BMC FootPrints Service Core vs ServiceNow comparison

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Executive Summary

We performed a comparison between BMC FootPrints Service Core and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
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.""We have found the reports and the lockdown on a ticket valuable, so only one person can update issues.""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.""The discovery feature is very flexible.""Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets.""This product solidly handles incident management, problem management, and change management.""I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me.""​Ability to auto-generate email messages, process email messages, and approvals."

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"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.""If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10.""We always get good support.""The most valuable features of the solution are the ease of use and the sensor for ticketing systems.""Data in reports and dashboards are easily accessible.""I have found the workflows and integration the most valuable in this solution.""Will give us better control over asset management and technical debt once we can centralize all contract information.""The subsequent chain of tasks, I believe, is valuable."

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Cons
"It would be nice if they added the ability to go directly to a form via a deep link URL.""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.""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 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. 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 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.""Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

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"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement.""The customer service of the product right now isn't very good. It's an aspect they really need to improve.""I do not like the user interface.""When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.""There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great.""Performance could be improved.""Its setup is tough. It takes a lot of knowledge and a lot of experience.""if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."

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Pricing and Cost Advice
  • "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."
  • "The licensing for FootPrints is a perpetual license with an annual support fee."
  • More BMC FootPrints Service Core Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident.
    Ranking
    25th
    out of 59 in Help Desk Software
    Views
    411
    Comparisons
    214
    Reviews
    1
    Average Words per Review
    329
    Rating
    8.0
    1st
    out of 59 in Help Desk Software
    Views
    20,011
    Comparisons
    11,932
    Reviews
    23
    Average Words per Review
    458
    Rating
    8.4
    Comparisons
    Also Known As
    FootPrints Service Core
    Learn More
    Overview
    FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Sample Customers
    Cast & Crew
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    REVIEWERS
    Healthcare Company43%
    Logistics Company14%
    Government14%
    Financial Services Firm14%
    VISITORS READING REVIEWS
    Government20%
    Financial Services Firm14%
    Educational Organization14%
    Healthcare Company11%
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company10%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    Company Size
    REVIEWERS
    Small Business40%
    Midsize Enterprise10%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise23%
    Large Enterprise60%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. BMC FootPrints Service Core is rated 8.2, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". BMC FootPrints Service Core is most compared with BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.