We performed a comparison between BMC FootPrints Service Core and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Technical support is good."
"This product solidly handles incident management, problem management, and change management."
"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."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"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 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."
"It is highly configurable with PinkVERIFY status."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Incident management and service request management features are the most valuable."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management is a valuable feature."
"The tool supports a lot of standard reporting KPIs."
"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."
"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 workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"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."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The interface can be improved. It can be made more interactive for self-service users."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"You must be very technical to configure it."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. BMC FootPrints Service Core is rated 8.2, while Ivanti Service Desk [EOL] is rated 7.6. 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 Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". BMC FootPrints Service Core is most compared with ServiceNow, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus.
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