Compare BMC FootPrints Service Core vs. BMC Helix Remedy

BMC FootPrints Service Core is ranked 10th in IT Service Management (ITSM) with 4 reviews while BMC Helix Remedy which is ranked 3rd in IT Service Management (ITSM) with 14 reviews. BMC FootPrints Service Core is rated 8.0, while BMC Helix Remedy is rated 8.0. The top reviewer of BMC FootPrints Service Core writes "Supports the convergence of ticket management, IT, and customer services". On the other hand, the top reviewer of BMC Helix Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". BMC FootPrints Service Core is most compared with ServiceNow, BMC Helix Remedy and JIRA Service Desk, whereas BMC Helix Remedy is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk. See our BMC FootPrints Service Core vs. BMC Helix Remedy report.
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Most Helpful Review
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix Remedy and other solutions. Updated: July 2019.
353,345 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
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.Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.‚ÄčAbility to auto-generate email messages, process email messages, and approvals.We have found the reports and the lockdown on a ticket valuable, so only one person can update issues.We can track issues easier and run reports on issues to see if there are patterns.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.

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Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.MyIT is simple to use and its mobility is a big plus for our on the go users.The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.Improved our organization with better customer experience and reporting abilities.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.The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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Cons
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.Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.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.

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We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.Support could be more skilled. We are wasting too much of our time debugging.‚ÄčThe amount of software issues are still too big, even considering the complexity of the tool.Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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Pricing and Cost Advice
Cost was on par with other service desk products, and well below Remedy, while still being a BMC product.

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It is costly, but it is well worth it.Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

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Ranking
Views
2,345
Comparisons
704
Reviews
4
Average Words per Review
370
Avg. Rating
8.0
Views
24,271
Comparisons
7,628
Reviews
14
Average Words per Review
293
Avg. Rating
8.6
Top Comparisons
Compared 73% of the time.
Compared 5% of the time.
Also Known As
FootPrints Service CoreRemedy ITSM, Remedy
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BMC
BMC
Overview
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 Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.
Offer
Learn more about BMC FootPrints Service Core
Learn more about BMC Helix Remedy
Sample Customers
Cast & CrewBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Top Industries
No Data Available
REVIEWERS
Financial Services Firm27%
Comms Service Provider13%
Manufacturing Company13%
Government13%
VISITORS READING REVIEWS
Manufacturing Company26%
Software R&D Company10%
Financial Services Firm10%
Pharma/Biotech Company7%
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix Remedy and other solutions. Updated: July 2019.
353,345 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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