BMC FootPrints Service Core vs SolarWinds Web Help Desk comparison

BMC and SolarWinds are both solutions in the Help Desk Software category. BMC is ranked #30, while SolarWinds is ranked #14 with an average rating of 9.0. BMC holds a 1.2% mindshare in HDS, compared to SolarWinds’s 1.5% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

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443 Comparison Views

90% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

661 Views
555 Comparison Views

85% willing to recommend

BMC FootPrints Service Core

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC FootPrints Service Core and SolarWinds Web Help Desk are competing in the service management category. SolarWinds Web Help Desk appears to have an advantage due to its comprehensive features and higher customer satisfaction.

Features: BMC FootPrints Service Core offers automated workflows aligning with ITIL standards, customizable dashboards, and support for ticketing and asset management. SolarWinds Web Help Desk provides flexible ticketing, asset management capabilities, and intuitive reporting functionalities, appealing for its ease of use and integration flexibility.

Room for Improvement: BMC FootPrints Service Core could improve in areas such as simplifying its interface, enhancing its reporting capabilities, and offering better integration options. SolarWinds Web Help Desk could benefit from expanding its deployment options, enhancing mobile access, and offering more advanced customization features.

Ease of Deployment and Customer Service: BMC FootPrints Service Core provides options for both cloud and on-premises deployment, offering personalized support and detailed documentation. SolarWinds Web Help Desk primarily deploys on-premises, known for swift installation and responsive customer support.

Pricing and ROI: BMC FootPrints Service Core presents a higher initial cost with customizable pricing but often results in slower ROI due to its complexity and longer implementation time. SolarWinds Web Help Desk offers competitive pricing with quicker ROI attributed to streamlined setup and maintenance.

To learn more, read our detailed BMC FootPrints Service Core vs. SolarWinds Web Help Desk Report (Updated: September 2025).

Buyer's Guide

BMC FootPrints Service Core vs. SolarWinds Web Help Desk

September 2025

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Helped 868,759 peers since 2012

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

BMC FootPrints Service Core

Ranking in Help Desk Software

30th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (31st)

SolarWinds Web Help Desk

Ranking in Help Desk Software

14th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 1.2%, up from 0.5% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.5%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
SolarWinds Web Help Desk	1.5%
BMC FootPrints Service Core	1.2%
Other	97.3%

Help Desk Software

Featured Reviews

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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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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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

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

"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 discovery feature is very flexible."

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

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

"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."

More BMC FootPrints Service Core pros

"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."

"Once installed, it runs like a charm and doesn't ever crash."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"It is easy to use."

"SolarWinds is scalable as far as adding devices and servers."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"The most valuable feature of this solution is the assets management module."

Cons

"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."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"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 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 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."

More BMC FootPrints Service Core cons

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"This solution needs to have mobile application support added."

"A little outdated compared to newer products that include protection and detection."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"The working part, the deployment part, and the configuration part was a little bit complex."

Pricing and Cost Advice

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"This solution has good pricing."

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

"The licensing for FootPrints is a perpetual license with an annual support fee."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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Top Industries

By visitors reading reviews

No data available

Retailer

16%

Performing Arts

11%

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

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What needs improvement with SolarWinds Web Help Desk?

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...

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What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

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Comparisons

ServiceNow vs BMC FootPrints Service Core

Compared 43% of the time

Rezolve AI Platform vs BMC FootPrints Service Core

Compared 36% of the time

Zendesk vs BMC FootPrints Service Core

Compared 11% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 10% of the time

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ServiceNow vs SolarWinds Web Help Desk

Compared 17% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 17% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 14% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 14% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

SolarWinds Web Help Desk

September 2025

Download SolarWinds Web Help Desk product report

Also Known As

FootPrints Service Core

No data available

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.

BMC

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

Sample Customers

Cast & Crew

Instacart

Buyer's Guide

BMC FootPrints Service Core vs. SolarWinds Web Help Desk

September 2025

Free Report: BMC FootPrints Service Core vs. SolarWinds Web Help Desk

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