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Buyer's Guide
IT Service Management (ITSM)
July 2022
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Yoram Avraham - PeerSpot reviewer
Technology and Infrastructure Manager at Colmobil
Real User
Top 20
Simple and quick to implement, easy to use, saves us time and money
Pros and Cons
  • "It runs smoothly and all of the components are very easy to work with."
  • "There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

What is our primary use case?

We primarily use this solution as a ticketing system for our help desk. When people call us, we are able to open a ticket and start a case. We also use it as a knowledge base and for inventory.

How has it helped my organization?

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us.

The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms.

IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view.

This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again.

The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets.

Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

What is most valuable?

This solution is very simple to implement.

It runs smoothly and all of the components are very easy to work with.

Our users are now able to open tickets by themselves, rather than being restricted to contacting us by phone.

What needs improvement?

There is no such thing as a perfect solution and in the past, I have contacted support to implement new features.

For how long have I used the solution?

I have been using IT Care Center for between six and seven years.

We started using the cloud service a couple of months ago, but it doesn't include everything that we have on-premises.

What do I think about the stability of the solution?

The stability is perfect. Since I implemented it, there has not been a time when it was down. I would rate stability a nine out of ten, as no product can be rated a ten.

What do I think about the scalability of the solution?

Scalability-wise, it is endless. Everything I want, they implemented for me, and I don't have any limitations.

We have four administrators, including three at the help desk and one manager. There are approximately 1,500 end-users.

How are customer service and technical support?

When we call the company to ask for changes, such as a new dashboard, they implement it for us. I have not had to call them for technical problems. Rather, I use them when I want to implement a new process or change something.

Which solution did I use previously and why did I switch?

Prior to implementing this solution, we used BMC FootPrints.

FootPrints was a very hard product to use. There were no people who could give me support and I had a lot of problems. Moreover, it cannot support any business processes. These are the reasons that I switched.

How was the initial setup?

It is very easy to set up. The preparation took approximately a week, and after that, it was between two weeks and one month to implement the software. Most of the time was used in converting the database from the old platform to the new one.

Overall, the implementation of IT Care Center was very quick.

Our deployment strategy was carried out according to the company processes with respect to how users open tickets. 

What about the implementation team?

I implemented it myself, with help from the founder of IT Care Center. I was one of the first companies that implemented this product, so no middleman was involved.

No maintenance is required on our side.

What was our ROI?

Our return on investment comes from reducing the number of employees, having fewer tickets, and a lesser requirement for buying new hardware.

The time-to-value is very quick, all things considered. You will see a return on investment within two to six months.

What's my experience with pricing, setup cost, and licensing?

This product is very cheap when compared to other platforms.

All of the modules are included in a single license, which is very important because it makes it very easy to convince management to allocate a budget when all of the modules are included. They don't want to have to buy a platform in pieces. Rather, they want to know from the beginning how much it is going to cost, without any surprises.

There are no costs in addition to the standard licensing fees.

Which other solutions did I evaluate?

When I decided to stop using FootPrints, I also evaluated SysAid. However, I decided to adopt IT Care Center. One of the important factors was cost, and SysAid would have required a very long implementation phase.

Generally speaking, IT Care Center is quick and cheap to implement, it is easier to use and more flexible.

What other advice do I have?

Our company is rather low-tech and our users are not very technically savvy, so we have not created self-service processes where end-users can resolve their own issues using a knowledge-base or suggested articles.

My advice for anybody who is looking into this product is not to think twice. This is the best platform for dealing with projects, ticketing, knowledge bases, and inventory. I suggest using it for two weeks or a month and you will see for yourself that it is the best platform to use.

I would rate this solution a nine out of ten. 

Which deployment model are you using for this solution?

On-premises
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Real User
Top 5Leaderboard
Easy to use and implement with a good user interface
Pros and Cons
  • "The overall functionality of the product is excellent."
  • "The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

What is our primary use case?

We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

What is most valuable?

The analytics are very good.

The solution offers very nice incident management.

The overall functionality of the product is excellent.

The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically.

Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company.  

We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. 

The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.

What needs improvement?

While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering.

For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly.

It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting.

The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.

For how long have I used the solution?

We started using the solution 36 months ago. It's probably been close to three years.

What do I think about the stability of the solution?

The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable.

What do I think about the scalability of the solution?

The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be.

We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up.

We may increase usage in the future.

How are customer service and technical support?

Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide.

Which solution did I use previously and why did I switch?

While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow.

Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good.

How was the initial setup?

The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues.

We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month.

What about the implementation team?

We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves.

What's my experience with pricing, setup cost, and licensing?

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.

There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

What other advice do I have?

We're just customers and end-users.

I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro.

We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings.

I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical.

Overall, I would rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: I am a real user, and this review is based on my own experience and opinions.
CEO Executive at Spider Technology
Real User
Supports the agility model of a software company
Pros and Cons
  • "I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
  • "JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

What is our primary use case?

We are a software development company with 80 users. As part of development, we track the sprint to see if all the storyboards are complete and development completion. We notify the development team about change requests or incidents using JIRA Service Management.

How has it helped my organization?

In software development you need to handle case related software issues, JIRA has helped us with that.

What is most valuable?

I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.

What needs improvement?

JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.

For how long have I used the solution?

I have been using JIRA Service Management for two years.

What do I think about the stability of the solution?

JIRA is a very stable solution.

What do I think about the scalability of the solution?

The solution is scalable.

How are customer service and support?

Once the system is integrated we look at the tickets and find the solution in-house. Someone from JIRA will contact us and offer a solution, but rarely will we request support.

Which solution did I use previously and why did I switch?

We moved from HP Service Manager to JIRA Service because it was more suited to a software development company. We needed something to support our agility model where other software is focused on operations.

How was the initial setup?

We used an integrator to deploy JIRA. The initial setup of the solution was simple and transferring to JIRA Service took about 3 months.

What was our ROI?

Switching to JIRA provided a financial ROI. We did the ROI study when deciding to move from HP Service Manager and determined it was beneficial.

What other advice do I have?

If you are a software development company you need to use JIRA because it aligns with project management.

I would rate a JIRA Service Management a 9 of 10.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
IT Service Management (ITSM)
July 2022
Get our free report covering ServiceNow, BMC, Microsoft, and other competitors of BMC FootPrints Service Core. Updated: July 2022.
621,327 professionals have used our research since 2012.