We performed a comparison between BMC FootPrints Service Core and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"The discovery feature is very flexible."
"It is stable and its technical support is good and quick."
"Technical support is good."
"This product solidly handles incident management, problem management, and change management."
"Ability to auto-generate email messages, process email messages, and approvals."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
"Service Manager gives us a single system where everything is centralized in one base."
"It's pretty well-structured in modules."
"It gives us better understanding and control of service management."
"It can adapt to any process in the organization."
"Service Manager's best features are flexibility and customizability."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"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."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The pricing could be a little lower and the product should cover more iTel versions."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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."
"The mobile version of this product does not support asset management."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The product's technical support services need improvement."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The solution does not interface well with other products and is difficult to implement."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. BMC FootPrints Service Core is rated 8.2, while OpenText Service Manager 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 OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC FootPrints Service Core is most compared with ServiceNow, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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