We performed a comparison between BMC FootPrints Service Core and JIRA 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."It is stable and its technical support is good and quick."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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 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."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"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."
"The dashboards in Jira have been the most useful feature."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The customer portal allows users to register tickets themselves."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"JIRA Service Management is a very user-friendly solution."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Developing processes is easy and user-friendly."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"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."
"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."
"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 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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"Generally requires the purchase of additional plugins."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"I don't think the program is very scalable."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"In-built chat is missing in JIRA Service Management."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. BMC FootPrints Service Core is rated 8.2, while JIRA Service Management is rated 8.2. 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 JIRA Service Management writes "Customizable, stable, and integrates well". BMC FootPrints Service Core is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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