We performed a comparison between BMC FootPrints Service Core and Cherwell Service Management 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."
"We can track issues easier and run reports on issues to see if there are patterns."
"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 discovery feature is very flexible."
"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."
"Ability to auto-generate email messages, process email messages, and approvals."
"This product solidly handles incident management, problem management, and change management."
"Technical support is good."
"The dashboard is very useful to get a quick overview of current tasks."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"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 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 pricing could be a little lower and the product should cover more iTel versions."
"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 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 stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews. BMC FootPrints Service Core is rated 8.2, while Cherwell Service Management is rated 7.2. 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC FootPrints Service Core is most compared with ServiceNow, whereas Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM.
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