We performed a comparison between BMC FootPrints Service Core and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is stable and its technical support is good and quick."
"Technical support is good."
"This product solidly handles incident management, problem management, and change management."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"Ability to auto-generate email messages, process email messages, and approvals."
"We can track issues easier and run reports on issues to see if there are patterns."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"We have seen year over year customer satisfaction improvement for the last five years."
"The solution has good capabilities for analytics."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"The pricing could be a little lower and the product should cover more iTel versions."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"The mobile version of this product does not support asset management."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The reports need improvement, it is not a good functioning tool."
"They could be more responsive to feedback from their community board."
"It has created more layers of bureaucracy."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"BMC Helix ITSM should have an easy-to-use user interface."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. BMC FootPrints Service Core is rated 8.2, while BMC Helix ITSM is rated 8.0. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BMC FootPrints Service Core is most compared with ServiceNow, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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