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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
662
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 (2nd), 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) (27th)
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

"The object cloning is its most valuable feature."
"The most valuable features are ease of use and deployment."
"The features I most appreciate are the built-in version control system, historical log, audit trail features, and the breadth of RPA action commands included out of the box."
"We have been able to take an accounting task and clear a very large backlog, therefore being completely up-to-date on the task since implementing a bot on it."
"We automated these processes so they will be processed automatically, and users will get the end result for validation—it is basically time-saving for them."
"The most valuable features of this solution are its scalability, security using the credential vault, and ease of use for business."
"I recommend Automation Anywhere to other users because it minimizes repetitive human tasks, saves time, and helps reduce costs."
"Document Automation plays a very good role for document processing."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"This product solidly handles incident management, problem management, and change management."
"This is certainly a solution that I recommend for big enterprise."
"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"Simplicity is a key aspect. It is not hard to use."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The flow of the reports is good."
"Everything is good on the JIRA Service Management, in terms of what they have provided."
"On a cost-basis, the product offering is very good."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"A good organizational tool."
"I think the general consensus is that Service Management is a good organizational and solid product."
 

Cons

"The product is not the best that it could be. There is always room to improve it a bit more. They are heading in the right direction with their innovations."
"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."
"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."
"The main problem that I have with Automation Anywhere is the support. When I have problems that I cannot solve by myself, it is hard to achieve a good result with support. Language is another issue."
"Its pricing definitely needs to be more competitive. When licensing costs are high, we cannot use this tool for automation."
"I noticed that from version 10.5 to 11.3 the number of clicks to start a bot through the Control Room and Schedule Manager have increased. In certain cases, I would like to see that become simpler, faster, and easier."
"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."
"It is very difficult to create and automate timetables because they are modal, and it would be helpful if the bot could assist us with this."
"The pricing could be a little lower and the product should cover more iTel versions."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"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 nice if they added the ability to go directly to a form via a deep link URL."
"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 mobile version of this product does not support asset management."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"What is lacking is the communication around these changes because we come across them almost by chance, and not because of any notification we've received."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"The performance in cloud service management could be improved."
"Integration could be improved."
 

Pricing and Cost Advice

"Subscription for Automation Anywhere (AA) is paid yearly."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."
"It is reasonable, but it can always be a little bit cheaper."
"The licensing cost is approximately $4,000 USD, which is a seed license."
"It's an ideal pricing model to customize the components based on everyone's needs."
"Our costs are well over $250,000."
"This solution has good pricing."
"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."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"It is a cheaply priced product."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"It costs around $150 to $200 per user."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"We need a license because we have a higher number than the free part."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
21%
Manufacturing Company
11%
Outsourcing Company
9%
Comms Service Provider
9%
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
7%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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: August 2026.
909,099 professionals have used our research since 2012.