BMC FootPrints Service Core vs ConnectWise PSA comparison

BMC Helix and ConnectWise are both solutions in the Help Desk Software category. BMC Helix is ranked #30, while ConnectWise is ranked #16 with an average rating of 8.0. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 100% of ConnectWise users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC FootPrints Service Core and ConnectWise PSA compete in the service management software arena. ConnectWise PSA seems to have the upper hand due to its comprehensive features and high user satisfaction, despite FootPrints' favorable pricing and support.

Features: BMC FootPrints Service Core is recognized for its flexibility and comprehensive asset management, efficient workflow automation, and customizable dashboards. ConnectWise PSA is known for its advanced ticketing system, extensive integrations, and robust reporting tools with a more comprehensive service management functionality.

Room for Improvement: BMC FootPrints could enhance its integration options and broader feature availability. It may also benefit from improved user interface design. Additionally, workflow customization could be more intuitive. For ConnectWise PSA, reducing the level of customization required during initial setup could improve user experience. Enhancements in integration efficiency and simplification of its extensive feature set would also be beneficial.

Ease of Deployment and Customer Service: BMC FootPrints provides flexible deployment, offering on-premise and cloud options backed by a responsive customer service team. ConnectWise PSA, being cloud-based, simplifies deployment but may demand more customization effort. Its reliable support team offers deep technical expertise to assist users.

Pricing and ROI: BMC FootPrints is cost-effective with lower upfront costs, providing a promising ROI. ConnectWise PSA, with its higher initial investment, delivers significant ROI through its extensive features and regular updates, justifying the higher cost.

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

Buyer's Guide

BMC FootPrints Service Core vs. ConnectWise PSA

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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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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

"The simplicity of the tool is a plus point, as it does not require one to be from coding background to work on it."

"Automation Anywhere's support has been great since we signed up for gold support last year."

"Since it is AI-powered, it automates our work; initially, we had many manual interventions, but now with the AI-powered capabilities, we are saving time and our productivity has increased."

"When we compare other projects on other platforms versus Automation Anywhere, the technical support we are receiving in terms of efficiency, and even that they are giving us good price, this is what we are looking for."

"The most valuable feature is recording in the Control Room, as it allows me to chose what I want to have recorded, ensuring that I get the right thing on time."

"They've now included the code so we can add some additional code, and that's good."

"We have saved time and money using the solution."

"AA helped us to reduce the processing time of requests almost instantly."

More Automation Anywhere pros

"This is certainly a solution that I recommend for big enterprise."

"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."

"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 have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

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

"Technical support is good."

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

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

More BMC FootPrints Service Core pros

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."

"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."

"It handles ticketing pretty well, and it's not something I have many critiques for."

"The product has been pretty stable so far."

"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."

"The platform is easy to use."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

More ConnectWise PSA pros

Cons

"I would like the ability to extract the code. You can go line by line, then open up each line of code and dig into the details, but it would be nice to extract all of the lines of code and all of the details into a document so we could read through everything. Right now, there is no way to really consume all of the code at once, except line by line, which can be fairly time consuming if we don't really know what we are looking for."

"Some things that I do not see as of today are interactive chat or video interface. These are things that I will look for in future. I saw something like picture recognition, but something like a video or voice recognition is something that I'm looking for in the Automation Anywhere platform as an end user and even as a reseller."

"It would be better if they could extend the support for AA version 11 for a few more years, as most of the companies have tasks completed in AA version 11, and A2019 is much slower compared to AA 11."

"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."

"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."

"I'd like to see the stabilization of Co-Pilot and integration with multiple products... In the future, I will require integration with SAP Oracle, Atlassian, and Service Now. The contact center vertical is important..."

"Verbose logging of bot compiling and deployment from the control room. Events occurring during compiling, pre-processing the bots should be logged in the control room or bot launcher logs."

"What I don't like about Automation Anywhere is that its troubleshooting tools need to be improved because they usually take a long time to solve problems as they come up."

More Automation Anywhere cons

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

"We need more customizable reporting functionality."

"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."

"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."

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

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

"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

"The custom reporting needs to be improved."

"The login issues with the cache always needing to be cleared."

"Better documentation and access to the back end database would be nice."

"Reliability is definitely something that I have issues with, especially over a bad connection."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"It needs to be easier to share tickets between users who need to work together."

"The technical support of ConnectWise PSA is not very good."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

More ConnectWise PSA cons

Pricing and Cost Advice

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

"The Automation Anywhere license is affordable and not complex."

"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."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

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

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."

"Overall, the pricing of Automation Anywhere is good."

"It has good licensing costs which are average for the market."

More Automation Anywhere pricing and cost advice

"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."

"This solution has good pricing."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"The pricing of ConnectWise Manage is reasonable."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"We're paying $940 a month for 14 users."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Construction Company

21%

Manufacturing Company

12%

Outsourcing Company

Financial Services Firm

Construction Company

16%

Financial Services Firm

Performing Arts

Manufacturing 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

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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 is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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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

ConnectWise PSA

June 2026

Download ConnectWise PSA product report

Also Known As

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

FootPrints Service Core

ConnectWise Manage

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

ConnectWise

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

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

Sample Customers

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

Cast & Crew

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Buyer's Guide

BMC FootPrints Service Core vs. ConnectWise PSA

June 2026

Free Report: BMC FootPrints Service Core vs. ConnectWise PSA

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