BMC FootPrints Service Core vs SymphonyAI IT Service Management comparison

BMC FootPrints Service Core vs. SymphonyAI IT Service Management

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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

Featured Reviews

Venkat Sivaprakash

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.

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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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AbhilashSherkane

Senior Practitioner at a outsourcing company with 1,001-5,000 employees

Comprehensive IT service processes have been supported but customization and support need improvement

All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

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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

"We use IQ Bot for invoice processing. It can be any type of document. It could be a PDF or any sort of document. It will convert those PDFs into CSV files, which is a structured format. It takes it from an unstructured to structured format. That is why we use IQ Bot."

"We recently switched to document automation that comes with the bundle. It is a good feature because earlier, we needed to purchase a separate license for IQ Bot, but now the enterprise license includes the DA license. This eliminates the need for an additional license for document automation."

"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."

"The core functionality, the ability to automate these tasks and to interact, both with our own in-house software solutions as well as with our customers' and vendors' solutions and portals, has been incredibly valuable for us."

"Overall, I would rate Automation Anywhere a nine out of ten."

"Comparing to other products in the market, we are getting all the features in hundred percent quality with what the objective needs to be met by other products, and that is also delivered in Automation Anywhere."

"With automation, you can reduce that effort to half an hour or an hour, so it will improve your efficiency and save you a lot of time, so you can improve your time in other work."

"V.11 has three different recorders but A2019 Automation Anywhere created an all-in-one recorder called Universal recorder which more reliable to use."

More Automation Anywhere pros

"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."

"This is certainly a solution that I recommend for big enterprise."

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

"Technical support is good."

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

"We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, ERP, and our facility, using it for work orders and as an extra ticketing system."

"It's extremely stable; we've got customers who are mobile telecommunication customers, hospitals, power companies, and an airport, and we can handle the volume with no interruptions where instability would really be unacceptable."

"I feel confident in saying that BMC FootPrints Service Core is definitely one of the best products in the market."

More BMC FootPrints Service Core pros

"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

"It is a good tool to use."

"The product has the best features for ITSM."

Cons

"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult."

"IQ Bot requires a significant improvement for its data detection and data retention, mainly from the previously trained documents: regarding the document's format, layout, data contained within the document, the type of data that needs to be extracted."

"There can be some options to connect to the database directly where we should be able to add some data."

"Some NLP AI is required to work in combination with RPA, especially for reading unstructured emails."

"I would like to see a bot button."

"In terms of improvements for Automation Anywhere, I would prefer to see more options in packages and pricing, including a breakdown of different features and products, which would allow us to select certain products while potentially skipping others as needed."

"I would like to see better and more technical use cases for the AI features, showing how to build them instead of repeated general examples."

More Automation Anywhere 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."

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

"To improve the product for our usage, the pricing maybe could be a bit lower."

"Sometimes it is difficult to make the application do exactly what you need."

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

"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."

More BMC FootPrints Service Core cons

"There could be flexibility in terms of customization."

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."

"I would like them to add software inventory in the next release. We don't have that right now."

Pricing and Cost Advice

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"We have established a CoE and we take our bot opportunities based on their ROIs. The best ROI opportunity goes to development first. Our ROI opportunities are compliance, profitable growth, productivity enhancements, productivity gains, number of hours the productivity saved, and resources not available that the work can be done by the bot. However, the single most important criteria that we use to measure ROI is how much time does the bot cut down from an analyst's work, as this has the best ROI. E.g., if an analyst is spending a 100 hours of work that a bot can do in one hour, we calculate the 99 hours saved as ROI."

"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."

"I would rate the cost an eight out of ten, with ten being the highest cost."

"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."

"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."

More Automation Anywhere pricing and cost advice

"This solution has good pricing."

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

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

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

"SummitAI IT Management Suite's pricing is a bit expensive."

"The product's cost is average."

"We have a regular license."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

10%

Construction Company

21%

Manufacturing Company

11%

Outsourcing Company

Comms Service Provider

Manufacturing Company

14%

Construction Company

13%

Comms Service Provider

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	4

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.

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

Ask a question

Earn 20 points

Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...

