BMC FootPrints Service Core Reviews

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.

We primarily use it for IT support and ITSM.

It is stable and its technical support is good and quick.

Our primary use for this product is we effectively use it as a very smart ticketing system. So most companies have the add-on version or the add-on module for change management and also the CMDB (Configuration Management Database). So the CMDB is populated with inventory data, whether it be ECCN (Export Control Classification Number) or other sources. It's a very sophisticated ticketing system.

The product is very strong on three things: incident management, problem management, and change management. So its primary value for us are the incident, problem and change management features.

We use this solution for IT Service Management. These ITIL processes include change level management and incident problem management. We also use this solution for Ipro processes. We perform discovery for configuration management and capacity management for all of our platforms. We also use it for supply and contract management.

We have an on-premises deployment.

The most valuable feature of this solution is Smart IT.

 The discovery feature is very flexible.

We use the on-prem deployment model of this solution. Our primary use case is for our ticketing system, tracking system, and asset tracking system.

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.

My company employs this solution as our service desk management system. Our primary use case is the management service desk tickets. The solution tracks any technical issues, problems, and questions. The system provides all of the functionality needed to manage incident, problems, change and configuration management. The Service Catalogue provides end-users with an easy method to request new services.

In the past, when we knew we had tons of tickets, without FootPrints, it was unclear just how many service desks tickets remained outstanding. Since integrating this tool to manage our tickets we have been able to capture all reports. This has allowed us to better inform the management team about just how many tickets have been processed, how many tickets are still pending, and the category of the tickets. This system has allowed us to see the big picture in regards to our service desk operations and helps with understanding our customer because FootPrints can record end-user interactions.

We started using FootPrints as our primary tool for Incident and Change Management. Then, we expanded capabilities to fulfill the need for Service Request Management and Service Catalog Management for IT. Eventually, we took the tool to other non-IT departments for streamlining business process that may, or may not, have an IT component.

Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.

We use the software for help desk problem tickets and service requests. We also use it for HR issues related to benefits and other HR issues.

We can track issues easier and run reports on issues to see if there are patterns. We can send surveys out on each ticket to get feedback on issues and our services.