BMC FootPrints Service Core vs TOPdesk comparison

Why PeerSpot?

BMC Helix and TOPdesk are both solutions in the Help Desk Software category. BMC Helix is ranked #29, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 3, 2026

BMC FootPrints Service Core and TOPdesk compete in service management software. TOPdesk is often considered superior due to its robust features enhancing automation and efficiency.

Features: BMC FootPrints Service Core provides extensive customization, rich reporting tools, and strong integration with other business systems. TOPdesk offers excellent incident management, self-service capabilities, and powerful automation features to streamline operations and improve productivity.

Room for Improvement: BMC FootPrints Service Core could benefit from enhanced automation, more intuitive user interfaces, and improved mobile access. TOPdesk might improve by offering more customization options, better integration with third-party applications, and enhanced reporting capabilities.

Ease of Deployment and Customer Service: BMC FootPrints Service Core offers flexible deployment options such as on-premise and cloud solutions, along with responsive technical support. TOPdesk provides seamless cloud-based deployments with an intuitive setup process and reliable customer support.

Pricing and ROI: BMC FootPrints Service Core presents a cost-effective solution with strong ROI, appealing to budget-conscious organizations. TOPdesk requires a higher initial investment but promises significant long-term returns through enhanced operational efficiency.

To learn more, read our detailed BMC FootPrints Service Core vs. TOPdesk Report (Updated: September 2026).

Buyer's Guide

BMC FootPrints Service Core vs. TOPdesk

September 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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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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

"This Testing Anywhere is a good tool for the functional testing and also good for the beginners in Automation who don't have knowledge in scripting."

"The best feature is its ability to combine Automation Anywhere with AI to build intelligent bots."

"Automation Anywhere has excellent features."

"This is a perfect solution for us and Automation Anywhere helps us to close many deals."

"Many of our tasks are automated using AA and due to ease in handling, it becomes the first choice in terms of RPA tool."

"It's easy to use, and with less experience, anyone with the business knowledge can automate easily."

"Co-pilot certainly makes the job easier if the client has a subscription. It allows me to analyze desktop flows and activities and create flows using natural language."

"Automation Anywhere was easier to learn for the developers. It has a lot of out of box features when it comes to SAP, Excel, and others."

More Automation Anywhere pros

"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."

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"We can track issues easier and run reports on issues to see if there are patterns."

"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."

"Ability to auto-generate email messages, process email messages, and approvals."

"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."

More BMC FootPrints Service Core pros

"Change management is the most critical feature."

"Its ITSM approach is quite useful."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"The most valuable feature of the solution is the ticketing feature."

"The most valuable feature of TOPdesk is the reports."

"Technical support is great and we have not had any issues with them."

"As we have moved to an off-premises deployment, we get regular updates."

"TOPdesk is overall very stable."

More TOPdesk pros

Cons

"They need to improve the REST Api documentation because it is not well detailed or clear enough for beginners, and they need to provide some out-of-the-box AI and ML functions such as image classification and object identification."

"The technical support has been a little slow to respond to our inquiries."

"Some things that I do not see as of today are interactive chat or video interface."

"There are areas of improvement needed, such as complex decision-making skills. When updates are made, the IQ Bot's actions can be affected, leading to decision-making failures."

"MetaBots and Control Room may have some room for improvement."

"Going on-cloud comes with security hiccups and concerns."

"The solution could improve the integration with some web applications. It was difficult to manage them."

"Automation Anywhere is one of the least stable RPA tools out of the top five RPA solutions."

More Automation Anywhere cons

"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."

"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."

"The mobile version of this product does not support asset management."

"There are still a few odd issues in FootPrints 12.x, which are frustrating."

"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."

"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

"The solution's change management could be better."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"It is time-consuming to add new users."

"Change management implementation, facility management, and making reservations on assets can be improved."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"In some fields, it's just not good enough."

"An operator is also a user but requires creating two different records."

More TOPdesk cons

Pricing and Cost Advice

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

"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."

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"I would like them to have better license management."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

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."

"The solution's pricing is reasonable and not expensive."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"TOPdesk's pricing is cheaper than Jira's."

"The solution is inexpensive compared to competitors."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

20%

Comms Service Provider

11%

Manufacturing Company

11%

Outsourcing Company

12%

Manufacturing Company

10%

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	559

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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 needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk 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

TOPdesk

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

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

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

Cast & Crew

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

BMC FootPrints Service Core vs. TOPdesk

September 2026

Free Report: BMC FootPrints Service Core vs. TOPdesk

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