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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

"We can track issues easier and run reports on issues to see if there are patterns."
"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."
"This product solidly handles incident management, problem management, and change management."
"Technical support is good."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"The discovery feature is very flexible."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"​Ability to auto-generate email messages, process email messages, and approvals."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The digital workplace is appealing."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It has centralized all work orders and help desk ticket tracking."
"The solution has good capabilities for analytics."
 

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."
"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."
"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 nice if they added the ability to go directly to a form via a deep link URL."
"The mobile version of this product does not support asset management."
"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 workflow should be made to be more user-friendly. It should also have more granular scalability."
"It needs to be more comfortable for the end-user."
"The user experience could be better."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
 

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."
"The solution's pricing should come down."
"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."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"BMC Helix ITSM is a very cost-effective solution."
"It is costly, but it is well worth it."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"The price of BMC Helix ITSM could improve their price."
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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: September 2025.
867,445 professionals have used our research since 2012.