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BMC FootPrints Service Core vs JIRA Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Apr 5, 2026

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
BMC FootPrints Service Core
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (30th), IT Service Management (ITSM) (26th)
JIRA Service Management
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
reviewer1765752 - PeerSpot reviewer
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…
Sohaib Ahmad - PeerSpot reviewer
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Quotes from Members

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

Pros

"Using this solution has freed internal operations employees to do more "human value-add" work by removing mundane manual tasks."
"The most valuable feature is the object cloning."
"The ease of use is the most valuable feature. It's very easy to use, so to get started, you don't really need hardcore development skills."
"Automation Anywhere was the simplest solution, and it offered us immediate support."
"The automation of data entry is the most valuable feature for us."
"Automation Anywhere has helped us save on both time and cost."
"We have a very resourceful pipeline to use AA bots in our RPA projects and we are looking to be more engaged with the AA team in deploying these bots."
"The setup is straightforward. Automation Anywhere provides customer success managers to help with the setup."
"It is stable and its technical support is good and quick."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"Technical support is good."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."
"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."
"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."
"We can track issues easier and run reports on issues to see if there are patterns."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"I think one of the most valuable things is that it's all integrated, because between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution."
"The flow of the reports is good."
"Atlassian Customer service is some of the best I have experienced."
"The initial setup is easy and straightforward."
"The solution is scalable; we have currently deployed it to about 35 agents and it will be deployed to around 1200 customers, all of them dealing with creating and resolving tickets."
"This solution has helped us a great deal in project management tracking and forecasting."
"Auditing team uses this solution to track audit findings and follow-up."
 

Cons

"We have HTML mode and Window mode, but Automation Anywhere is limited in this. It would be better if they were able to provide different specification modes."
"We run these bots in multiple environments from staging to development to production. We find usually in the production environment when we run the bots for them to be stable for a week or two. After a week or two, we see some glitches here and there, though the application doesn't change much. This is one feature which I want Automation Anywhere to work on: Increasing stability."
"It needs to have more options for integrating with other tools."
"When we are moving from one version to another version, it's very difficult because most of the features stop working."
"Overall improvement is needed for non-technical users who face challenges with how to use it and how to perform more tasks."
"Setup and deployment of this product could be difficult for those without experience. These processes should be made easier."
"I would like to leverage the AI component without the requirement to know a coding language, such as Python."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"We need more customizable reporting functionality."
"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."
"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."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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 price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
"The documentation needs improving, it's difficult to find specific procedures."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"You can use different plug-ins for JIRA Service Desk to add some functionality, but these plug-ins are very expensive."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints."
"I think there are other IT ticketing tools that are better in terms of routing or workflows than Jira Service Desk."
 

Pricing and Cost Advice

"The setup cost for this is onetime and licensing is based on your choice of product."
"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"Currently, it stands as one of the more expensive RPA tools available."
"There is an annual subscription for Automation Anywhere."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"AA comes at a more affordable price than the other tools."
"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."
"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 costs are well over $250,000."
"I price of JIRA Service Management is reasonable."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"Licensing can become quite expensive."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"The price of JIRA Service Management could be reduced."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
21%
Manufacturing Company
12%
Outsourcing Company
9%
Comms Service Provider
8%
Financial Services Firm
15%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

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...
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...
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.
Ask a question
Earn 20 points
What is your experience regarding pricing and costs for JIRA Service Management?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...
What needs improvement with JIRA Service Management?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
JIRA Service Desk, Atlassian Jira Service Management
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about BMC FootPrints Service Core vs. JIRA Service Management and other solutions. Updated: June 2026.
902,417 professionals have used our research since 2012.