We performed a comparison between BMC FootPrints Service Core and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"This product solidly handles incident management, problem management, and change management."
"The discovery feature is very flexible."
"It is stable and its technical support is good and quick."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"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."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Technical support has been fine."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The most valuable features are the simplicity and the in-duty features."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution has good capabilities for analytics."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"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."
"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."
"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."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Log in process is unnecessarily complicated."
"In the next release, I would like to see AI used for classification or categorization."
"The search feature and the dashboard could both be improved."
"The amount of software issues are still too big, even considering the complexity of the tool."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"We have experienced outages, because some other customers did something on the same cluster that we share."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. BMC FootPrints Service Core is rated 8.2, while BMC Helix ITSM is rated 8.0. 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". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BMC FootPrints Service Core is most compared with ServiceNow, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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