BMC FootPrints Service Core Reviews

As a tool to control asset management, internal and external service tickets, change management workflows, and contract management. Change management, in particular, we use to meet different audit standards, such as FISMA and FedRAMP.

Having a single tool with all the necessary functions in one place has improved efficiency. Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets.

The ability to create custom home views for different teams has been very valuable. I also 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.

There are still a few odd issues in FootPrints 12.x, which are frustrating. A maximum of 1000 items is returned on any search result, so larger queries are relatively useless in an environment with many tickets, assets, etc. On the admin side, this is understood, but management does not like it. 

A second issue is that 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.

One upgrade went poorly, occasionally Tomcat services needed to be restarted.  Realistically, no less stable than any other application or product.

None.

We have a partner for Tier I support, but I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me.

Previously used ManageEngine IT360, a now defunct product.  It was very buggy and support was lacking.

Yes, it was involved, but not complicated.

We used Flycast partners to assist with the implementation. They were extremely knowledgeable.

Cost was on par with other service desk products, and well below Remedy, while still being a BMC product.

It accomplishes Pink Elephant certification for up to nine processes of ITIL. It is very flexible and can be adopted for any other processes to meet other non-IT business needs without developing any piece of code.

Now all IT related issues, problems, changes and even projects are more controlled using Footprints. We can monitor SLAs and the system itself notifies us when SLAs are about to be met so we can take action before that happens. We can build our own management board with IT key indicators based on SLAs, issue resolutions, first call resolution levels, etc.

Sometimes it is difficult to make the application do exactly what you need. Workflows are missing (solved in version 12 of the software and we will migrate soon) but they can be built using escalations.

I've used it for two years.

No issues encountered.

No issues encountered.

No issues encountered.

It's at a high level. They have solved all the issues we had (mainly configuration issues) in a timely manner.

It's pretty good too.

We used a solution we had developed using an Access database. It was difficult to maintain and keep developing.

A bit complex. Take into account that the software is very flexible and can adapt to your processes. The first step we did was to document our processes and then adapt the software to them.

It was deployed directly by BMC so they had a very high level of expertise.

I also evaluated a Spanish product called EMAS from DS2 Grupo. It was also a very good solution, but it was not as flexible as Footprints.

You should learn well how to develop the software so you can adapt it to all kinds of processes of your company. Look into the new version as it improves a lot of workflows and much more stuff.