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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
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)
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

"One very useful feature is the IQ Bot, which is helpful in the operation of the data input process to all of their applications."
"It helps increase productivity by 20% to 30%."
"We simply train the Bot by uploading sample files, and it then begins classifying, processing, and extracting the data within a short span of time."
"The code, once developed, is pretty stable."
"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."
"For the tasks that I do repeatedly, I can record processes using Automation Anywhere. I record mouse and keyboard actions and create a workflow for those activities. This minimizes my workload. The recording option is very useful."
"My clients have seen tremendous value when it comes to automating business processes, and the robust nature of the application allows them to scale their business processes pretty quickly."
"The feature we found to be the most valuable is the documentation automation as it allows us to focus on the actual important piece of building automation instead of tracking some of the repugnant documentation that goes along with building automation."
"The discovery feature is very flexible."
"It is stable and its technical support is good and quick."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"We can track issues easier and run reports on issues to see if there are patterns."
"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 has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"This product solidly handles incident management, problem management, and change management."
"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."
"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."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
 

Cons

"There should be more available Data Analytics and more AI Front and Deep Learn concepts."
"Most clients use systems which use old Java versions, trying to automate on these systems is really difficult since most features/commands are not supported."
"They do not include the basic functionality of column headers in Excel worksheets. This is missing, and we need it."
"My experience with pricing, setup cost, and licensing has been mixed."
"Although Automation Anywhere is a GUI-based platform with drag-and-drop functionality, non-technical business users struggle to implement it due to the complexities of operationalizing automation within a business context."
"I would like to see more complex use cases coming out for our industry."
"You could improve the tools for reading CSV/Excel, also providing wizards or detailed guides, otherwise, it is quite complex to use them, especially at the beginning."
"IQ Bot has some limitations that should be improved in future releases."
"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."
"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 mobile version of this product does not support asset management."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"We had a lot of issues with non-Windows servers during implementation."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"It loses points because it’s not GUI enough, too code-y."
"Importing data with relations is difficult and could be better."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Flexibility to customize."
 

Pricing and Cost Advice

"The certifications are free of cost."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"The licensing cost for Automation Anywhere is high."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"This solution has good pricing."
"Our costs are well over $250,000."
"The licensing for FootPrints is a perpetual license with an annual support fee."
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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%
Construction Company
21%
Outsourcing Company
10%
Comms Service Provider
9%
Financial Services Firm
8%
 

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 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.
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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: August 2026.
909,679 professionals have used our research since 2012.