Anonymous UserIT System Administrator at a healthcare company
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"The discovery feature is very flexible."
"This product solidly handles incident management, problem management, and change management."
"It is stable and its technical support is good and quick."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"It's a very integrated solution."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"It has the power to automatize several different tasks in the ITSM world."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The mobile version of this product does not support asset management."
"The pricing could be a little lower and the product should cover more iTel versions."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They could be more responsive to feedback from their community board."
"In the next release, I would like to see AI used for classification or categorization."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"It needs to be more comfortable for the end-user."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"The reports need improvement, it is not a good functioning tool."
"Some parts of the solutions are using the old interface."
"Our costs are well over $250,000."
"This solution has good pricing."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"It is too expensive for a small business."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
BMC FootPrints Service Core is ranked 18th in Help Desk Software with 4 reviews while BMC Helix ITSM is ranked 4th in Help Desk Software with 8 reviews. BMC FootPrints Service Core is rated 8.2, while BMC Helix ITSM is rated 7.8. The top reviewer of BMC FootPrints Service Core writes "The primary value for us are the incident, problem, and change management features". On the other hand, the top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". BMC FootPrints Service Core is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Desk, BMC Remedyforce, ManageEngine ServiceDesk Plus and Clarity SM. See our BMC FootPrints Service Core vs. BMC Helix ITSM report.
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