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."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."
"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."
"Technical support is good."
"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 think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."
"We can track issues easier and run reports on issues to see if there are patterns."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"We are benefiting by being able to put time to what our technicians are doing."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"This product has so many adjustment possibilities for many different clients."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The database and the power that is driven behind the database."
"We can search open and closed cases to find what we have done in other incidents."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"Ease of support and upgrades need much improvement."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"It doesn't yet have the ability to integrate with other products."
"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."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"They should enhance the service desk manager's service point function to be more customizable."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
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, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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