BMC FootPrints Service Core vs BMC Helix ITSM comparison

BMC FootPrints Service Core and BMC Helix ITSM are both solutions in the IT Service Management (ITSM) category. BMC FootPrints Service Core is ranked #26, while BMC Helix ITSM is ranked #8 with an average rating of 7.8. Additionally, 90% of BMC FootPrints Service Core users are willing to recommend the solution, compared to 87% of BMC Helix ITSM users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and BMC FootPrints Service Core are competing products in the IT service management domain. BMC Helix ITSM offers a competitive edge with its comprehensive features, while BMC FootPrints Service Core provides simplicity and cost-effectiveness for straightforward IT service management needs.

Features: BMC Helix ITSM is known for its automation capabilities driven by AI, extensive integration options, and robust incident management. Meanwhile, BMC FootPrints Service Core stands out with customizable workflows, a user-friendly interface, and effective asset management suitable for smaller organizations.

Room for Improvement: BMC Helix ITSM could improve in areas such as ease of deployment, simplifying its initial setup process, and reducing complexity for smaller enterprises. BMC FootPrints Service Core might enhance its offering by expanding integration options, increasing scalability for growing businesses, and enhancing its automation features.

Ease of Deployment and Customer Service: BMC FootPrints Service Core provides a straightforward on-premise deployment model, requiring minimal IT resources and offering intuitive setup and responsive customer service. BMC Helix ITSM, with cloud and hybrid deployment options, provides scalability but may require more initial setup effort, making it better suited for larger enterprises.

Pricing and ROI: BMC Helix ITSM involves a more substantial initial setup cost but offers long-term ROI through its advanced features. BMC FootPrints Service Core presents competitive pricing with lower initial costs, delivering quicker ROI for businesses seeking efficient yet cost-effective IT service management solutions.

To learn more, read our detailed BMC FootPrints Service Core vs. BMC Helix ITSM Report (Updated: June 2026).

Buyer's Guide

BMC FootPrints Service Core vs. BMC Helix ITSM

June 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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reviewer1765752

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…

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KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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Quotes from Members

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

Pros

"The most valuable feature is the screen recorder, which helps to automate processes easily."

"The IQ Bot is very impressive to us, as we have tried several tools in the industry and we have not been able to automate to the same level as provided by this solution."

"What I like most about Automation Anywhere is that it saves a lot of time because it rarely makes mistakes, which could have been made if we were to do that work repeatedly."

"We have improved on IQ Bot collectively with the normal Taskbot that we use. How it got started was that we have a lot of scanned documents to input for our solution. So, I used to get a lot of scanned documents, and extracting or reading the data from those has always been a pain area. We always used to bring a manual person in to do it. Once a manual person did that activity, it was brought into Excel where I could run the bot. With the entry of IQ Bot, it now takes care of my scanned documents, which means IQ Bot does the OCR extraction and gives my data to the Automation Anywhere Taskbot. This means no manual intervention and end-to-end bot processing, along with a happy customer at the end of the day. We provide these services to multiple clients, so we have been doing this for all of our clients."

"I like all of the features, especially the MetaBot, REST API, and SAP DLL."

"One of the notable benefits we've realized from Automation Anywhere is a significant reduction in errors when processing data, which improves both revenue accuracy and operational efficiency."

"Automation Anywhere (AA) is easy to use and understand, even if the user didn't have previous experience with RPA (robotic process automation) software before."

"AA has indirectly helped in re-engineering processes, which has made them more robust and efficient, and this has helped the business immensely."

More Automation Anywhere pros

"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."

"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's extremely stable; we've got customers who are mobile telecommunication customers, hospitals, power companies, and an airport, and we can handle the volume with no interruptions where instability would really be unacceptable."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."

"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."

"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."

"The discovery feature is very flexible."

More BMC FootPrints Service Core pros

"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."

"I like the single sign-on and that administrators can customize."

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."

"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."

"Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department."

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."

"It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations."

More BMC Helix ITSM pros

Cons

"Pricing with respect to the competitors is more."

"20 percent of the bots need to supervised because sometimes errors occur during the run. Most of the errors that I have encountered have been because the object cloning did not capture the buttons properly."

"Instead of depending on other open-source BPM products, AA should provide their own BPM for attended automations."

"This solution saves us time but there are some things that make it clumsy for the end-users."

"I would like to see them expand the service catalog with RCA add-ons to the current RPA package."

"We have used the technical support. I am quite unhappy with the support part."

"There is room for improvement in the stability of this product."

"I would like to see a technology where they can automatically update or upgrade themselves to the latest version, without having to uninstall the current bot."

More Automation Anywhere cons

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"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."

"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."

"Sometimes it is difficult to make the application do exactly what you need."

"The pricing could be a little lower and the product should cover more iTel versions."

"We need more customizable reporting functionality."

More BMC FootPrints Service Core cons

"The notifications that the solution is providing are very helpful, they should keep improving them for the future."

"It is too expensive for a small business."

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."

"Upgrading to a higher version should be easier. Also, performance is the factor which needs a lot of improvements."

"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."

"Desktop client should be an option for heavy users."

"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us."

More BMC Helix ITSM cons

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."

"Our pricing a year ago was $600 per license."

"I don't deal have cost specifics but I can say it is a tool that provides value for the money."

"Its price is competitive with all other products in the market."

"It is reasonable, but it can always be a little bit cheaper."

"The pricing is a bit higher."

"I would like them to have better license management."

"This is a value for the money product."

More Automation Anywhere pricing and cost advice

"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."

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"It is costly, but it is well worth it."

"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."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"It is too expensive for a small business."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"There are licenses to use this solution."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

More BMC Helix ITSM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

21%

Manufacturing Company

12%

Outsourcing Company

Comms Service Provider

Financial Services Firm

13%

Manufacturing Company

10%

Construction Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

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...

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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...

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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 needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...

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What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...

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What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

BMC Helix ITSM

June 2026

Download BMC Helix ITSM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

FootPrints Service Core

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

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

BMC Helix

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC FootPrints Service Core is a comprehensive tool that aids in incident, problem, and change management while offering customizable views and integration options.

Valued for its customizable home views and flexible database relations, BMC FootPrints Service Core excels in stability and responsive technical support. With capabilities for email automation, survey integration, and report creation, it enhances IT service management and business process efficiency. The solution supports ticket status updates with minimal downtime and accommodates multiple administrators across workspaces. Pink Elephant certification and smart IT features broaden its appeal for IT departments.

What are the key features of BMC FootPrints Service Core?

Incident Management: Tracks and resolves service desk tickets efficiently.
Problem Management: Identifies and mitigates underlying issues to prevent recurrence.
Change Management: Helps assess and handle changes seamlessly in the environment.
Customizable Views: Offers tailored dashboards for user-specific information.
Email Automation: Facilitates swift communication and response handling.

What benefits or ROI should users look for in reviews?

Stable Performance: Ensures reliable operation for consistent IT services.
Responsive Support: Provides timely technical assistance to resolve issues.
Administrative Flexibility: Allows versatile control across different workspaces.

In industries like IT services and HR, BMC FootPrints Service Core supports managing service desk tickets, tracking assets, and resolving issues in network, infrastructure, and software areas. Its functionalities also extend to HR issue tracking, service requests, and contract management, facilitating both on-premises deployments and ITIL process implementations such as Service Request and Service Catalog Management.

BMC Helix

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Cast & Crew

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Buyer's Guide

BMC FootPrints Service Core vs. BMC Helix ITSM

June 2026

Free Report: BMC FootPrints Service Core vs. BMC Helix ITSM

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