BMC FootPrints Service Core Overview

BMC FootPrints Service Core is the #13 ranked solution in our list of top IT Service Management (ITSM) tools. It is most often compared to ServiceNow: BMC FootPrints Service Core vs ServiceNow

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.

BMC FootPrints Service Core is also known as FootPrints Service Core.

Buyer's Guide

Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: May 2021

BMC FootPrints Service Core Customers
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BMC FootPrints Service Core Video

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Sr. Systems Analyst at Port of Vancouver
Real User
Supports the convergence of ticket management, IT, and customer services

What is our primary use case?

My company employs this solution as our service desk management system. Our primary use case is the management service desk tickets. The solution tracks any technical issues, problems, and questions. The system provides all of the functionality needed to manage incident, problems, change and configuration management. The Service Catalogue provides end-users with an easy method to request new services.

Pros and Cons

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

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 all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look…
IT Service Management at St. Luke's Health System
User
Allows multiple administrators in various different workspaces; doesn't require a single person to administer all workspaces

What is our primary use case?

We started using FootPrints as our primary tool for Incident and Change Management. Then, we expanded capabilities to fulfill the need for Service Request Management and Service Catalog Management for IT. Eventually, we took the tool to other non-IT departments for streamlining business process that may, or may not, have an IT component.

Pros and Cons

  • "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."
  • "It would be nice if they added the ability to go directly to a form via a deep link URL."
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: May 2021.
479,323 professionals have used our research since 2012.
Help Desk Specialist at a healthcare company with 1,001-5,000 employees
Real User
We can track issues easier and run reports on issues to see if there are patterns

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.
Disaster Recovery Specialist at a tech services company with 51-200 employees
Real User
Having a one stop shop for linked assets and tickets has improved end user adoption

What is our primary use case?

As a tool to control asset management, internal and external service tickets, change management workflows, and contract management. Change management, in particular, we use to meet different audit standards, such as FISMA and FedRAMP.

Pros and Cons

  • "I 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 trails for each CI."
  • "I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
  • "Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
  • "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."
ICT Manager at a logistics company with 1,001-5,000 employees
Real User
The software is very flexible and can adapt to your processes but workflows are missing.

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.
Buyer's Guide
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