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Agiloft Service Desk Suite vs BMC FootPrints Service Core comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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
660
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)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
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)
 

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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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…

Quotes from Members

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

Pros

"What I appreciate most about Automation Anywhere is the ease of use. Everything is easy to set up. I also appreciate the extensibility that it has."
"The OCR application is excellent and has helped resolve many issues that I had been facing."
"It helped agents process tickets with minimal errors and improved average handling time as they are able to close the tickets faster."
"On average, the return that I've seen is about three dollars for every dollar spent on RPA."
"Automation Anywhere has positively impacted my organization by saving millions of dollars over the past several years since we implemented it, along with saving a lot of hours, achieving a lot of ROI, realizing a lot of value, and significantly reducing urgency and stress."
"This solution is valuable because it can automate tasks which would otherwise be left for us to process manually."
"This tool provides us with easy accessibility for adopting the new process, as it is more user-friendly, and many new resources are able to grasp the tool and start doing the automation with ease, which is basically missing in the other vendors' tools."
"It has saved our HR department time since this process automatically happens without anybody's intervention. Our HR department is able to devote their time to more productive work or activities. It has also saved a lot of costs since every employee in the HR department is involved in the attendance and payroll process. Second, the process is now no more human dependent."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"The discovery feature is very flexible."
"Technical support is good."
"This is certainly a solution that I recommend for big enterprise."
"It's extremely stable; we've got customers who are mobile telecommunication customers, hospitals, power companies, and an airport, and we can handle the volume with no interruptions where instability would really be unacceptable."
"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 can track issues easier and run reports on issues to see if there are patterns."
"This product solidly handles incident management, problem management, and change management."
 

Cons

"The main request I have for Automation Anywhere is to focus more on technical demonstrations."
"Unwanted windows are popping up. We have to train a bot to recognize the window if it comes up, know what it is, and click it. If it is interrupting our bot, I just want to avoid that window, because I am getting failed logs."
"If you work with image recognition and custom objects, there are stability issues."
"The architecture and pro-code support for pro-code agents are areas that could use improvement, which they don't have currently."
"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents."
"We would like a smoother process for moving bots and tasks between the different development environments, from development to testing to production. We find this to be pretty cumbersome to work through."
"PDF extraction and cognitive automation need improvement."
"For the short term, in this pandemic era, they should have a feature to write and save directly into Word documents, Office 365, or Google Docs."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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 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."
"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."
"We need more customizable reporting functionality."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
 

Pricing and Cost Advice

"We have purchased licenses, but are trying to obtain more bot programmer licenses."
"This solution costs approximately $3,500 USD per license."
"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."
"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."
"Roughly, as of today, it is around $250,000 annually."
"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"This solution has good pricing."
"Our costs are well over $250,000."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
No data available
Construction Company
21%
Manufacturing Company
11%
Outsourcing Company
9%
Comms Service Provider
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
 

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)
No data available
FootPrints Service Core
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Cast & Crew
Find out what your peers are saying about Agiloft Service Desk Suite vs. BMC FootPrints Service Core and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.