BMC FootPrints Service Core and Cherwell Service Management compete in the IT service management solutions category. BMC FootPrints is preferred for its user-friendly customer support, while Cherwell is highlighted for its advanced functionality.
Features: BMC FootPrints Service Core offers a customizable interface, workflow streamlining, and provides a flexible platform to adapt service management to organizational needs. It supports the ability to create custom home views for various teams, and its relational database feature facilitates detailed histories and audit trails. Cherwell Service Management excels with automation capabilities, extensive integration options, and provides robust incident, problem, and change management. It also includes functional dashboards and smart IT features to enhance user interaction and data management.
Room for Improvement: BMC FootPrints could improve by enhancing its reporting capabilities, offering better lockdown features for tickets, and expanding its integration options with third-party tools. Improvements in dashboard functionality and smart IT extensions could also be considered. Cherwell's deployment complexity can be reduced, its initial setup process can be streamlined, and it could optimize its integration with non-IT systems. Additional enhancements in user support features during onboarding and upgrading its reporting system could add value.
Ease of Deployment and Customer Service: BMC FootPrints provides a straightforward deployment process complemented by strong customer support, ensuring a smooth transition for new implementations. Cherwell Service Management, albeit complex in its initial deployment, supports users with comprehensive guidance and resources to overcome setup challenges, but its supportive infrastructure is beneficial post-deployment.
Pricing and ROI: BMC FootPrints is recognized for a moderate setup cost, delivering an attractive ROI for midsize enterprises by enabling cost-effective service management solutions. Cherwell Service Management demands a higher upfront investment but leverages its extensive features to provide significant long-term value, appealing to larger organizations with flexible budgets and high ROI potential through its suite of enhanced capabilities.
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