We performed a comparison between BMC FootPrints Service Core and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is stable and its technical support is good and quick."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"The discovery feature is very flexible."
"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."
"Ability to auto-generate email messages, process email messages, and approvals."
"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."
"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."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The stability of JIRA Service Management is good."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The customer portal with connection with our knowledge base has been most valuable."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"A good organizational tool."
"The customer portal allows users to register tickets themselves."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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 mobile version of this product does not support asset management."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"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 interface could always be updated and improved."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"I'd like to update the dashboard so that more features are available."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"JSM's ability to handle large volumes of emails isn't great."
"The pricing could be better."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"I don't think the program is very scalable."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. BMC FootPrints Service Core is rated 8.2, while JIRA Service Management 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 JIRA Service Management writes "Customizable, stable, and integrates well". BMC FootPrints Service Core is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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