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BMC FootPrints Service Core vs Serviceaide ChangeGear comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
642
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)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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…
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"We've had many sit-down conversations with the Automation Anywhere team when we were testing out the document automation. We gave them feedback about potential enhancements, so when we launched our most recent document automation use case, the capabilities were already there. We didn't need to come up with a workaround or put the project on hold because the things we needed were unavailable. That commitment to customer success stands out because they know that without us, the product won't succeed."
"Automation Anywhere can have a significant impact on any company's operation, as it can automate a wide variety of tasks that are mundane, time-consuming, and the least productive."
"The OCR feature in Automation Anywhere is the best I have encountered, even better than Google."
"Automation Anywhere is scalable and capable of adapting to any new requirements and technologies."
"What really helps RPA to grow is the cognitive part of it. That's where the product is really good. Initially, it started out as RPA, but now there is a cognitive aspect to it. That's a key value to it."
"Time-wise: We have saved hundreds of thousands of hours."
"Overall, based on my experience with Automation Anywhere, I would rate it a nine out of ten."
"The flexibility which has been built into it is its most valuable feature."
"We can track issues easier and run reports on issues to see if there are patterns."
"This is certainly a solution that I recommend for big enterprise."
"​Ability to auto-generate email messages, process email messages, and approvals."
"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."
"The discovery feature is very flexible."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"It is stable and its technical support is good and quick."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"CA Technologies support is excellent."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"This is really easy solution to scale up and get get going to add new catalog items."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
 

Cons

"We have found that the passwords are not very stable in terms of their accuracy. We could only get 70 percent accuracy in these cases. Our clients require more accurate results. We are working toward this."
"They could improve around continuous integration, e.g., Jenkins and GitHub, stating how you could use those products and integrating them into Automation Anywhere."
"It is not able to use OCR effectively and has limited usability."
"We would like to have a better debugging facility."
"It is not easy to integrate APIs with Automation Anywhere without a good knowledge of APIs."
"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."
"The mobile application can be improved by adding more functions and capabilities because right now, only a few features are enabled for mobile users."
"In Automation Anywhere, the logging process is manual. We have to manually log each instance where the bot fails or the progress of a task. Automating this through a new feature would help developers simplify their development process."
"Sometimes it is difficult to make the application do exactly what you need."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"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."
"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."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"The pricing could be a little lower and the product should cover more iTel versions."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"Usability for IT analysts could be improved."
"Their service management application needs a lot of work."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"It loses points because it’s not GUI enough, too code-y."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"Importing data with relations is difficult and could be better."
 

Pricing and Cost Advice

"It costs up to $1,200 per license."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"I have heard that Automation Anywhere is expensive."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"The cost is anywhere between $10,000 and $100,000."
"The pricing model can be a bit more flexible."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"Our costs are well over $250,000."
"This solution has good pricing."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
21%
Manufacturing Company
12%
Outsourcing Company
9%
Comms Service Provider
8%
Construction Company
18%
Comms Service Provider
9%
Financial Services Firm
8%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
Oakwood Systems Group
Find out what your peers are saying about BMC FootPrints Service Core vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.