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BMC FootPrints Service Core vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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

BMC FootPrints Service Core
Ranking in Help Desk Software
32nd
Ranking in IT Service Management (ITSM)
30th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in Help Desk Software
6th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 0.8%, up from 0.3% compared to the previous year. The mindshare of BMC Helix ITSM is 9.7%, down from 13.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

reviewer1765752 - PeerSpot reviewer
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…
Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.

Quotes from Members

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

Pros

"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."
"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."
"​Ability to auto-generate email messages, process email messages, and approvals."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"We can track issues easier and run reports on issues to see if there are patterns."
"It is stable and its technical support is good and quick."
"The discovery feature is very flexible."
"Technical support is good."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Our Change Management and Incident Management​ processes have been greatly improved."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
 

Cons

"The mobile version of this product does not support asset management."
"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 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."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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 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."
"The pricing could be a little lower and the product should cover more iTel versions."
"The documentation could improve in BMC Helix ITSM."
"The interface is somewhat dated as compared to technologies in use today."
"The interface isn't that great."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
 

Pricing and Cost Advice

"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."
"Our costs are well over $250,000."
"This solution has good pricing."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"The solution's pricing should come down."
"It is costly, but it is well worth it."
"BMC Helix ITSM is a very cost-effective solution."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"There are licenses to use this solution."
"It is too expensive for a small business."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Government
11%
Healthcare Company
9%
Educational Organization
9%
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
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What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
 

Also Known As

FootPrints Service Core
Remedy ITSM, Remedy, Helix Remedy
 

Overview

 

Sample Customers

Cast & Crew
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix ITSM and other solutions. Updated: July 2025.
861,390 professionals have used our research since 2012.