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."Ability to auto-generate email messages, process email messages, and approvals."
"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 have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"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."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"The product's initial setup phase was easy."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"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."
"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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"With service requests, we have been able to give visibility to the business users."
"Technical support has been fine."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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."
"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."
"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 pricing could be a little lower and the product should cover more iTel versions."
"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."
"The Approval Central system needs to be refreshed."
"The search feature and the dashboard could both be improved."
"The dashboard can be better."
"It takes a long-time to plan and deploy the on-premise solution."
"Support could be better."
"BMC Helix ITSM should improve its price."
"The interface is somewhat dated as compared to technologies in use today."
"The reports need improvement, it is not a good functioning tool."
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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