BMC FootPrints Service Core vs BMC Helix ITSM comparison

BMC FootPrints Service Core and BMC Helix ITSM are both solutions in the IT Service Management (ITSM) category. BMC FootPrints Service Core is ranked #27, while BMC Helix ITSM is ranked #9 with an average rating of 7.7. Additionally, 90% of BMC FootPrints Service Core users are willing to recommend the solution, compared to 87% of BMC Helix ITSM users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and BMC FootPrints Service Core are competing products in the IT service management domain. BMC Helix ITSM offers a competitive edge with its comprehensive features, while BMC FootPrints Service Core provides simplicity and cost-effectiveness for straightforward IT service management needs.

Features: BMC Helix ITSM is known for its automation capabilities driven by AI, extensive integration options, and robust incident management. Meanwhile, BMC FootPrints Service Core stands out with customizable workflows, a user-friendly interface, and effective asset management suitable for smaller organizations.

Room for Improvement: BMC Helix ITSM could improve in areas such as ease of deployment, simplifying its initial setup process, and reducing complexity for smaller enterprises. BMC FootPrints Service Core might enhance its offering by expanding integration options, increasing scalability for growing businesses, and enhancing its automation features.

Ease of Deployment and Customer Service: BMC FootPrints Service Core provides a straightforward on-premise deployment model, requiring minimal IT resources and offering intuitive setup and responsive customer service. BMC Helix ITSM, with cloud and hybrid deployment options, provides scalability but may require more initial setup effort, making it better suited for larger enterprises.

Pricing and ROI: BMC Helix ITSM involves a more substantial initial setup cost but offers long-term ROI through its advanced features. BMC FootPrints Service Core presents competitive pricing with lower initial costs, delivering quicker ROI for businesses seeking efficient yet cost-effective IT service management solutions.

To learn more, read our detailed BMC FootPrints Service Core vs. BMC Helix ITSM Report (Updated: August 2026).

Buyer's Guide

BMC FootPrints Service Core vs. BMC Helix ITSM

August 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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reviewer1765752

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…

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KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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Quotes from Members

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

Pros

"While RPA is the cutting-edge technology to bring digital transformation, the RPA as a service will reduce costs and increase efficiency with ease of deployment, less maintenance, and cheaper upgrade costs."

"Automation Anywhere has not only my organization but several customers as well, particularly the organizations from the automobile industry, benefitted in their vision to transform their business objective towards the path of digital transformation."

"It automates forms for our customers and our analysts."

"Automation Anywhere has helped my company with APIs. We are currently in a project to create APIs for our core banking service and other transactional systems, migrating from another integration technology to API."

"We have the MetaBot feature, which is valuable because we can read reusable components in the MetaBot, then use them as a framework."

"I feel that it save us time and provides ROI as a monetary benefit because it reduces FTE, the number of headcount working for a particular project."

"Now, rather than the team going and collecting all of that information, we can have the bots do it, and that has been fantastic."

"It has reduced the number of full-time employees."

More Automation Anywhere pros

"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."

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

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

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"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."

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

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

More BMC FootPrints Service Core pros

"The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs."

"It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow."

"It’s a great product, I would highly recommend it."

"It provides a good user experience."

"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"We use this tool for managing tickets, other employee related services, and reporting purposes."

"I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

More BMC Helix ITSM pros

Cons

"We have been looking at processes which can easily transition into a large scale environment, where you can have cloud or hybrid model. However, being a bank, some of our processes are critical and we would like to hold those on-premise. This limits us with our usage of Automation Anywhere."

"I would like a couple more features where I can talk and the line comes up automatically."

"I would like to see better and more technical use cases for the AI features, showing how to build them instead of repeated general examples."

"The setup and deployment processes for this product also need to be improved, e.g. made easier."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019. I'm looking forward to what will be there in A2019 because that's the area that we need to go forward. We are looking for Automation Anywhere to put up their efforts to make it easier by incorporating artificial intelligence and machine learning. Along with RPA, this would make our automation journey very easy. We can bring more processes into automation, that's where I am looking for automation to focus on."

"Its pricing definitely needs to be more competitive. When licensing costs are high, we cannot use this tool for automation."

"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."

"I would like if the IQ Bot could read hand-written documents, otherwise, Automation Anywhere is fabulous to work or develop processes for customers."

More Automation Anywhere cons

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

"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."

"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. 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."

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

"There are still a few odd issues in FootPrints 12.x, which are frustrating."

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

"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."

More BMC FootPrints Service Core cons

"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

"Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others."

"Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us."

"BMC needs to keep improving their support. It is still far from what it was back in the days of Remedy."

"Log in process is unnecessarily complicated."

"I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided."

"The notifications that the solution is providing are very helpful, they should keep improving them for the future."

"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."

More BMC Helix ITSM cons

Pricing and Cost Advice

"The setup cost depends on multiple factors, so you need to get details before choosing."

"Licensing costs range from $50,000 to $200,000."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."

"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."

More Automation Anywhere pricing and cost advice

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

"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."

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

"BMC Helix ITSM is a very cost-effective solution."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"There are licenses to use this solution."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

More BMC Helix ITSM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

21%

Manufacturing Company

11%

Outsourcing Company

Comms Service Provider

Financial Services Firm

13%

Manufacturing Company

Construction Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

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...

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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...

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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 needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...

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What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...

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What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

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Comparisons

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Compared 12% of the time

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Compared 18% of the time

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Compared 14% of the time

Zendesk vs BMC FootPrints Service Core

Compared 4% of the time

ManageEngine ServiceDesk Plus vs BMC FootPrints Service Core

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Hornbill Systems Supportworks vs BMC FootPrints Service Core

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Compared 19% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 8% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

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SymphonyAI IT Service Management vs BMC Helix ITSM

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

BMC Helix ITSM

August 2026

Download BMC Helix ITSM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

FootPrints Service Core

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

BMC Helix

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC FootPrints Service Core is a comprehensive tool that aids in incident, problem, and change management while offering customizable views and integration options.

Valued for its customizable home views and flexible database relations, BMC FootPrints Service Core excels in stability and responsive technical support. With capabilities for email automation, survey integration, and report creation, it enhances IT service management and business process efficiency. The solution supports ticket status updates with minimal downtime and accommodates multiple administrators across workspaces. Pink Elephant certification and smart IT features broaden its appeal for IT departments.

What are the key features of BMC FootPrints Service Core?

Incident Management: Tracks and resolves service desk tickets efficiently.
Problem Management: Identifies and mitigates underlying issues to prevent recurrence.
Change Management: Helps assess and handle changes seamlessly in the environment.
Customizable Views: Offers tailored dashboards for user-specific information.
Email Automation: Facilitates swift communication and response handling.

What benefits or ROI should users look for in reviews?

Stable Performance: Ensures reliable operation for consistent IT services.
Responsive Support: Provides timely technical assistance to resolve issues.
Administrative Flexibility: Allows versatile control across different workspaces.

In industries like IT services and HR, BMC FootPrints Service Core supports managing service desk tickets, tracking assets, and resolving issues in network, infrastructure, and software areas. Its functionalities also extend to HR issue tracking, service requests, and contract management, facilitating both on-premises deployments and ITIL process implementations such as Service Request and Service Catalog Management.

BMC Helix

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Cast & Crew

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Buyer's Guide

BMC FootPrints Service Core vs. BMC Helix ITSM

August 2026

Free Report: BMC FootPrints Service Core vs. BMC Helix ITSM

Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix ITSM and other solutions. Updated: August 2026.

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