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BMC FootPrints Service Core vs BMC Helix ITSM 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
6.9
Number of Reviews
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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 (30th), IT Service Management (ITSM) (26th)
BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (9th), IT Service Management (ITSM) (8th)
 

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…
KN
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.

Quotes from Members

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

Pros

"We have seen AA bringing immense value to the clients once operational."
"Automation Anywhere's central command center is good."
"We did not encounter any stability issues with Automation Anywhere during the time I worked with the solution."
"SAP GUI Integration commands are highly useful while working with SAP applications and facilitate easy use of the software. This feature has been recently incorporated within the software and we have been using it to interface with SAP systems in development as well as production."
"The product has everything that I want; I don't have to look for another tool to integrate with it."
"With Discovery Bot, we can even have our business people enabled with process finding and do an evaluation on whether it can be converted into an opportunity."
"The initial deployment of Automation Anywhere is user-friendly, the wizards are self-explanatory, it is a very low-code environment that allows flexibility to explore based on the project's complexity, and overall I believe Automation Anywhere is a very user-friendly tool."
"The technical support is fine. As soon as we raise an issue, we can get the technical support that we need. They provide the solutions to our issues."
"Technical support is good."
"We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, ERP, and our facility, using it for work orders and as an extra ticketing system."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"It's extremely stable; we've got customers who are mobile telecommunication customers, hospitals, power companies, and an airport, and we can handle the volume with no interruptions where instability would really be unacceptable."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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 is stable and its technical support is good and quick."
"​Ability to auto-generate email messages, process email messages, and approvals."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"BMC Helix ITSM is a good product out-of-box, with a lot of functionalities built-in, so there is no need to worry—just plug and play."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Improved our organization with better customer experience and reporting abilities."
"I like the single sign-on and that administrators can customize."
"It tracks all trouble tickets and provides a ticket history."
"Service Request Management was the first big win for our company."
 

Cons

"In the Microsoft Excel features, it needs a command to wait for a calculation to complete."
"The product should improve on Voice Recognition and IoT pretty soon, as this is the next big thing in and I would like to see this upgraded in the next release."
"We've struggled with some of the new features Automation Anywhere added in the latest version. For example, they added a new OpenAI package, but it took a while for me to find it in the actions menu."
"When I post questions, I seldom get answers fast, and when I do, there are inconsistencies with the existing documentation."
"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."
"It is very difficult to create and automate timetables because they are modal, and it would be helpful if the bot could assist us with this."
"Cloud API vision and OCR engine integration should be more effective."
"It is a bit wonky with HTML when I'm working with it. There are times when it's not able to detect the technology that we are using. I don't know whether it's an Automation Anywhere issue or an internal issue. I want it to work smoothly with more technologies."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"The mobile version of this product does not support asset management."
"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."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"Sometimes it is difficult to make the application do exactly what you need."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"We need more customizable reporting functionality."
"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."
"Customer service: 3/10 - customer service is very painful. It takes a lot of time to pass the issue to the technical support and until that happens, the issue jumps between the people in support, that ask us always the some things."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Functionality-wise, it falls short of our expectations."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"The interface is somewhat dated as compared to technologies in use today."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
 

Pricing and Cost Advice

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"Currently, it stands as one of the more expensive RPA tools available."
"The cost of this solution is a little bit high, but it is worth the price."
"The price is very reasonable."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
"It is not cheap, but we are able to get an ROI."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"This solution has good pricing."
"Our costs are well over $250,000."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"The price of BMC Helix ITSM is expensive."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"It is costly, but it is well worth it."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"It is too expensive for a small business."
"There are licenses to use this solution."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
21%
Manufacturing Company
12%
Outsourcing Company
9%
Financial Services Firm
8%
Financial Services Firm
13%
Manufacturing Company
10%
Construction Company
8%
Government
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
 

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 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 ...
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...
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.
 

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

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix ITSM and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.