We performed a comparison between BMC FootPrints Service Core and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Ability to auto-generate email messages, process email messages, and approvals."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"Technical support is good."
"We can track issues easier and run reports on issues to see if there are patterns."
"The most valuable features are the requests and incident tracking."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"Self-service interface means people can check their own tickets."
"It helps when you have an incident or performing a problem change management process."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"Time sheets are a powerful tool."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"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."
"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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"It doesn't yet have the ability to integrate with other products."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC FootPrints Service Core is rated 8.2, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC FootPrints Service Core is most compared with ServiceNow, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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