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BMC FootPrints Service Core vs Leena AI comparison

 

Comparison Buyer's Guide

Executive Summary

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

BMC FootPrints Service Core
Ranking in Help Desk Software
29th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
IT Service Management (ITSM) (29th)
Leena AI
Ranking in Help Desk Software
19th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
2
Ranking in other categories
AI-Agents for HR (4th), AI IT Support (25th), AI Procurement & Supply Chain (2nd)
 

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 1.4%, up from 0.6% compared to the previous year. The mindshare of Leena AI is 0.3%. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
Leena AI0.3%
BMC FootPrints Service Core1.4%
Other98.3%
Help Desk Software
 

Featured Reviews

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…
AP
Human Resource Manager at a manufacturing company with 5,001-10,000 employees
Chatbot has organized HR queries and has improved employee experience and self-service
The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.

Quotes from Members

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

Pros

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"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."
"The discovery feature is very flexible."
"​Ability to auto-generate email messages, process email messages, and approvals."
"Technical support is good."
"This product solidly handles incident management, problem management, and change management."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."
"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."
 

Cons

"The pricing could be a little lower and the product should cover more iTel versions."
"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 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 workflow should be made to be more user-friendly. It should also have more granular scalability."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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."
"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."
"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."
 

Pricing and Cost Advice

"The licensing for FootPrints is a perpetual license with an annual support fee."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"Our costs are well over $250,000."
"This solution has good pricing."
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Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
No data available
 

Questions from the Community

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What is your experience regarding pricing and costs for Leena AI?
My experience with pricing, setup cost, and licensing has been positive. They are flexible with licensing, and the cost is manageable in India.
What needs improvement with Leena AI?
The reduction in the time of resolving client concerns is an area for improvement. If I have some issue that needs to be fixed immediately, the product team and support team of Leena AI can work to...
What is your primary use case for Leena AI?
My team uses Leena AI for query resolution through their helpdesk platform. We also use the chatbot and onboarding module as well as the offboarding module of Leena AI. I work in a team where we mo...
 

Also Known As

FootPrints Service Core
No data available
 

Overview

 

Sample Customers

Cast & Crew
Information Not Available
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