Most Helpful Review
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.
It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.
It helps when you have an incident or performing a problem change management process.
We can search open and closed cases to find what we have done in other incidents.
Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.
The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.
the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.
This product solidly handles incident management, problem management, and change management.
The discovery feature is very flexible.
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.
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.
It gives us better understanding and control of service management.
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.
The monitoring tool is in need of improvement.
The interface for the users is a bit old-fashioned and not user-friendly.
We would like the CMDB to be populated automatically. At the moment, everything is manually created.
We would like more information about all the configurations that we have on our infrastructure side.
Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).
I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.
The pricing could be a little lower and the product should cover more iTel versions.
The mobile version of this product does not support asset management.
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 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.
Pure cloud-based native functionality is lacking.
Pricing and Cost Advice
Information Not Available
The licensing for FootPrints is a perpetual license with an annual support fee.
This solution has good pricing.
Our costs are well over $250,000.
Cost was on par with other service desk products, and well below Remedy, while still being a BMC product.
Information Not Available
Compared 64% of the time.
Compared 9% of the time.
Compared 7% of the time.
Compared 52% of the time.
Compared 23% of the time.
Compared 17% of the time.
Compared 70% of the time.
Compared 8% of the time.
Compared 7% of the time.
Also Known As
|Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight||FootPrints Service Core||HPE ITSM, HPE Service Manager|
|CA (A Broadcom Company)||BMC||Micro Focus|
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
|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.|
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
Learn more about CA Service Desk Manager
Learn more about BMC FootPrints Service Core
Learn more about Micro Focus Service Manager
|Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini||Cast & Crew||resultspositive, Globicon|
Financial Services Firm20%
Software R&D Company29%
Comms Service Provider9%
Financial Services Firm9%
No Data Available
Financial Services Firm33%