BMC FootPrints Service Core vs Cherwell Service Management comparison

BMC Helix and Ivanti are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #27, while Ivanti is ranked #26. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 80% of Ivanti users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 3, 2026

BMC FootPrints Service Core and Cherwell Service Management compete in the IT service management solutions category. BMC FootPrints is preferred for its user-friendly customer support, while Cherwell is highlighted for its advanced functionality.

Features: BMC FootPrints Service Core offers a customizable interface, workflow streamlining, and provides a flexible platform to adapt service management to organizational needs. It supports the ability to create custom home views for various teams, and its relational database feature facilitates detailed histories and audit trails. Cherwell Service Management excels with automation capabilities, extensive integration options, and provides robust incident, problem, and change management. It also includes functional dashboards and smart IT features to enhance user interaction and data management.

Room for Improvement: BMC FootPrints could improve by enhancing its reporting capabilities, offering better lockdown features for tickets, and expanding its integration options with third-party tools. Improvements in dashboard functionality and smart IT extensions could also be considered. Cherwell's deployment complexity can be reduced, its initial setup process can be streamlined, and it could optimize its integration with non-IT systems. Additional enhancements in user support features during onboarding and upgrading its reporting system could add value.

Ease of Deployment and Customer Service: BMC FootPrints provides a straightforward deployment process complemented by strong customer support, ensuring a smooth transition for new implementations. Cherwell Service Management, albeit complex in its initial deployment, supports users with comprehensive guidance and resources to overcome setup challenges, but its supportive infrastructure is beneficial post-deployment.

Pricing and ROI: BMC FootPrints is recognized for a moderate setup cost, delivering an attractive ROI for midsize enterprises by enabling cost-effective service management solutions. Cherwell Service Management demands a higher upfront investment but leverages its extensive features to provide significant long-term value, appealing to larger organizations with flexible budgets and high ROI potential through its suite of enhanced capabilities.

To learn more, read our detailed BMC FootPrints Service Core vs. Cherwell Service Management Report (Updated: June 2026).

Buyer's Guide

BMC FootPrints Service Core vs. Cherwell Service Management

June 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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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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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

"There are quite a few very strong features available to users."

"This solution saves time when completing our pharmaceutical processes, which allows things to progress faster to the FDA."

"The feature I appreciate the most about Automation Anywhere is the interface."

"Our onboarding process was pretty good. We got access to all software that we needed to learn and utilize. The Automation Anywhere University is really good. In our business, the person who was onboarding us helped us to understand how to create a center of excellence and what verticals we needed to improve. So, the support was there. We are gradually becoming a center of excellence ourselves."

"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."

"The stability of Automation Anywhere is not a concern when deployed on the cloud."

"A valuable feature of Automation Anywhere for my needs is IQ Bot because it covers most of the semi-structured and structure data. That's where we are struggling a lot. So, IQ Bot is a very good solution to know and bring onboard for the automation of unstructured and semi-structured data."

"Excel automation is especially helpful because a lot of small companies are still using Excel as their data storage."

More Automation Anywhere pros

"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."

"We can track issues easier and run reports on issues to see if there are patterns."

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

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

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

"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."

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

More BMC FootPrints Service Core pros

"We use the solution every day and quite extensively."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"The dashboard is very useful to get a quick overview of current tasks."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

More Cherwell Service Management pros

Cons

"I would like to have a bot as a service platform on AA Cloud."

"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable. For example, if I'm opening up a heavy Excel file, which is uploaded in some shared drive over the net, and I have my box coded to open that Excel to do some work or formatting on it, and depending on the network load and the size of the file, this client version while trying to access that file becomes unstable at times. It goes into the hang position until a human being comes in, ends the task, and restarts it. Until this happens, it does not respond."

"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."

"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."

"The main disadvantage of Automation Anywhere is its high cost."

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

"The current accuracy rate of 60% for document-based automations requires human intervention."

"IQ Bot has some limitations that should be improved in future releases."

More Automation Anywhere cons

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

"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."

"To improve the product for our usage, the pricing maybe could be a bit lower."

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

"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."

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

More BMC FootPrints Service Core cons

"Access is only available if we're on VPN."

"The support from the actual manufacturer is poor."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"The solution could be more user-friendly."

"Agile delivery should be supported."

More Cherwell Service Management cons

Pricing and Cost Advice

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."

"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."

"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."

"We have seen ROI on one of the process, but not on the other processes yet."

"Automation Anywhere University is pretty good. They make it available free for everyone."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

More Automation Anywhere pricing and cost advice

"Our costs are well over $250,000."

"This solution has good pricing."

"The licensing for FootPrints is a perpetual license with an annual support fee."

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

"For an ITIL user, the cost is probably about 50 bucks a month."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

21%

Manufacturing Company

12%

Outsourcing Company

Comms Service Provider

Construction Company

11%

Computer Software Company

Manufacturing Company

Energy/Utilities Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

No data available

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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs BMC FootPrints Service Core

Compared 17% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 14% of the time

Rezolve.ai vs BMC FootPrints Service Core

Compared 13% of the time

Zendesk vs BMC FootPrints Service Core

Compared 5% of the time

ManageEngine ServiceDesk Plus vs BMC FootPrints Service Core

Compared 4% of the time

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ServiceNow vs Cherwell Service Management

Compared 17% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 14% of the time

Freshservice vs Cherwell Service Management

Compared 9% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

JIRA Service Management vs Cherwell Service Management

Compared 4% of the time

More Cherwell Service Management Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Cherwell Service Management product report

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

Automation Anywhere

Demo not available

BMC Helix

Demo not available

Ivanti

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

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

Sample Customers

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

Cast & Crew

Ausenco, Highlights for Children, B/E Aerospace

Buyer's Guide

BMC FootPrints Service Core vs. Cherwell Service Management

June 2026

Free Report: BMC FootPrints Service Core vs. Cherwell Service Management

Find out what your peers are saying about BMC FootPrints Service Core vs. Cherwell Service Management and other solutions. Updated: June 2026.

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