We performed a comparison between Agiloft Service Desk Suite and BMC FootPrints Service Core based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Our customer service and productivity have increased in quality and quantity since using this product."
"Ability to auto-generate email messages, process email messages, and approvals."
"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."
"It is stable and its technical support is good and quick."
"Technical support is good."
"The discovery feature is very flexible."
"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."
"This product solidly handles incident management, problem management, and change management."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The pricing could be a little lower and the product should cover more iTel versions."
"The mobile version of this product does not support asset management."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"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. 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."
"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."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while BMC FootPrints Service Core is ranked 26th in Help Desk Software with 10 reviews. Agiloft Service Desk Suite is rated 9.6, while BMC FootPrints Service Core is rated 8.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas BMC FootPrints Service Core is most compared with ServiceNow. See our Agiloft Service Desk Suite vs. BMC FootPrints Service Core report.
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