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BMC FootPrints Service Core vs BMC Helix Enterprise Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
BMC FootPrints Service Core
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (27th)
BMC Helix Enterprise Servic...
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
13
Ranking in other categories
IT Service Management (ITSM) (5th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
reviewer1765752 - PeerSpot reviewer
System Engineer at a manufacturing company with 51-200 employees
A flexible, comprehensive, integrated IT service and asset management platform with good technical support
We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, and ERP. We also use it to manage our facility. So, we do some work orders and also use it as an extra ticketing system Technical support is good. It would be better if it were more…
EF
Digital Workplace Platform Engineer at Amaris
Data‑driven service dashboards have improved incident response and now support proactive operations
Regarding areas for improvement and challenges, complexity and learning curve are significant considerations. The platform is highly configurable, but this also means a steep learning curve, especially for administrators and new users. Proper training is essential. The initial setup and customization efforts for implementing workflows, dashboards, and integration can be consuming without clear process definitions. There is a risk of over-customization. The user interface has improved over time, but some areas of the platform are still not fully consistent, which can initially impact user adoption. We also encounter limitations with report customization; while dashboards are highly advanced and customizable, creating reports sometimes requires additional efforts and external tools.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The scalability of Automation Anywhere, the framework, and user interface are particularly impressive."
"Automation Anywhere, specifically A2019, has helped us in automating a major chunk of such tasks, thus helped in saving a lot of time, effort, and revenue."
"The CyberArk integration and setup are really amazing and it helps us to win deals for new projects."
"We have been with Automation Anywhere as their platinum partners, and for us, the first and foremost recommendation to any customer is Automation Anywhere, which is true from the price perspective, feature perspective, and support perspective."
"Automation Anywhere provides the best feature to make a software bot for processes."
"AA improves process consistency and reduces human error."
"As a tool, IQ Bot is easy to use, powerful, and very competitive compared to others."
"Most of the features of Automation Anywhere (AA) are good, but one big feature which I really like is its OCR (optical character recognition) feature."
"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."
"We can track issues easier and run reports on issues to see if there are patterns."
"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"The support of BMC is generally good and better compared to some competitors."
"In my experience so far, the best features BMC Helix Enterprise Service Management offers are its ease of implementation and user-friendliness."
"It fits for purpose."
"BMC Helix Enterprise Service Management has positively impacted my organization by helping us maintain a good relationship with end users."
"Overall, BMC Helix Enterprise Service Management helps us move from a reactive support model to a more proactive and data-driven IT operation, delivering faster resolution times, better user experience, and measurable efficiency gains."
"BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization."
"I have seen changes in response time, efficiency, and user satisfaction since I started using BMC Helix Enterprise Service Management."
"BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts."
 

Cons

"We are still hoping to see improvements in its ability to have the client answer automatically and reconnect when Windows updates are applied."
"It can be a challenge for a developer, as it limits what they can do."
"We would like it to be more user-friendly."
"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."
"There should be more available Data Analytics and more AI Front and Deep Learn concepts."
"We have explored the AI Agent Studio in our automation process, and we have done some POCs with a couple of use cases that created value for us. However, we have encountered some technical challenges, which is why we haven't proceeded with production yet."
"I attended and successfully completed the certification for the Document Automation Masterclass. For this, we tried to automate handwritten documents, but it was not successful. I believe there is room for improvement. This was the only use case we had in the last couple of months where we attempted this and did not get the desired results."
"In the A2019 community edition, while running its taking time to run RPA bots and having few bugs related to IQ Bot server connectivity and other things."
"We need more customizable reporting functionality."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"The pricing could be a little lower and the product should cover more iTel versions."
"Sometimes it is difficult to make the application do exactly what you need."
"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."
"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 mobile version of this product does not support asset management."
"An improvement needed for BMC Helix Enterprise Service Management would be to have assisted guides or templates on how to use the application or the best-suited applications to carry out the use cases, which would help other teams implement BMC Helix Enterprise Service Management."
"BMC Helix Enterprise Service Management can be improved because it has a legacy system that needs enhancement. The interface needs improvement because it is not very user-friendly."
"The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management."
"Regarding areas for improvement and challenges, complexity and learning curve are significant considerations."
"Still, there are some limitations, especially related to the Arabic language, especially for the Middle East."
"BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful."
"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."
"Regarding my main use case or how BMC Helix Enterprise Service Management works with cloud environments, I believe it needs more interoperability and integration with data platforms such as Salesforce, Snowflake, and Databricks, which requires improvement."
 

Pricing and Cost Advice

"I feel the cost of licensing is very high for the A2019 version."
"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."
"There is an annual license to use the solution."
"This is a value for the money product."
"Automation Anywhere's price is considerably better than UiPath's."
"We have saved customers 400% in terms of time saved by implementing this product."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"This solution has good pricing."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"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
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Construction Company
20%
Comms Service Provider
12%
Manufacturing Company
9%
Outsourcing Company
8%
Financial Services Firm
18%
Comms Service Provider
11%
University
9%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise564
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise11
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
Regarding pricing, setup cost, and licensing for BMC Helix Enterprise Service Management, I find it reasonable. It wa...
What needs improvement with BMC Helix Enterprise Service Management?
In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the ...
What is your primary use case for BMC Helix Enterprise Service Management?
My main use case for BMC Helix Enterprise Service Management involves handling hundreds of jobs that are scheduled da...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
Information Not Available
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix Enterprise Service Management and other solutions. Updated: September 2026.
919,894 professionals have used our research since 2012.