Compare BMC FootPrints Service Core vs. JIRA Service Desk

BMC FootPrints Service Core is ranked 10th in IT Service Management (ITSM) with 4 reviews while JIRA Service Desk which is ranked 4th in IT Service Management (ITSM) with 5 reviews. BMC FootPrints Service Core is rated 8.0, while JIRA Service Desk is rated 8.0. The top reviewer of BMC FootPrints Service Core writes "Supports the convergence of ticket management, IT, and customer services". On the other hand, the top reviewer of JIRA Service Desk writes "Helps shape our project management workflow but customization is difficult ". BMC FootPrints Service Core is most compared with ServiceNow, BMC Helix Remedy and JIRA Service Desk, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Freshdesk. See our BMC FootPrints Service Core vs. JIRA Service Desk report.
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Most Helpful Review
Find out what your peers are saying about BMC FootPrints Service Core vs. JIRA Service Desk and other solutions. Updated: July 2019.
353,345 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
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.Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.​Ability to auto-generate email messages, process email messages, and approvals.We have found the reports and the lockdown on a ticket valuable, so only one person can update issues.We can track issues easier and run reports on issues to see if there are patterns.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.

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JIRA helps integrate Kanban Board features and for this reason what it does it does well.This is a flexible tool for logging and tracking issues efficiently.The most valuable feature of this solution is that it is user-friendly.The automations will really help the company by delegating work the way your company operates.It makes the IT department more transparent and helps the employees.JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.Transparency of the system helps both internal and external persons involved.​Allows customized processes for our service contracts.

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Cons
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 would be nice if they added the ability to go directly to a form via a deep link URL.Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.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.

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If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)This solution lacks features for project management.In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.​SaaS version for large organizations (more than 2000 users) is not available.Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

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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.

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Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Ranking
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2,345
Comparisons
704
Reviews
4
Average Words per Review
370
Avg. Rating
8.0
Views
14,139
Comparisons
6,302
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
Top Comparisons
Compared 29% of the time.
Compared 7% of the time.
Also Known As
FootPrints Service Core
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BMC
Atlassian
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.JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
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Sample Customers
Cast & Crewmgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about BMC FootPrints Service Core vs. JIRA Service Desk and other solutions. Updated: July 2019.
353,345 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) 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.
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