We performed a comparison between BMC FootPrints Service Core and Ivanti Neurons for ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"Ability to auto-generate email messages, process email messages, and approvals."
"The discovery feature is very flexible."
"We can track issues easier and run reports on issues to see if there are patterns."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is easy to set up."
"The solution's installation depends on its customization. It is easy."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution is easy to use and has a user-friendly interface"
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The integrations are quite simple and clear."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"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."
"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."
"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 nice if they added the ability to go directly to a form via a deep link URL."
"Support needs improvement in terms of responsiveness and timeliness."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"We'd like more integration with solutions like SolarWinds."
"The user interface must be made simpler and more effective."
BMC FootPrints Service Core is ranked 26th in Help Desk Software with 10 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. BMC FootPrints Service Core is rated 8.2, while Ivanti Neurons for ITSM is rated 8.2. 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 Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". BMC FootPrints Service Core is most compared with , whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management.
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