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."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."
"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."
"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."
"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."
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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