BMC FootPrints Service Core and ManageEngine ServiceDesk Plus are both key players in the IT service management category. ManageEngine ServiceDesk Plus appears to have the upper hand due to its comprehensive features and scalability, making it more adaptable to wider organizational needs.
Features: BMC FootPrints Service Core is praised for its customizable workflows, integration capabilities, and the ability to create custom home views for different teams. It also allows multiple administrators across various workspaces, enhancing flexibility. ManageEngine ServiceDesk Plus excels with its comprehensive ITIL-ready components, asset management features, and seamless integration with other modules like Active Directory Audit and Project Management. It provides automation in ticket routing and offers a robust solutions module for knowledge management.
Room for Improvement: BMC FootPrints Service Core could enhance its reporting capabilities and expand the number of supported integrations to match current industry standards. There is also a need for better automation features and a more intuitive user interface. ManageEngine ServiceDesk Plus could improve its customization options to suit specific business environments, develop advanced reporting functions, and offer deeper integration with external development tools like Jira.
Ease of Deployment and Customer Service: BMC FootPrints Service Core offers flexible deployment options with commendable customer service support, ensuring a hassle-free rollout. ManageEngine ServiceDesk Plus provides straightforward cloud and on-premise deployment strategies, coupled with proactive support services. Its easy deployment and responsive customer service give it a significant advantage in user experience.
Pricing and ROI: BMC FootPrints Service Core is cost-effective for initial setup, focusing on quick ROI by minimizing upfront costs. ManageEngine ServiceDesk Plus may have higher initial pricing but offers a strong ROI through extensive functionality and scalability. This justifies its cost, providing long-term value by catering to comprehensive IT management needs.
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
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