BMC FootPrints Service Core vs OpenText Service Manager [EOL] comparison

BMC Helix and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 90% of BMC Helix users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between BMC FootPrints Service Core and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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reviewer1765752

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…

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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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Quotes from Members

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

Pros

"This tool provides us with easy accessibility for adopting the new process, as it is more user-friendly, and many new resources are able to grasp the tool and start doing the automation with ease, which is basically missing in the other vendors' tools."

"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."

"With its user-friendly user interface, our developers are able to quickly pick it up."

"We can do automation for some complex issues."

"The most valuable feature is the task bots because we found that cognitive functionality can be improvised."

"Automation Anywhere has been a boon for our organization because the tedious task that used to be hectic and made us remain seated for hours is now done with a single click."

"It is one of the popular RPA vendors offering powerful & user-friendly RPA capabilities to automate any complex tasks. It is one of the "Revolutionary Technology" that changes the way the enterprise operates. This tool combines conventional RPA with intellectual elements like natural language understanding and reading any unstructured data."

"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."

More Automation Anywhere pros

"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."

"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."

"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."

"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."

"Technical support is good."

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"This is certainly a solution that I recommend for big enterprise."

More BMC FootPrints Service Core pros

"Stability, lower operation costs, and straight process implementation."

"Service Manager's best features are flexibility and customizability."

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

"The solution is simple to set up."

"It's a complete service management suite; a complete management product used by the company worldwide for us."

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"The application's performance reached a completely different level; so it's quite fast."

More OpenText Service Manager [EOL] pros

Cons

"I would like to see them continue building out documentation with more video-aides."

"The OCR component should allow integration with 3rd party OCR. This way we can use the best of breed solution along with AA or allow better control over OCR packages to be customized."

"Automation Anywhere (AA) has a lot of stability issues. It needs a lot of maintenance."

"Automation Anywhere's frequent updates are unnecessary and disruptive."

"The key area where improvement can happen is understanding the different perspectives and different industries that they're serving in terms of industry-wise use cases."

"The AI Sense functionality is what I believe can be improved since when I tried to use it for automating a use case involving a Citrix Virtual Machine, it was unable to capture objects consistently."

"Some of the machine learning (ML) components are still in development. They deployed many of them, but they are doing some improvements on the machine learning part."

"Anything that can be done to increase the stability from a system standpoint in regards to large-scale systems, which are being used by a number of applications, e.g., Salesforce or Workday."

More Automation Anywhere cons

"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."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

"Sometimes it is difficult to make the application do exactly what you need."

"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."

"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."

"There are still a few odd issues in FootPrints 12.x, which are frustrating."

"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."

More BMC FootPrints Service Core cons

"Life cycle management is a drama."

"The stability could be better."

"There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily."

"The user interface was not really good, but they improved it a little bit."

"In the release that we currently have, the biggest challenge was reporting."

"Service Manager would be improved with access to automation."

"Customization can be difficult at times because scripting is often required."

"Same, it wasn't always stable. Actually, I wouldn't call it stable now either."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

"The pricing model can be a bit more flexible."

"I feel the cost of licensing is very high for the A2019 version."

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"I have heard that Automation Anywhere is expensive."

More Automation Anywhere pricing and cost advice

"Our costs are well over $250,000."

"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."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"The license is not cheap."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Manufacturing Company

11%

Construction Company

11%

Computer Software Company

Construction Company

21%

Manufacturing Company

12%

Outsourcing Company

Financial Services Firm

15%

Construction Company

14%

Manufacturing Company

Marketing Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

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...

See all answers

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...

See all answers

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.

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs BMC FootPrints Service Core

Compared 18% of the time

Rezolve.ai vs BMC FootPrints Service Core

Compared 15% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 13% of the time

Zendesk vs BMC FootPrints Service Core

Compared 5% of the time

ManageEngine ServiceDesk Plus vs BMC FootPrints Service Core

Compared 4% of the time

More BMC FootPrints Service Core Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 10% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download BMC FootPrints Service Core product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2026

Download OpenText Service Manager [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

FootPrints Service Core

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

OpenText

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC FootPrints Service Core is a comprehensive tool that aids in incident, problem, and change management while offering customizable views and integration options.

Valued for its customizable home views and flexible database relations, BMC FootPrints Service Core excels in stability and responsive technical support. With capabilities for email automation, survey integration, and report creation, it enhances IT service management and business process efficiency. The solution supports ticket status updates with minimal downtime and accommodates multiple administrators across workspaces. Pink Elephant certification and smart IT features broaden its appeal for IT departments.

What are the key features of BMC FootPrints Service Core?

Incident Management: Tracks and resolves service desk tickets efficiently.
Problem Management: Identifies and mitigates underlying issues to prevent recurrence.
Change Management: Helps assess and handle changes seamlessly in the environment.
Customizable Views: Offers tailored dashboards for user-specific information.
Email Automation: Facilitates swift communication and response handling.

What benefits or ROI should users look for in reviews?

Stable Performance: Ensures reliable operation for consistent IT services.
Responsive Support: Provides timely technical assistance to resolve issues.
Administrative Flexibility: Allows versatile control across different workspaces.

In industries like IT services and HR, BMC FootPrints Service Core supports managing service desk tickets, tracking assets, and resolving issues in network, infrastructure, and software areas. Its functionalities also extend to HR issue tracking, service requests, and contract management, facilitating both on-premises deployments and ITIL process implementations such as Service Request and Service Catalog Management.

BMC Helix

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Cast & Crew

resultspositive, Globicon

Buyer's Guide

IT Service Management (ITSM)

June 2026

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