BMC FootPrints Service Core Review

The software is very flexible and can adapt to your processes but workflows are missing.


What is most valuable?

It accomplishes Pink Elephant certification for up to nine processes of ITIL. It is very flexible and can be adopted for any other processes to meet other non-IT business needs without developing any piece of code.

How has it helped my organization?

Now all IT related issues, problems, changes and even projects are more controlled using Footprints. We can monitor SLAs and the system itself notifies us when SLAs are about to be met so we can take action before that happens. We can build our own management board with IT key indicators based on SLAs, issue resolutions, first call resolution levels, etc.

What needs improvement?

Sometimes it is difficult to make the application do exactly what you need. Workflows are missing (solved in version 12 of the software and we will migrate soon) but they can be built using escalations.

For how long have I used the solution?

I've used it for two years.

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

Customer Service:

It's at a high level. They have solved all the issues we had (mainly configuration issues) in a timely manner.

Technical Support:

It's pretty good too.

Which solution did I use previously and why did I switch?

We used a solution we had developed using an Access database. It was difficult to maintain and keep developing.

How was the initial setup?

A bit complex. Take into account that the software is very flexible and can adapt to your processes. The first step we did was to document our processes and then adapt the software to them.

What about the implementation team?

It was deployed directly by BMC so they had a very high level of expertise.

Which other solutions did I evaluate?

I also evaluated a Spanish product called EMAS from DS2 Grupo. It was also a very good solution, but it was not as flexible as Footprints.

What other advice do I have?

You should learn well how to develop the software so you can adapt it to all kinds of processes of your company. Look into the new version as it improves a lot of workflows and much more stuff.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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