Try our new research platform with insights from 80,000+ expert users

BMC FootPrints Service Core vs Hornbill Systems Supportworks comparison

BMC and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. BMC is ranked #30, while Hornbill Systems is ranked #36. BMC holds a 0.7% mindshare in ISM, compared to Hornbill Systems’s 0.6% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.
BMC FootPrints Service Core
Read 10 BMC FootPrints Service Core reviews
  • 237 Views
  • 89 Comparison Views
90% willing to recommend
Hornbill Systems Supportworks
Read 2 Hornbill Systems Supportworks reviews
  • 153 Views
  • 88 Comparison Views
50% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Nov 3, 2024

BMC FootPrints Service Core and Hornbill Systems Supportworks are contenders in the service management and helpdesk solutions market. BMC FootPrints Service Core tends to have an advantage with more favorable pricing and customer support.

Features: BMC FootPrints Service Core showcases robust asset management, seamless integration capabilities, and flexible customization options. Hornbill Systems Supportworks offers exceptional automation features, comprehensive workflow management, and a powerful analytics dashboard. The key difference is BMC's customizable features compared to Hornbill's automation power.

Ease of Deployment and Customer Service: BMC FootPrints Service Core is highlighted for its straightforward deployment and reliable customer support, aiding quicker implementation and issue resolution. Hornbill Systems Supportworks requires a more detailed setup, but this is complemented by thorough and responsive customer service that provides valuable guidance and expertise.

Pricing and ROI: BMC FootPrints Service Core offers a cost-effective entry point, appealing to those with budget considerations. Hornbill Systems Supportworks, despite its higher initial cost, presents the potential for increased ROI through advanced features and efficiency improvements. The differentiation is primarily BMC's cost efficiency versus Hornbill's value proposition through superior capabilities.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed BMC FootPrints Service Core vs. Hornbill Systems Supportworks Report (Updated: May 2025).
Buyer's Guide
BMC FootPrints Service Core vs. Hornbill Systems Supportworks
May 2025
Download the complete report
Helped 857,162 peers since 2012

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
34th
Ranking in IT Service Management (ITSM)
30th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
No ranking in other categories
Hornbill Systems Supportworks
Ranking in Help Desk Software
39th
Ranking in IT Service Management (ITSM)
36th
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 0.7%, up from 0.2% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
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…
Read full review
it_user1262703 - PeerSpot reviewer
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"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."
"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."
"We can track issues easier and run reports on issues to see if there are patterns."
"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."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
More BMC FootPrints Service Core pros
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"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. 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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"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."
"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."
More BMC FootPrints Service Core cons
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
 

Pricing and Cost Advice

"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 licensing for FootPrints is a perpetual license with an annual support fee."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
report
See which vendors are best for you
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
See recommendations
857,162 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
13%
Government
13%
Educational Organization
10%
Healthcare Company
10%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

Rezolve AI Platform vs BMC FootPrints Service Core Logo
Rezolve AI Platform vs BMC FootPrints Service Core
Compared 40% of the time
ServiceNow vs BMC FootPrints Service Core Logo
ServiceNow vs BMC FootPrints Service Core
Compared 38% of the time
BMC Helix ITSM vs BMC FootPrints Service Core Logo
BMC Helix ITSM vs BMC FootPrints Service Core
Compared 22% of the time
More BMC FootPrints Service Core Competitors
ServiceNow vs Hornbill Systems Supportworks Logo
ServiceNow vs Hornbill Systems Supportworks
Compared 100% of the time
More Hornbill Systems Supportworks Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
May 2025
BMC FootPrints Service Core reportDownload BMC FootPrints Service Core product report
Buyer's Guide
IT Service Management (ITSM)
May 2025
Hornbill Systems Supportworks reportDownload Hornbill Systems Supportworks product report
 

Also Known As

FootPrints Service Core
Supportworks
 

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.
BMC
Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.
Hornbill Systems
 

Sample Customers

Cast & Crew
Aylesbury Vale District Council
Buyer's Guide
BMC FootPrints Service Core vs. Hornbill Systems Supportworks
May 2025
Free Report: BMC FootPrints Service Core vs. Hornbill Systems Supportworks
Find out what your peers are saying about BMC FootPrints Service Core vs. Hornbill Systems Supportworks and other solutions. Updated: May 2025.
DOWNLOAD NOW
857,162 professionals have used our research since 2012.
See our BMC FootPrints Service Core vs. Hornbill Systems Supportworks report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.