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BMC FootPrints Service Core vs JIRA Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Apr 5, 2026

Review summaries and opinions

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

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
664
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
BMC FootPrints Service Core
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (27th)
JIRA Service Management
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
 

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…
Sohaib Ahmad - PeerSpot reviewer
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Quotes from Members

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

Pros

"Most of the features of Automation Anywhere (AA) are good, but one big feature which I really like is its OCR (optical character recognition) feature."
"I have seen a return on investment with Automation Anywhere, as we have achieved a value of 10 million for a single process in one year, helping that team to accelerate more and bring value to the organization."
"The best features of Automation Anywhere are having a user-friendly interface and the ability to integrate AI, and APIs and services like OpenAI's ChatGPT can be integrated, enhancing its functionality."
"IQ Bots are extremely powerful. We are using them increasingly more where we're about to look through a lot unstructured sources, like PDF documents, scanned images, contracts, etc. We are able to take the data out, then use that toward processing structured data and creating insights for our clients."
"I liked the Automation Anywhere University. It was easy and simple. I hoped that it wouldn't take too much of my time, and it didn't, which was good."
"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."
"Comparing to other products in the market, we are getting all the features in hundred percent quality with what the objective needs to be met by other products, and that is also delivered in Automation Anywhere."
"We saved approximately 10,000 hours of work for ourselves, and there are a couple of projects that we have worked on where we could have saved approximately 4000 hours on just one project that we built in two to three weeks."
"The discovery feature is very flexible."
"Technical support is good."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"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."
"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."
"This product solidly handles incident management, problem management, and change management."
"It is stable and its technical support is good and quick."
"I think it's easy to use and user-friendly."
"Our service desk is completely automated using Jira for everyone in the organization."
"Using JIRA simplifies tracking issues and updates."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"JIRA Service Management is user-friendly and can help you achieve what you want to achieve."
"The platform is easy to use."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The initial setup is easy and straightforward."
 

Cons

"To achieve a perfect ten, I would want to see new features working as expected and further advancements in automation."
"We will be running error handling for 8,000 process and the system will fail."
"Productivity increased when we implemented Automation Anywhere, but it did not meet the client's expectations regarding the number of human workers it replaced."
"I had an issue lasting for the better part of three years, and it was quite severe."
"If we are getting input from a CSV file, we have to add one more layer of automation that first saves the data to an Excel file."
"We would like to have a better debugging facility."
"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable."
"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."
"We need more customizable reporting functionality."
"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."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"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."
"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."
"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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"Sometimes it is difficult to make the application do exactly what you need."
"There is room for improvement in support."
"While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience."
"The support we received was not fully provided at that time."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"In-built chat is missing in JIRA Service Management."
"This solution lacks features for project management. I would like to see more reports."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks."
 

Pricing and Cost Advice

"The price for Automation Anywhere is reasonable."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"The price is a little bit high but the support is good."
"It's cheapest among the competition, although bargaining is a must."
"The solution is quite expensive. Not every organization can consider this option."
"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."
"The solution's pricing is pretty decent."
"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."
"Our costs are well over $250,000."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"I price of JIRA Service Management is reasonable."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"It is a cheaply priced product."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
10%
Construction Company
20%
Comms Service Provider
11%
Manufacturing Company
11%
Outsourcing Company
8%
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
9%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise560
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

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.
Ask a question
Earn 20 points
What is your experience regarding pricing and costs for JIRA Service Management?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...
What needs improvement with JIRA Service Management?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
JIRA Service Desk, Atlassian Jira 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
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about BMC FootPrints Service Core vs. JIRA Service Management and other solutions. Updated: September 2026.
914,889 professionals have used our research since 2012.