually work.</div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">Any advice or leads would be appreciated - I'm not finding much in the literature beyond Frank Cervone's 2008 article : <a href="http://www.emeraldinsight.com/doi/abs/10.1108/10650750810875430" target="_blank">http://www.emeraldinsight.<wbr>com/doi/abs/10.1108/<wbr>10650750810875430</a></div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">TIA. </div><div style="font-family:arial,helvetica,sans-serif;font-size:small"><br></div><div style="font-family:arial,helvetica,sans-serif;font-size:small">Vickie</div><div><br></div>-- <br><div class="m_-9069982009776682585gmail_signature"><p>Vickie L. Kline <a href="mailto:vkline@ycp.edu" target="_blank">vkline@ycp.edu</a><br>Systems Librarian Phone: <a href="tel:(717)%20815-1459" value="+17178151459" target="_blank">717-815-1459</a><br>Associate Professor FAX: <a href="tel:(717)%20849-1608" value="+17178491608" target="_blank">717-849-1608</a> </p>
<p>York College of PA - Schmidt Library<br>York, PA 17403-3651 </p>
<p>"If we knew what it was we were doing, it would<br>not be called research, would it?"</p>
<p> -Albert Einstein<br></p></div>
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</div><br><br clear="all"><br>-- <br><div class="gmail_signature" data-smartmail="gmail_signature"><p>Vickie L. Kline <a href="mailto:vkline@ycp.edu" target="_blank">vkline@ycp.edu</a><br>Systems Librarian Phone: 717-815-1459<br>Associate Professor FAX: 717-849-1608 </p>
<p>York College of PA - Schmidt Library<br>York, PA 17403-3651 </p>
<p>"If we knew what it was we were doing, it would<br>not be called research, would it?"</p>
<p> -Albert Einstein<br></p></div>
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