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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
29th
Ranking in IT Service Management (ITSM)
31st
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 September 2025, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 1.1%, up from 0.3% compared to the previous year. The mindshare of BMC Helix ITSM is 8.1%, down from 14.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
BMC Helix ITSM8.1%
BMC FootPrints Service Core1.1%
Other90.8%
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

"This product solidly handles incident management, problem management, and change management."
"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."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"​Ability to auto-generate email messages, process email messages, and approvals."
"The discovery feature is very flexible."
"It has centralized all work orders and help desk ticket tracking."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The most valuable features are the simplicity and the in-duty features."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"With service requests, we have been able to give visibility to the business users."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The digital workplace is appealing."
 

Cons

"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 nice if they added the ability to go directly to a form via a deep link URL."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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 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 pricing could be a little lower and the product should cover more iTel versions."
"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."
"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. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"It needs to be more comfortable for the end-user."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"It has created more layers of bureaucracy."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The documentation could improve in BMC Helix ITSM."
"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."
 

Pricing and Cost Advice

"The licensing for FootPrints is a perpetual license with an annual support fee."
"Our costs are well over $250,000."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"This solution has good pricing."
"There are licenses to use this solution."
"It is too expensive for a small business."
"The price of BMC Helix ITSM is expensive."
"It is costly, but it is well worth it."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"The solution's pricing should come down."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
18%
Financial Services Firm
12%
Manufacturing Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise54
 

Questions from the Community

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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?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
 

Also Known As

FootPrints Service Core
Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
 

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: August 2025.
866,755 professionals have used our research since 2012.