We performed a comparison between BMC FootPrints Service Core and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"Ability to auto-generate email messages, process email messages, and approvals."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"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."
"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."
"This product solidly handles incident management, problem management, and change management."
"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."
"The UI is very user-friendly."
"This product has so many adjustment possibilities for many different clients."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"We are benefiting by being able to put time to what our technicians are doing."
"It helps when you have an incident or performing a problem change management process."
"Scalability is very good. We have scaled to more users and more functionality."
"It's fairly easy to use, from a UI standpoint."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"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 mobile version of this product does not support asset management."
"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 workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"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."
"Report solutions are a little short."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"The monitoring tool is in need of improvement."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"The API is very, very bad so we developed our own."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC FootPrints Service Core is rated 8.2, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC FootPrints Service Core is most compared with ServiceNow and BMC Helix ITSM, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support.
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