We performed a comparison between BMC FootPrints Service Core and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"We can track issues easier and run reports on issues to see if there are patterns."
"Ability to auto-generate email messages, process email messages, and approvals."
"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."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"This product solidly handles incident management, problem management, and change management."
"It is stable and its technical support is good and quick."
"I've used SCSM a lot, and its features are valuable."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The most valuable feature is the reporting of incidents."
"The most requested feature from our customers is the helpdesk ticketing system."
"This solution is easy to use."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"It is a simple solution that is easy to configure."
"Many more features than other comparable products."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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 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."
"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."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The configuration could be easier."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Once we had an issue with a desktop download that would not open."
"The price of this solution is high and it needs to be cheaper."
"Resources for understanding compliance and relative compliance need to be made available."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. BMC FootPrints Service Core is rated 8.2, while SCSM is rated 7.0. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC FootPrints Service Core is most compared with ServiceNow, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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