BMC FootPrints Service Core Reviews

What is most valuable?

The product is very strong on three things: incident management, problem management, and change management. So its primary value for us are the incident, problem and change management features.

What needs improvement?

To improve the product for our usage, the pricing, maybe could be a bit lower. It would also be better if it covered some additional iTel versions for processes. Currently, it's got about six or seven. I'd certainly like to see more iTel… more»

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

The licensing for FootPrints is a perpetual license with an annual support fee. The cost of the license depends on how many agents or technicians you purchase. Customers are free, but you have the services of a given number of agents or… more»

What other advice do I have?

I've been using the product from version nine right up to the current version. The great thing about FootPrints is that it is very easy to install and configure. Typically three times a year they will have a major upgrade. You can choose to… more»

Which other solutions did I evaluate?

We are a BMC software partner, so we didn't go and evaluate other applications because we are familiar with the capabilities of a broad spectrum of products.

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»

Which solution did I use previously and why did I 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.

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.

Which solution did I use previously and why did I 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.

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.

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.