BMC FootPrints Service Core Reviews

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Carrie Wu
Real User
Sr. Systems Analyst at Port of Vancouver
Apr 16 2019

What is most valuable?

The most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions.

How has it helped my organization?

In the past, when we knew we had tons of tickets, without FootPrints, it was unclear just how many service desks tickets remained outstanding. Since integrating this tool to manage our tickets we have… more»

What needs improvement?

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… more»

If you previously used a different solution, which one did you use and why did you switch?

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… more»

What other advice do I have?

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing… more»

Which other solutions did I evaluate?

We looked at ServiceNow but they only offered as a cold version. BMC is still the most suitable platform for us.
Alex Miller
Real User
Disaster Recovery Specialist at a tech services company with 51-200 employees
Jan 01 2018

What is most valuable?

The ability to create custom home views for different teams has been very valuable. I also like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit… more»

How has it helped my organization?

Having a single tool with all the necessary functions in one place has improved efficiency. Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets.

What needs improvement?

There are still a few odd issues in FootPrints 12.x, which are frustrating. A maximum of 1000 items is returned on any search result, so larger queries are relatively useless in an environment with many tickets, assets, etc. On the admin… more»

What's my experience with pricing, setup cost, and licensing?

Cost was on par with other service desk products, and well below Remedy, while still being a BMC product.

If you previously used a different solution, which one did you use and why did you switch?

Previously used ManageEngine IT360, a now defunct product. It was very buggy and support was lacking.
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
371,639 professionals have used our research since 2012.
Real User
IT System Administrator at a healthcare company with 1,001-5,000 employees
Sep 11 2019

How has it helped my organization?

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.

What needs improvement?

The workflow should be made to be more user-friendly. It should also have more granular scalability.

What's my experience with pricing, setup cost, and licensing?

Our costs are well over $250,000.

If you previously used a different solution, which one did you use and why did you switch?

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… more»

What other advice do I have?

I would rate it a seven out of ten.

Which other solutions did I evaluate?

We looked into Remedy and ServiceNow. ServiceNow is more Enterprise and it integrates with other remote tools that we have.
Real User
IT Engineer at a financial services firm with 1,001-5,000 employees
Sep 29 2019

What is most valuable?

The most valuable feature of this solution is Smart IT. The discovery feature is very flexible.

What needs improvement?

The problem is that there are several products, such as Smart IT for mobile users, that do different things. All of the products should be consolidated into a single application. I would like to see full HTML file support in the next release of this solution. The mobile version of this product does… more»

What's my experience with pricing, setup cost, and licensing?

This solution has good pricing. Compared to other products, it is not expensive.

What other advice do I have?

This is certainly a solution that I recommend for big enterprise. It brings a full solution for enterprise service management. Not just IT service management, but the whole enterprise. This is a good product. I would rate this solution an eight out of ten.
User
IT Service Management with 1,001-5,000 employees
Aug 20 2018

What is most valuable?

* Ability to auto-generate email messages, process email messages, and approvals. * Ability to allow multiple administrators in various different workspaces, therefore not requiring a single person to administer all workspaces for the system.

How has it helped my organization?

Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.

What needs improvement?

* Include a more integrated CMDB and the ability to personalize/customize the Service Catalog's look and feel. * V11.6 has very large boxes as groups to click in order to drill down further. * It would be nice if they added the ability to go directly to a form via a deep link URL.
Christina Molloy
Real User
Help Desk Specialist at a healthcare company with 1,001-5,000 employees
Jan 11 2018

What do you think of BMC FootPrints Service Core?

What is our primary use case?

We use the software for help desk problem tickets and service requests. We also use it for HR issues related to benefits and other HR issues.

How has it helped my organization?

We can track issues easier and run reports on issues to see if there are patterns. We can send surveys out on each ticket to get feedback on issues and our services.

What is most valuable?

We have found the reports and the lockdown on a ticket valuable, so only one person can update issues. The surveys are beneficial, too.

What needs improvement?

Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.

For how long have I used the solution?

More than five years.

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Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
371,639 professionals have used our research since 2012.

BMC FootPrints Service Core Questions

What is BMC FootPrints Service Core?

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.
Also known as
FootPrints Service Core
BMC FootPrints Service Core customers
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