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Agiloft Service Desk Suite vs BMC FootPrints Service Core comparison

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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
6.8
Number of Reviews
666
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 (2nd), 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 (43rd)
BMC FootPrints Service Core
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (29th), 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

"The OCR application is excellent and has helped resolve many issues that I had been facing."
"The most valuable feature of our solution is the cognitive computing because that is coming onto stream a lot faster than you would think. What used to be in the middle of, "Can this be done or not?", is becoming, "It can be done." We are getting some incredible straight through processing rates with AR around healthcare and financial services."
"It has provided our organization a lot of benefits, as we have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work and providing profit to the business."
"The initial setup was straightforward. It is a very guided experience: out-of-the-box with Automation Anywhere University training."
"Automation Anywhere has helped my customers save time and costs, especially in card settlements, where a task that used to take about fourteen days to refund the user now takes the next day or at the same time using Robotic Process Automation."
"By implementing processes using Automation Anywhere, we can save up to 3,000 euros within two weeks of development."
"The platform is easy to use, especially for business users."
"Manual efforts have been reduced and the accuracy has increased. In the processes I have done, the accuracy has reached 100 percent, and manual load and time has been reduced."
"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."
"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%."
"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."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"This is certainly a solution that I recommend for big enterprise."
"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."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."
"​Ability to auto-generate email messages, process email messages, and approvals."
"We can track issues easier and run reports on issues to see if there are patterns."
 

Cons

"Automation Anywhere can be improved by reducing the time of the processes and enhancing the efficiency of people."
"There's a loss of overhead on the computing resources in Automation Anywhere. If you have an encrypted bot, the Automation Anywhere software has to read it first, decrypt it, and run it. So there is a potential that, if the logic of the bot isn't good enough, a lot of CPU and memory overload will happen. This is something which Automation Anywhere should look at because it takes a lot of computing resources. I have seen CPUs running at 100 percent."
"Because we are very new to our process, so we're still sort of working through it."
"Apart from the Chrome issue, which took them maybe a week to fix, we lost a lot of processes during that time, but it just happens unfortunately."
"While it is easy to develop automation, deploying and running them requires some technical knowledge."
"We have a few issues which have persisted. These end up restarting the machine. We are hoping in version 11.3 of Automation Anywhere, our compatibility and infrastructure issues will be resolved."
"The AI Sense functionality is what I believe can be improved since when I tried to use it for automating a use case involving a Citrix Virtual Machine, it was unable to capture objects consistently."
"The cost of this solution can be improved."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Sometimes it is difficult to make the application do exactly what you need."
"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."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"The mobile version of this product does not support asset management."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
 

Pricing and Cost Advice

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"It's a bit expensive compared to other RPA tools on the market."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"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
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Construction Company
20%
Comms Service Provider
11%
Manufacturing Company
11%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
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: September 2026.
915,341 professionals have used our research since 2012.