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BMC FootPrints Service Core vs Serviceaide ChangeGear comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
642
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 (1st), 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 (30th), IT Service Management (ITSM) (27th)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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…
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"Since it has capabilities to integrate with third-party applications easily, it makes the life of an automation engineer very easy."
"There are multiple levels of cloning. In case screen cloning doesn't work, you can do object-based cloning or keystroke-level cloning, depending upon what parameters are available to you and what is the level of information that you capture. You can traverse between object cloning, which is the lowest form of cloning to a stroke-based cloning, which is like taking care of each keystroke-level which is made by the agent."
"The tech support for Automation Anywhere has been really good, so far. We haven't had to call them very much, but when we have, we have received a good response."
"The ability to build automation without coding is its most valuable feature."
"Now, we can have the bot check all of them."
"From an SAP point of view, we have in-built features. They have integrated everything together, so it's much easier for us to use that."
"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."
"It doesn't require any coding knowledge. Any business person can automate this process."
"​Ability to auto-generate email messages, process email messages, and approvals."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"The discovery feature is very flexible."
"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."
"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."
"This is really easy solution to scale up and get get going to add new catalog items."
"CA Technologies support is excellent."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
 

Cons

"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence. Right now, RPA is basically limited to a bot which is simply following the instructions that it was given. However, what would be really useful is if a bot was able to more flexibly respond to issues. For example, sometimes there are erroneous errors and pop ups. With good code, you can certainly build your bots to be able to handle that. However, it does take time and a bit of technical know-how to be able to do that."
"I would like to be able to look at the steps that are completed as a process is running."
"Product support for our customers needs improvement. They should increase the support personnel."
"Some of the things I have not appreciated about Automation Anywhere is that when I was setting it up at the beginning, it was a bit complex and it required some technical knowledge for me to set it up; however, there was documentation about its use that helped me in setting it up, but mostly the setup is a bit complex."
"If there were one thing I could ask for it would be a text-based language. Right now it's proprietary, so you always have to go through the tool, even for things like basic compares."
"I would definitely say Citrix automation is one area we have continued to struggle with for the last two months."
"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."
"When we are moving from one version to another version, it's very difficult because most of the features stop working."
"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."
"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."
"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."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Flexibility to customize."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"Usability for IT analysts could be improved."
"It loses points because it’s not GUI enough, too code-y."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
 

Pricing and Cost Advice

"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"Currently, it stands as one of the more expensive RPA tools available."
"There is an annual license to use the solution."
"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."
"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"I think it's $5,500 per license."
"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."
"This solution has good pricing."
"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."
"The licensing for FootPrints is a perpetual license with an annual support fee."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
21%
Manufacturing Company
12%
Outsourcing Company
9%
Comms Service Provider
8%
Construction Company
18%
Financial Services Firm
9%
Comms Service Provider
9%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
FootPrints Service Core
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Cast & Crew
Oakwood Systems Group
Find out what your peers are saying about BMC FootPrints Service Core vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.