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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
661
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 (2nd), 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 (29th), 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

"Automation Anywhere lets us do that, as users can develop the bots by themselves."
"Automation Anywhere is a very good tool because it helps you along the process."
"Since implementing the solution, the tasks are taking place in a seamless manner. As long as the process is not changed, there is the ease of replicability. Repeatable tasks constantly get done without any challenges."
"The most valuable feature is its ease of development; it's pretty easy for people who don't have a tech background to use and is one of the easiest tools for them to use."
"Easy to access: Without the need to download and install software on a local machine, we can access the RPA application from virtually anywhere."
"This boosts the customer confidence and experience. When the customer experience increases, obviously sales will increase."
"It saves time."
"The ease of access and deployment are the most valuable features."
"The discovery feature is very flexible."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, ERP, and our facility, using it for work orders and as an extra ticketing system."
"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."
"Now all IT related issues, problems, changes and even projects are more controlled using Footprints."
"It is stable and its technical support is good and quick."
"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."
"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."
"The automated workflows have helped streamline our IT processes."
"JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it."
"The most valuable feature of this solution is that it is user-friendly."
"The most valuable features of this solution are Incident and Request Management."
"Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"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."
 

Cons

"They should improve process discovery features."
"In the last two years, with the help of IQ Bot, and what I learned today about this Attended Automation 2.0, I think they are addressing vital key challenges that we have faced so far."
"There is room for improvement in terms of costs and procurement considerations."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up."
"The improvements that we could see would be the increased stability of each A2019 releases and reduce the likely impact on existing features. We are also looking to see improvements in the upgrade and bot deployment processes to make them easier and less interaction with back end servers."
"When it comes to reading email, this solution is unstable and improvements need to be made."
"When I change the name of a variable in the Variable Manager, I would really like it to change in the code."
"The Insight feature could be improved. I don't think there's a lot of information about how to use Insight, so you have to try different scenarios to understand that feature better."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"There are still a few odd issues in FootPrints 12.x, which are frustrating."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"To improve the product for our usage, the pricing maybe could be a bit lower."
"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."
"The cost of the license is too high; it's a real challenge for companies that aren't already using JIRA products."
"The product could improve its asset management."
"Technical support is not the best and could definitely be improved."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"JIRA Service could benefit from improvements to its voice support. We need to have quick customer care implementation for anyone trying to connect."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"It would be useful to be able to link tickets across different gantt charts in Jira and Confluence."
 

Pricing and Cost Advice

"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."
"I think it's $5,500 per license."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"The price is a little bit high but the support is good."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"It costs up to $1,200 per license."
"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."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"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."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"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."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Construction Company
20%
Comms Service Provider
11%
Manufacturing Company
11%
Outsourcing Company
8%
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise560
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: September 2026.
914,262 professionals have used our research since 2012.