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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
6.9
Number of Reviews
662
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 (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) (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

"We've delivered tremendous value in a really short amount of time and gotten a lot of support from our organization."
"UI and document automation are two features I like. Document automation is helpful because it simplifies extracting and putting data into different ERP systems. I have three or four use cases for document automation. I also like the recorder objects feature, which was called object learning in the previous version, and screen scraping."
"The recorders are highly beneficial when automating web scraping or web automation tasks."
"The Capture command has been a lifesaver for me in each of my use cases and the advanced Excel functionalities like running macro, reading and manipulating data, etc. It allows the bot creator to leverage the inbuilt functionalities that AA2019 has to offer to a great extent."
"For an organization who is looking to do some business renovation, the solution can work well depending on its purpose and usage."
"A has a bouquet of features that can be used in our projects. We have utilized all the features in our existing projects. It may be task bots, meta bots, or IQ bots. The features in the AA bots may be object cloning or security features where the bots can be triggered only from the control room and will help clients to maintain their security concerns."
"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."
"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."
"It is stable and its technical support is good and quick."
"This product solidly handles incident management, problem management, and change management."
"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."
"This is certainly a solution that I recommend for big enterprise."
"Technical support is good."
"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."
"The discovery feature is very flexible."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"I believe that JIRA is one of the best project management tools."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"​Allows customized processes for our service contracts."
"Our service desk is completely automated using Jira for everyone in the organization."
 

Cons

"There is still a way to go for Automation Anywhere where we can see improvement. Mostly, we want to see more artificial intelligence and machine learning. Now, I can see only this mostly in the IQ Bot where we construct the data from PDFs. I also want to see more features where we can use the artificial intelligence in automating tasks as well."
"It is not always predictable 100% of the time. While it has improved with each version, some unexplained issues still exist."
"I could not say it's a stable product, because when you move in the market, there are many companies are there."
"Automation Anywhere could use to be more stabilized."
"It does not easily integrate with customized solutions."
"For assisted automation, the AA bot needs the facility to be triggered through an application interface after collecting input from the user."
"Regarding the UI, once you're in some of the screens there are fixed dialogues. They are a set size, so there's a lot of horizontal scrolls and vertical scrolls."
"They are already working on this: The boom of generative AI, the next-gen technologies, including advanced AI and ML technologies, are in the roadmap. I would like to see more and more AI integration and a bit more analytics. That would be great."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"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."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"Technical support is not the best and could definitely be improved."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The solution needs to be integrated better with Office X5."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"JSM's ability to handle large volumes of emails isn't great."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features."
 

Pricing and Cost Advice

"There is an annual license to use the solution."
"The setup cost for this is onetime and licensing is based on your choice of product."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"In terms of pricing, this is a good product."
"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."
"It's very good in terms of cost and pricing."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"This solution has good pricing."
"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."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"Licensing can become quite expensive."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"It costs around $150 to $200 per user."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Construction Company
21%
Manufacturing Company
11%
Outsourcing Company
9%
Comms Service Provider
9%
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
7%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
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
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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: August 2026.
909,679 professionals have used our research since 2012.