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BMC FootPrints Service Core vs BMC Helix Enterprise Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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)
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)
BMC Helix Enterprise Servic...
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
13
Ranking in other categories
IT Service Management (ITSM) (5th)
 

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.
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…
EF
Digital Workplace Platform Engineer at Amaris
Data‑driven service dashboards have improved incident response and now support proactive operations
Regarding areas for improvement and challenges, complexity and learning curve are significant considerations. The platform is highly configurable, but this also means a steep learning curve, especially for administrators and new users. Proper training is essential. The initial setup and customization efforts for implementing workflows, dashboards, and integration can be consuming without clear process definitions. There is a risk of over-customization. The user interface has improved over time, but some areas of the platform are still not fully consistent, which can initially impact user adoption. We also encounter limitations with report customization; while dashboards are highly advanced and customizable, creating reports sometimes requires additional efforts and external tools.

Quotes from Members

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

Pros

"Unattended use is its most valuable feature."
"Automation Anywhere is unlike any other software; Automation Anywhere provides me with my bread and butter, and I just love the tool."
"There were about three to four people who were manually updating data into a system, then we replaced that process or augmented that with a bot that now reaches data and enters it on behalf of users, which gives significant hours back to the business so those people can work on some other high value task."
"Automation Anywhere can grow alongside our automation needs."
"We are measuring ROI through quality: Reducing errors, saving time, and saving money."
"The error handling and troubleshooting are very good, and it is easy for a developer to know what happened in any particular line of code."
"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"Automation Anywhere RPA has enabled a lot of our employees to have their valuable time freed up to do other things, ranging from the Treasury department, the Revenue department, General and Cost Accounting."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"We can track issues easier and run reports on issues to see if there are patterns."
"​Ability to auto-generate email messages, process email messages, and approvals."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"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."
"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."
"In my experience so far, the best features BMC Helix Enterprise Service Management offers are its ease of implementation and user-friendliness."
"BMC Helix Enterprise Service Management has really shaped Mahle, my last company, and their IT operations support system in a very formal way."
"Overall, I find BMC Helix Enterprise Service Management to be a powerful and comprehensive platform that has significantly improved incident resolution, team coordination, and service delivery in our organization."
"BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts."
"BMC Helix Enterprise Service Management offers the best features, including cloud-based access, and as long as you have internet, you can access it via Wi-Fi without needing installations on laptops or servers, making it easy to use quickly from anywhere."
"The support of BMC is generally good and better compared to some competitors."
"BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization."
"Overall, BMC Helix Enterprise Service Management helps us move from a reactive support model to a more proactive and data-driven IT operation, delivering faster resolution times, better user experience, and measurable efficiency gains."
 

Cons

"While exporting a package, an option to de-select all the depending/referenced files should be available. Currently, it only allows for selecting all the files. Also, the views should be re-sizable as they are currently a fixed width. This would enable to view long file names easily eliminating any chances of exporting the wrong file."
"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."
"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."
"Investment effect is almost none, unfortunately."
"The initial setup was complex because we had to make sure all the security aspects were approved by our leadership."
"Automation Anywhere will sometimes announce releases or updates in their roadmap, and we wait for them, but they do not happen on time or at all."
"I would like them to add OCR features. This would help us deal with unstructured data and we can get more data out of images."
"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."
"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."
"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."
"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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"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."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"Regarding areas for improvement and challenges, complexity and learning curve are significant considerations."
"The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management."
"BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful."
"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."
"In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the GUI are slightly quirky, leading to freezes occasionally."
"BMC Helix Enterprise Service Management can be improved because it has a legacy system that needs enhancement. The interface needs improvement because it is not very user-friendly."
"For me, there was only one thing that could improve BMC Helix Enterprise Service Management."
"An improvement needed for BMC Helix Enterprise Service Management would be to have assisted guides or templates on how to use the application or the best-suited applications to carry out the use cases, which would help other teams implement BMC Helix Enterprise Service Management."
 

Pricing and Cost Advice

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"I feel the cost of licensing is very high for the A2019 version."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"We purchase on a bot basis. Our costs are approximately $5,000."
"It is affordable for us."
"The licensing cost is approximately $4,000 USD, which is a seed license."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"Our costs are well over $250,000."
"This solution has good pricing."
"The licensing for FootPrints is a perpetual license with an annual support fee."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Construction Company
20%
Comms Service Provider
11%
Manufacturing Company
11%
Outsourcing Company
8%
Financial Services Firm
18%
Comms Service Provider
10%
University
9%
Outsourcing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise11
 

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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What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
Regarding pricing, setup cost, and licensing for BMC Helix Enterprise Service Management, I find it reasonable. It wa...
What needs improvement with BMC Helix Enterprise Service Management?
In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the ...
What is your primary use case for BMC Helix Enterprise Service Management?
My main use case for BMC Helix Enterprise Service Management involves handling hundreds of jobs that are scheduled da...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
No data available
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
Information Not Available
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix Enterprise Service Management and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.