What needs improvement with SummitAI IT Management Suite?

I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...

What is your primary use case for SummitAI IT Management Suite?

We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...

UiPath Platform vs Automation Anywhere

Comparisons

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs BMC FootPrints Service Core

Compared 18% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 16% of the time

Rezolve.ai vs BMC FootPrints Service Core

Compared 15% of the time

Zendesk vs BMC FootPrints Service Core

Compared 4% of the time

Freshdesk vs BMC FootPrints Service Core

Compared 2% of the time

More BMC FootPrints Service Core Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 12% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 8% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 8% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 4% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 4% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Automation Anywhere

Download Automation Anywhere product report

IT Service Management (ITSM)

Download BMC FootPrints Service Core product report

IT Service Management (ITSM)

Download SymphonyAI IT Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

FootPrints Service Core

Summus IT Management Suite

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

SymphonyAI

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC FootPrints Service Core is a comprehensive tool that aids in incident, problem, and change management while offering customizable views and integration options.

Valued for its customizable home views and flexible database relations, BMC FootPrints Service Core excels in stability and responsive technical support. With capabilities for email automation, survey integration, and report creation, it enhances IT service management and business process efficiency. The solution supports ticket status updates with minimal downtime and accommodates multiple administrators across workspaces. Pink Elephant certification and smart IT features broaden its appeal for IT departments.

What are the key features of BMC FootPrints Service Core?

Incident Management: Tracks and resolves service desk tickets efficiently.
Problem Management: Identifies and mitigates underlying issues to prevent recurrence.
Change Management: Helps assess and handle changes seamlessly in the environment.
Customizable Views: Offers tailored dashboards for user-specific information.
Email Automation: Facilitates swift communication and response handling.

What benefits or ROI should users look for in reviews?

Stable Performance: Ensures reliable operation for consistent IT services.
Responsive Support: Provides timely technical assistance to resolve issues.
Administrative Flexibility: Allows versatile control across different workspaces.

In industries like IT services and HR, BMC FootPrints Service Core supports managing service desk tickets, tracking assets, and resolving issues in network, infrastructure, and software areas. Its functionalities also extend to HR issue tracking, service requests, and contract management, facilitating both on-premises deployments and ITIL process implementations such as Service Request and Service Catalog Management.

BMC Helix

SymphonyAI IT Service Management provides comprehensive ITSM functionalities with features like remote access, chat AI, and automation. Its 360-degree asset lifecycle view and orchestration engine stand out, though integration and customization have room for improvement.

SymphonyAI IT Service Management is a robust tool for managing incidents, problems, changes, and service requests. It enhances asset management with native discovery and is designed for efficient SLA tracking. While users value its strong out-of-the-box features, they often seek better integration options and improvements in software inventory and support services. Despite AI-driven analytics and customization challenges, its use cases in remote access and ticketing processes demonstrate its core strengths.

What are the key features of SymphonyAI IT Service Management?

Remote Access: Enables users to manage IT services from any location efficiently.
Chat AI: Provides intelligent communication solutions for enhanced user interaction.
Knowledge Base: Offers a repository of information to streamline problem-solving.
Automation: Automates processes to improve accuracy and reduce manual effort.
Orchestration Engine: Integrates different systems for seamless operations.
Full ITSM Capabilities: Manages incidents, changes, and service requests comprehensively.

What are the benefits and ROI to consider?

360-Degree Asset View: Ensures a complete perspective on asset lifecycle for better management.
Fast Report Fetching: Provides quick access to essential data, aiding decision-making.
SLA Tracking: Monitors service level agreements effectively, improving compliance.
Cost-Effective: Balances robust features with considerations on pricing and budget.

SymphonyAI IT Service Management is employed across industries for remote IT support, call logging, and ticket management. It supports incident service requests, CMDB, and asset management. Some leverage predictive intelligence and ITOM, while others, driven by internal solutions or cost factors, hesitate to fully adopt its Automation Engine. Upcoming chatbot capabilities are being explored by organizations looking to enhance their IT service management frameworks.

SymphonyAI

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Cast & Crew

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

BMC FootPrints Service Core vs. SymphonyAI IT Service Management