BMC FootPrints Service Core vs SolarWinds Service Desk comparison

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"It is stable and its technical support is good and quick."

"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."

"​Ability to auto-generate email messages, process email messages, and approvals."

"Technical support is good."

"We can track issues easier and run reports on issues to see if there are patterns."

"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 solution is very stable."

"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."

"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."

"The pricing could be a little lower and the product should cover more iTel versions."

"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."

"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 nice if they added the ability to go directly to a form via a deep link URL."

"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."

"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."

"This solution has good pricing."