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."Technical support is good."
"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."
"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."
"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."
"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 have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"I like the single sign-on and that administrators can customize."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"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."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Helix is stable."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"It has centralized all work orders and help desk ticket tracking."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"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."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"In the next release, I would like to see AI used for classification or categorization."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Support could be more skilled. We are wasting too much of our time debugging."
"The documentation could improve in BMC Helix ITSM."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"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."
"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."
"Adding additional fields does not work very well."
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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