BMC FootPrints Service Core vs ManageEngine ServiceDesk Plus comparison

BMC Helix and ManageEngine are both solutions in the Help Desk Software category. BMC Helix is ranked #30, while ManageEngine is ranked #4 with an average rating of 8.3. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 91% of ManageEngine users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC FootPrints Service Core and ManageEngine ServiceDesk Plus are both key players in the IT service management category. ManageEngine ServiceDesk Plus appears to have the upper hand due to its comprehensive features and scalability, making it more adaptable to wider organizational needs.

Features: BMC FootPrints Service Core is praised for its customizable workflows, integration capabilities, and the ability to create custom home views for different teams. It also allows multiple administrators across various workspaces, enhancing flexibility. ManageEngine ServiceDesk Plus excels with its comprehensive ITIL-ready components, asset management features, and seamless integration with other modules like Active Directory Audit and Project Management. It provides automation in ticket routing and offers a robust solutions module for knowledge management.

Room for Improvement: BMC FootPrints Service Core could enhance its reporting capabilities and expand the number of supported integrations to match current industry standards. There is also a need for better automation features and a more intuitive user interface. ManageEngine ServiceDesk Plus could improve its customization options to suit specific business environments, develop advanced reporting functions, and offer deeper integration with external development tools like Jira.

Ease of Deployment and Customer Service: BMC FootPrints Service Core offers flexible deployment options with commendable customer service support, ensuring a hassle-free rollout. ManageEngine ServiceDesk Plus provides straightforward cloud and on-premise deployment strategies, coupled with proactive support services. Its easy deployment and responsive customer service give it a significant advantage in user experience.

Pricing and ROI: BMC FootPrints Service Core is cost-effective for initial setup, focusing on quick ROI by minimizing upfront costs. ManageEngine ServiceDesk Plus may have higher initial pricing but offers a strong ROI through extensive functionality and scalability. This justifies its cost, providing long-term value by catering to comprehensive IT management needs.

To learn more, read our detailed BMC FootPrints Service Core vs. ManageEngine ServiceDesk Plus Report (Updated: August 2026).

Buyer's Guide

BMC FootPrints Service Core vs. ManageEngine ServiceDesk Plus

August 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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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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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

"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."

"We are getting some phenomenal straight through processing, so we took what would have taken 30 to 35 people and are able to do that a little bit more accurately with about six."

"Automation Anywhere is a great tool."

"We found that Automation Anywhere was the easiest to use, and their offer was much more appealing compared to the other products, so that's why we ended up choosing them."

"Other products are more low-code, whereas Automation Anywhere is no-code making it easier to learn and user-friendly."

"Automation Anywhere is quite easy to use for users who are not technical, especially business users."

"Our first automation removed manual work from employees, so they are now able to more quickly product quality work."

"The use cases we're working on and the deterministic automations implemented so far have given us a great productivity boost in various functional areas across the globe, which has significantly helped the organization, and as we evolve towards more agentic and AI features from Automation Anywhere, these will further assist us in achieving end-to-end process automation rather than just peripheral automations."

More Automation Anywhere pros

"Technical support is good."

"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."

"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."

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

"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."

More BMC FootPrints Service Core pros

"There are a lot of great templates that you can take advantage of."

"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."

"The product is extremely user-friendly, and it is easy to build the workflows and electronic forms."

"It's very easy to customize the tool to your business needs."

"IT request management has improved over the years, and this product supports all process-related IT requests from users and operational management of the IT infrastructure."

"The most valuable features are project management, change management, and the flow according to the mail chain."

"There's no problem with the software."

"Service Catalog and Project Management are awesome features, and customers love them because they are easy to use, simple to install, and we set them up quickly too."

More ManageEngine ServiceDesk Plus pros

Cons

"For my organization specifically, the challenge is with Automation Anywhere upgradation. We have more than 100 bots that were developed five years ago."

"Its pricing definitely needs to be more competitive. When licensing costs are high, we cannot use this tool for automation."

"The Recorder action in the A2019 Community edition is not supported."

"Investment effect is almost none, unfortunately."

"I don't find a lot outside of the internal community forum."

"In Mexico, where our company is based, we face issues regarding obtaining new licenses, as this has to be done through a third-party company."

"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..."

"When working with Excel, unlike other tools such as UiPath, Automation Anywhere does not have the standard variables for .Net data types."

More Automation Anywhere cons

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

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

"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."

"Sometimes it is difficult to make the application do exactly what you need."

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

"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."

"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."

More BMC FootPrints Service Core cons

"We'd like to have more integration into other platforms."

"The solution does not have an automated approach to integration with other ManageEngine products and third-party products."

"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."

"I think asset management took a hit recently."

"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."

"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."

"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."

"Request management is not clearly separated from incident management and the conditions to customize this are tricky and unique for our organization."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"We have saved customers 400% in terms of time saved by implementing this product."

"The price is very reasonable."

"Annual licensing costs would be about $100,000."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."

"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."

"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."

More Automation Anywhere pricing and cost advice

"This solution has good pricing."

"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."

"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."

"It is cheaper than its competitors."

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"It is cheaper than the competitors."

"The price of the solution is low. However, it still could be less expensive."

"The platform has good pricing."

"As compared to a lot of systems out there, it is more affordable."

"It is not an expensive solution."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

21%

Manufacturing Company

11%

Outsourcing Company

Comms Service Provider

Construction Company

10%

Manufacturing Company

Outsourcing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

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 ManageEngine ServiceDesk Plus?

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

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What needs improvement with ManageEngine ServiceDesk Plus?

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

ManageEngine ServiceDesk Plus

July 2026

Download ManageEngine ServiceDesk Plus 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

ManageEngine

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

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

Sample Customers

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

Cast & Crew

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Buyer's Guide

BMC FootPrints Service Core vs. ManageEngine ServiceDesk Plus

August 2026

Free Report: BMC FootPrints Service Core vs. ManageEngine ServiceDesk Plus

Find out what your peers are saying about BMC FootPrints Service Core vs. ManageEngine ServiceDesk Plus and other solutions. Updated: August 2026.

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