We looked for the problem and where there was inefficiency within the team or company-wide. 

We are looking into ServiceNow to replace the system. The team that is managing this system did a POC and they love it and we are going that way. I was not really part of the choosing of this system.

We've examined the difference between ServiceNow and BMC FootPrints. We made the switch because our company has grown a lot over the past few years, so gradually we got more and more service desk tickets. We found it really hard to handle everything without a proper system in place. We couldn't handle the workload. After conducting some research we decided to use ITMS. That's the reason we switched to BMC.

I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market. 

Previously used ManageEngine IT360, a now defunct product.  It was very buggy and support was lacking.

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