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BMC FootPrints Service Core pros and cons

Vendor: BMC Helix

4.1 out of 5

10 reviews
90% willing to recommend

Pros & Cons summary

BMC FootPrints Service Core's relational database enables linking items and creating comprehensive audit trails for configuration items. Its centralized asset and ticket management boost end user adoption, supported by effective support and lab-based troubleshooting. Features like report generation and ticket access restrictions enhance efficiency, while flexible automation streamlines communications. However, quick search limitations and integration challenges exist, with reporting and collaboration needing improvement. The mobile version lacks asset management support.

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Prominent pros & cons

PROS

FootPrints by BMC is a relational database that allows every item to be interconnected, aiding in creating comprehensive history and audit trails for each configuration item.

It offers robust support services with Tier II support being highly responsive and capable of recreating environments in their lab to enhance support.

FootPrints by BMC facilitates a central hub for linked assets and tickets which improves user adoption and reduces the frequency of phone and email tickets.

The software provides beneficial features such as locked-down tickets to allow only one updater at a time and comprehensive reporting tools to track and analyze issue patterns.

FootPrints by BMC is acknowledged for its solid performance in incident, problem, and change management, reflecting its reliability and functionality.

CONS

Hyphens are not allowed in the BMC FootPrints Service Core quick search bar, complicating searches for asset names with hyphens.

Reporting functionality needs improvement, including the creation of specific fields for each type of ticket.

BMC FootPrints Service Core lacks customizable reporting and inter-department collaboration features for service desk tickets.

The mobile version of BMC FootPrints Service Core does not support asset management.

Integration with other tools is challenging, particularly in the telecom space.

BMC FootPrints Service Core Pros review quotes

ICT Manager at a logistics company with 1,001-5,000 employees

Jun 7, 2015

Now all IT related issues, problems, changes and even projects are more controlled using Footprints.

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Disaster Recovery Specialist at a tech services company with 51-200 employees

Dec 18, 2017

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.

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Help Desk Specialist at a healthcare company with 1,001-5,000 employees

Dec 19, 2017

We have found the reports and the lockdown on a ticket valuable, so only one person can update issues.

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IT Service Management (ITSM)

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IT Service Management at St. Luke's Health System

Dec 20, 2017

Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.

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Sr. Systems Analyst at Vancouver Fraser Port Authority

Feb 20, 2019

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.

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IT System Administrator at a healthcare company with 1,001-5,000 employees

Sep 3, 2019

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.

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IT Engineer at a financial services firm with 1,001-5,000 employees

Sep 29, 2019

The discovery feature is very flexible.

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GS

Director at KKC

Oct 28, 2019

This product solidly handles incident management, problem management, and change management.

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Director at a tech services company with 1-10 employees

Sep 16, 2020

It is stable and its technical support is good and quick.

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reviewer1765752

System Engineer at a manufacturing company with 51-200 employees

Oct 12, 2022

Technical support is good.

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BMC FootPrints Service Core Cons review quotes

ICT Manager at a logistics company with 1,001-5,000 employees

Jun 7, 2015

Sometimes it is difficult to make the application do exactly what you need.

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Disaster Recovery Specialist at a tech services company with 51-200 employees

Dec 18, 2017

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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Help Desk Specialist at a healthcare company with 1,001-5,000 employees

Dec 19, 2017

Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.

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IT Service Management (ITSM)

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Find out what your peers are saying about BMC Helix, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: March 2026.

884,933 professionals have used our research since 2012.

IT Service Management at St. Luke's Health System

Dec 20, 2017

It would be nice if they added the ability to go directly to a form via a deep link URL.

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Sr. Systems Analyst at Vancouver Fraser Port Authority

Feb 20, 2019

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.

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IT System Administrator at a healthcare company with 1,001-5,000 employees

Sep 3, 2019

The workflow should be made to be more user-friendly. It should also have more granular scalability.

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IT Engineer at a financial services firm with 1,001-5,000 employees

Sep 29, 2019

The mobile version of this product does not support asset management.

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GS

Director at KKC

Oct 28, 2019

The pricing could be a little lower and the product should cover more iTel versions.

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Director at a tech services company with 1-10 employees

Sep 16, 2020

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.

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reviewer1765752

System Engineer at a manufacturing company with 51-200 employees

Oct 12, 2022

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.

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Product Categories

Product Categories

IT Service Management (ITSM)

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Product Categories

Product Categories

IT Service Management (ITSM)

Help Desk Software

Popular Comparisons

Popular Comparisons

ServiceNow vs BMC FootPrints Service Core

Zendesk vs BMC FootPrints Service Core

JIRA Service Management vs BMC FootPrints Service Core

BMC Helix ITSM vs BMC FootPrints Service Core

Freshservice vs BMC FootPrints Service Core

ManageEngine ServiceDesk Plus vs BMC FootPrints Service Core

Freshdesk vs BMC FootPrints Service Core

Clarity SM vs BMC FootPrints Service Core

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Ivanti Neurons for ITSM vs BMC FootPrints Service Core

TOPdesk vs BMC FootPrints Service Core

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