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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

"It has saved us a lot of hours, manual effort, and we can focus on more important tasks, which helps us with our ROI."
"Automation Anywhere performs efficiently."
"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're finding time savings as a benefit. One example would be a customer service rep who might get a question about an order, and it's usually through email. It can take a good three to seven business days to answer a customer's question about their order. When we automate it, it takes hours, if not minutes."
"The insights provided by the dashboard are excellent."
"By automating processes we give back valuable hours to business stakeholders, which can be spent on value-adding activities instead of repetitive tasks."
"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."
"From an organizational perspective, it has improved how we work and determine, "Is there a better way to do things?" and, "How can we challenge the status quo?" This builds a continuous improvement mindset throughout our organization."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"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."
"We can track issues easier and run reports on issues to see if there are patterns."
"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."
"This is certainly a solution that I recommend for big enterprise."
"It is stable and its technical support is good and quick."
"The discovery feature is very flexible."
"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."
"Transparency of the system helps both internal and external persons involved."
"We get software developed faster."
"The dashboards in Jira have been the most useful feature."
"JIRA is an excellent tool that can cater to multiple needs and purposes, and the fact that we can use it for multiple tasks alone makes it scalable and very good at what it does."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The initial setup is easy and straightforward."
"I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time."
 

Cons

"The schedule queue needs improvement. When one task fails, everything else gets stuck, requiring manual intervention to clear the problematic schedule and trigger the other tasks."
"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."
"It still uses old, deprecated Microsoft components that have an end date."
"I struggled with understanding the use of different variables during my initial time with Automation Anywhere."
"Automation Anywhere could be improved by staying more current with Microsoft products through packages."
"I would like them to add OCR features. This would help us deal with unstructured data and we can get more data out of images."
"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."
"They can further improve the AI. It is already at a certain level, but it can be improved."
"Sometimes it is difficult to make the application do exactly what you need."
"We need more customizable reporting functionality."
"The pricing could be a little lower and the product should cover more iTel versions."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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."
"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."
"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."
"The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page."
"There is room for improvement in the user interface and the queues."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"Technical support is so-so. Some of them are good, some bad."
"Lacks an interface where the customer can report issues."
"While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience."
"Cost has prohibited us from switching entirely to this solution."
 

Pricing and Cost Advice

"The cost is anywhere between $10,000 and $100,000."
"It has good licensing costs which are average for the market."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"It's very good in terms of cost and pricing."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"The solution is quite expensive. Not every organization can consider this option."
"The price of this product is good."
"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."
"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."
"Our costs are well over $250,000."
"The pricing is free for us because we are an associate partner for the product."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"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."
"I price of JIRA Service Management is reasonable."
"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 is one of the premium products on the market, but it is very costly, especially in the Indian market."
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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.