We performed a comparison between BMC FootPrints Service Core and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"This product solidly handles incident management, problem management, and change management."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"It is stable and its technical support is good and quick."
"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."
"The discovery feature is very flexible."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"The mobile version of this product does not support asset management."
"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."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The reports need improvement, it is not a good functioning tool."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"It takes a long-time to plan and deploy the on-premise solution."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The dashboard can be better."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. BMC FootPrints Service Core is rated 8.2, while BMC Helix ITSM is rated 8.0. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BMC FootPrints Service Core is most compared with ServiceNow, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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