We performed a comparison between BMC FootPrints Service Core and IBM SmartCloud Control Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"This product solidly handles incident management, problem management, and change management."
"We can track issues easier and run reports on issues to see if there are patterns."
"Ability to auto-generate email messages, process email messages, and approvals."
"Technical support is good."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"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."
"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."
"The solution is very easy to work with."
"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."
"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."
"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."
"SLA integrations, reports, and integration with other applications are the most valuable."
"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."
"The solution has been stable."
"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 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."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The solution lacks a graphical user interface."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"The reporting in relation to updating could be improved upon."
BMC FootPrints Service Core is ranked 26th in Help Desk Software with 10 reviews while IBM SmartCloud Control Desk is ranked 22nd in Help Desk Software with 9 reviews. BMC FootPrints Service Core is rated 8.2, while IBM SmartCloud Control Desk is rated 7.6. 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 IBM SmartCloud Control Desk writes "Stable but clunky and lacks a user interface". BMC FootPrints Service Core is most compared with , whereas IBM SmartCloud Control Desk is most compared with ServiceNow and SymphonyAI IT Service Management.
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