BMC FootPrints Service Core vs Freshservice comparison

Why PeerSpot?

BMC Helix and Freshworks are both solutions in the Help Desk Software category. BMC Helix is ranked #30, while Freshworks is ranked #6 with an average rating of 8.3. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 3, 2026

BMC FootPrints Service Core and Freshservice are competing in the IT service management solutions category. Based on data comparisons, Freshservice seems to have the upper hand due to its comprehensive features and perceived value.

Features: BMC FootPrints Service Core provides robust incident and change management with advanced automation capabilities. It offers flexible on-premise options, making it suitable for complex environments needing extensive customization. Freshservice stands out with its intuitive dashboard, seamless integrations, and efficient asset management tools, appealing to those seeking ease of use and quick implementation.

Room for Improvement: BMC FootPrints Service Core could enhance its initial setup efficiency and reduce the need for extensive technical assistance. Customization complexity might be simplified. Freshservice could expand its capabilities for handling extensive customization needs, improve the feedback system on case analysis, and enhance AI features for better user interaction.

Ease of Deployment and Customer Service: Freshservice offers a cloud-based deployment model with minimal setup time and comprehensive support, enabling swift access and streamlined operations. BMC FootPrints Service Core, while providing flexible on-premise and cloud options, tends to require more initial setup and technical assistance, potentially affecting deployment speed.

Pricing and ROI: Freshservice typically offers a more attractive pricing model focused on scalability, which includes a ROI-driven approach suitable for growing businesses. BMC FootPrints Service Core, with higher upfront costs due to its extensive customization capabilities, offers significant ROI for larger enterprises needing tailored solutions.

To learn more, read our detailed BMC FootPrints Service Core vs. Freshservice Report (Updated: November 2026).

Buyer's Guide

BMC FootPrints Service Core vs. Freshservice

November 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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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

"Many of our tasks are automated using AA and due to ease in handling, it becomes the first choice in terms of RPA tool."

"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."

"The deployment was good."

"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."

"This solution saves time when completing our pharmaceutical processes, which allows things to progress faster to the FDA."

"AA has good coverage in terms of out-of-the-box functionality for bot development and management."

"The flexibility: If there is anything the tool cannot do, we have the ability to make a MetaBot to achieve that functionality. The overall flexibility of the tool makes it very useful for us in our landscape."

"What I appreciate the most about Automation Anywhere is that the end-user experience is superior to any of the other tools on the market that we've looked at."

More Automation Anywhere pros

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

"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 is certainly a solution that I recommend for big enterprise."

"Technical support is good."

"Ability to auto-generate email messages, process email messages, and approvals."

"This product solidly handles incident management, problem management, and change management."

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

"We can track issues easier and run reports on issues to see if there are patterns."

More BMC FootPrints Service Core pros

"I would recommend this solution to others because it is good and the price is reasonable."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"We have definitely seen a return on investment based on the use cases we have implemented."

"Freshservice is very user-friendly and easy to customize."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

"You can just register and within five to minute minutes, you are ready to go."

"We found the initial setup to be very simple."

More Freshservice pros

Cons

"Their Community Edition is awful. Every second day, it will fail. It will become corrupt."

"Extracting customer addresses from Google that are not in a standard URL format is a challenge for Automation Anywhere."

"Automation Anywhere could be improved by staying more current with Microsoft products through packages."

"It would be nice to have the IQ Bots integrated with the Enterprise Edition without requiring extra licenses. That would be great."

"Reporting could be better because there is a little bit of overkill in getting information about the utilization of the bot license. This could be a little bit improved."

"Some of the biggest improvements they can make are with the interface. It can be improved in terms of usability or searching for something. For example, icons are hard to find. Typically, you jump into the search box, but being able to go in and find things quickly with the eye could be very valuable."

"There is a small thing from a development point of view. There should be a static site box for finding any command if I am writing a code. If there are hundreds of functions, you can only scroll up and down to find one each one. There should be a site box where we can find the commands and easily use them."

"I think Automation Anywhere could be improved by addressing the learning curve, as it is a little complex to start using it, especially for people new to automation tools."

More Automation Anywhere cons

"We need more customizable reporting functionality."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"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 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."

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

"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 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."

More BMC FootPrints Service Core cons

"The analytics could be better. We would like better visualization of items and KPIs, et cetera."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"I am not too happy with the page layout or screen layout since it always looks messy."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."

"A chat bot needs to be added to the portal."

"You can't implement a complicated delivery workflow."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

More Freshservice cons

Pricing and Cost Advice

"Annually, we are paying almost one million reais."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

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

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"Automation Anywhere is expensive."

More Automation Anywhere pricing and cost advice

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

"The licensing for FootPrints is a perpetual license with an annual support fee."

"This solution has good pricing."

"Our costs are well over $250,000."

"The solution may be around 20,000 euros a year."

"Our licensing fee for Freshservice is $2,500 a year."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

20%

Comms Service Provider

12%

Manufacturing Company

Outsourcing Company

Manufacturing Company

12%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

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 is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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Comparisons

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Compared 10% of the time

Blue Prism vs Automation Anywhere

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AutomationEdge vs Automation Anywhere

Compared 3% of the time

HyperScience vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs BMC FootPrints Service Core

Compared 17% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 14% of the time

Rezolve.ai vs BMC FootPrints Service Core

Compared 11% of the time

Zendesk vs BMC FootPrints Service Core

Compared 4% of the time

TOPdesk vs BMC FootPrints Service Core

Compared 3% of the time

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ServiceNow vs Freshservice

Compared 9% of the time

Zendesk vs Freshservice

Compared 6% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

Freshservice

November 2026

Download Freshservice product report

Also Known As

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

FootPrints Service Core

Flint

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

Freshworks

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

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Sample Customers

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

Cast & Crew

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

BMC FootPrints Service Core vs. Freshservice

November 2026

Free Report: BMC FootPrints Service Core vs. Freshservice

Find out what your peers are saying about BMC FootPrints Service Core vs. Freshservice and other solutions. Updated: November 2026.

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