BMC FootPrints Service Core vs JIRA Service Management comparison

Why PeerSpot?

BMC Helix and Atlassian are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #27, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and BMC FootPrints Service Core are key players in IT service management. JIRA Service Management holds an advantage with enhanced customization and integration, while BMC FootPrints excels in asset management capabilities.

Features: JIRA Service Management provides intuitive workflows, automation capabilities, and seamless integration with Atlassian products. BMC FootPrints Service Core features robust asset management, customizable forms, and advanced reporting tools.

Room for Improvement: JIRA could benefit from more detailed asset management features and simplification in customization. Its automation tools are complex for new users. BMC FootPrints could enhance its user interface for better ease of use and improve its integration with third-party tools. It may also benefit from more intuitive initial setup processes.

Ease of Deployment and Customer Service: JIRA Service Management offers cloud and on-premises deployment with a straightforward setup and a strong support ecosystem. BMC FootPrints Service Core provides flexible deployment options but involves more complex initial configurations, offering dedicated support with personalized assistance.

Pricing and ROI: JIRA Service Management offers competitive pricing with lower initial investment, promising a faster ROI by streamlining IT operations. BMC FootPrints Service Core may have higher initial costs but promises substantial ROI through enhanced asset management capabilities.

To learn more, read our detailed BMC FootPrints Service Core vs. JIRA Service Management Report (Updated: November 2026).

Buyer's Guide

BMC FootPrints Service Core vs. JIRA Service Management

November 2026

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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

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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reviewer1765752

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…

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Sohaib Ahmad

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.

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Quotes from Members

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

Pros

"I think that one of the coolest features that what Automation Anywhere has come up with is AI Sense. I see an immense potential there. Using AI Sense, we can automate outside Citrix. That's going to remove the client dependency or overall automation journey, and that can give lot of optimization, cost saving, and the time to market."

"Automation Anywhere is a decent competitor and gives a better solution."

"I like Automation Anywhere's cloud-based nature. You don't need any on-prem infrastructure to host it."

"By using SNMP configurations and Excel, I was able to read the mail. I used this functionality to categorize the fabric, then I used this information to correlate the value to Jira along with Excel."

"MetaBot is the most valuable feature. Other products have robotic functionality but MetaBot is a kind of functionality by which code is created... so business users who do not have coding knowledge can drag and drop."

"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."

"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."

"My impression of the Bot Store is good. It is a really smart offering. A lot of the time customers need the same things, and there's not necessarily a lot of logic in reinventing the wheel. When you take the Bot Store, you allow people to share knowledge, you allow best practices to be immediately adopted by users, and you can share good knowledge, saving a lot of time for customers. It's a really good thing."

More Automation Anywhere pros

"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."

"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."

"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."

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"We can track issues easier and run reports on issues to see if there are patterns."

"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."

"Technical support is good."

More BMC FootPrints Service Core pros

"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."

"It's a good experience."

"Easily integrates with other tools."

"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."

"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."

"The product is not lacking anything that a QA will want to use."

"This is a flexible tool for logging and tracking issues efficiently."

"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."

More JIRA Service Management pros

Cons

"It needs to have more options for integrating with other tools."

"We need more commands for PDF integration to make it more flexible."

"It is not able to use OCR effectively and has limited usability."

"They need to improve the REST Api documentation because it is not well detailed or clear enough for beginners, and they need to provide some out-of-the-box AI and ML functions such as image classification and object identification."

"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."

"We had a major issue when it came to single sign-on. We couldn't get it working. There was a bug in Automation Anywhere that eventually got solved just a few weeks back. However, we have not implemented it. We have had hiccups with the single sign-on, but otherwise it was a smooth setup. We are not using single sign-on because of this bug."

"My experience with pricing, setup cost, and licensing has been mixed."

"The OCR component should allow integration with 3rd party OCR. This way we can use the best of breed solution along with AA or allow better control over OCR packages to be customized."

More Automation Anywhere cons

"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 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."

"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."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"To improve the product for our usage, the pricing maybe could be a bit lower."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"There are still a few odd issues in FootPrints 12.x, which are frustrating."

More BMC FootPrints Service Core cons

"Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"This solution lacks features for project management. I would like to see more reports."

"JIRA Service Management is costly."

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."

"I would like to see improvement in the ability to filter completed tasks."

"The solution should be more formalized. It could be more user-friendly."

"We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive."

More JIRA Service Management cons

Pricing and Cost Advice

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"Our annual licensing costs are about $500,000."

"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."

"I think it's $5,500 per license."

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"Costs savings have been seen by employing bots for multiple shifts instead of people."

"It is the most economically friendly and it provides you with a lot of functions."

More Automation Anywhere pricing and cost advice

"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."

"This solution has good pricing."

"Our costs are well over $250,000."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"The pricing is very competitive and I think that it is okay."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The price of the solution is becoming expensive and it should be reduced."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

20%

Comms Service Provider

12%

Manufacturing Company

Outsourcing Company

Financial Services Firm

14%

Outsourcing Company

11%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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...

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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...

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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.

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Ask a question

Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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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...

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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...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

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Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs BMC FootPrints Service Core

Compared 17% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 14% of the time

Rezolve.ai vs BMC FootPrints Service Core

Compared 11% of the time

Zendesk vs BMC FootPrints Service Core

Compared 4% of the time

Freshdesk vs BMC FootPrints Service Core

Compared 2% of the time

More BMC FootPrints Service Core Competitors

ServiceNow vs JIRA Service Management

Compared 10% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

Compared 4% of the time

Atera vs JIRA Service Management

Compared 4% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

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

Automation Anywhere

Demo not available

BMC Helix

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC FootPrints Service Core is a comprehensive tool that aids in incident, problem, and change management while offering customizable views and integration options.

Valued for its customizable home views and flexible database relations, BMC FootPrints Service Core excels in stability and responsive technical support. With capabilities for email automation, survey integration, and report creation, it enhances IT service management and business process efficiency. The solution supports ticket status updates with minimal downtime and accommodates multiple administrators across workspaces. Pink Elephant certification and smart IT features broaden its appeal for IT departments.

What are the key features of BMC FootPrints Service Core?

Incident Management: Tracks and resolves service desk tickets efficiently.
Problem Management: Identifies and mitigates underlying issues to prevent recurrence.
Change Management: Helps assess and handle changes seamlessly in the environment.
Customizable Views: Offers tailored dashboards for user-specific information.
Email Automation: Facilitates swift communication and response handling.

What benefits or ROI should users look for in reviews?

Stable Performance: Ensures reliable operation for consistent IT services.
Responsive Support: Provides timely technical assistance to resolve issues.
Administrative Flexibility: Allows versatile control across different workspaces.

In industries like IT services and HR, BMC FootPrints Service Core supports managing service desk tickets, tracking assets, and resolving issues in network, infrastructure, and software areas. Its functionalities also extend to HR issue tracking, service requests, and contract management, facilitating both on-premises deployments and ITIL process implementations such as Service Request and Service Catalog Management.

BMC Helix

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

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

Buyer's Guide

BMC FootPrints Service Core vs. JIRA Service Management

November 2026

Free Report: BMC FootPrints Service Core vs. JIRA Service Management

Find out what your peers are saying about BMC FootPrints Service Core vs. JIRA Service Management and other solutions. Updated: November 2026.

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