BMC FootPrints Service Core vs Clarity SM comparison

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Executive Summary

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.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.""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.""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.""It is stable and its technical support is good and quick.""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.""The discovery feature is very flexible."

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"As of late, I really like the BI functions.""Scalability is very good. We have scaled to more users and more functionality.""It is the most stable product in the market.""It helps when you have an incident or performing a problem change management process.""There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot.""The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.""It has allowed us to be more efficient in our problem and change management processes and procedures.""The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

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Cons
"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 nice if they added the ability to go directly to a form via a deep link URL.""The mobile version of this product does not support asset management.""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.""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.""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."

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"The SDM administration and customisation needS deep information about architecture and vendor support continuously.""The CA products integrate well together but I would like to see better integration with third-party solutions.""The interface for the users is a bit old-fashioned and not user-friendly.""We would like the CMDB to be populated automatically. At the moment, everything is manually created.""Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience.""Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available.""The cost of this solution is too high, which is why we're leaving.""The UI needs to be upgraded."

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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."
  • "Our costs are well over $250,000."
  • "This solution has good pricing."
  • "The licensing for FootPrints is a perpetual license with an annual support fee."
  • More BMC FootPrints Service Core Pricing and Cost Advice →

  • "I don't see anyone other than large companies being able to afford this system."
  • "It is a bit expensive, but you definitely get what you pay for. It is worth it!"
  • "Pricing is simple, as it’s per concurrent analysts."
  • "I think pricing of this model is suitable for growing corporations."
  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • "The pricing is based on a subscription model."
  • "The solution is quite reasonable compared to other solutions in the market."
  • More Clarity SM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer:It is the most stable product in the market.
    Top Answer:The solution is quite reasonable compared to other solutions in the market.
    Top Answer:They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they… more »
    Ranking
    25th
    out of 59 in Help Desk Software
    Views
    411
    Comparisons
    214
    Reviews
    1
    Average Words per Review
    329
    Rating
    8.0
    23rd
    out of 59 in Help Desk Software
    Views
    713
    Comparisons
    461
    Reviews
    4
    Average Words per Review
    366
    Rating
    7.8
    Comparisons
    Also Known As
    FootPrints Service Core
    CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
    Learn More
    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.

    Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

    Learn More: https://www.ca.com/us/products...

    Sample Customers
    Cast & Crew
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    Top Industries
    REVIEWERS
    Healthcare Company43%
    Logistics Company14%
    Government14%
    Financial Services Firm14%
    VISITORS READING REVIEWS
    Government20%
    Financial Services Firm14%
    Educational Organization14%
    Healthcare Company11%
    REVIEWERS
    Healthcare Company25%
    Financial Services Firm22%
    Government7%
    Comms Service Provider5%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm11%
    Manufacturing Company10%
    Real Estate/Law Firm6%
    Company Size
    REVIEWERS
    Small Business40%
    Midsize Enterprise10%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise23%
    Large Enterprise60%
    REVIEWERS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise9%
    Large Enterprise61%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.