BMC FootPrints Service Core and Zendesk are service management solutions. BMC FootPrints is preferred for flexibility and customizability, while Zendesk has an advantage in features and overall satisfaction, justifying its pricing.
Features: BMC FootPrints Service Core offers extensive customization for workflows, automation, and a relational database for linking items. It provides detailed audit trails and history creation, benefiting organizations needing personalized setups. Zendesk provides advanced reporting tools, integration with third-party applications, and seamless chat and social media support. Its ticket management and multi-channel integrations deliver a comprehensive service experience.
Room for Improvement: BMC FootPrints could enhance its deployment process to reduce complexity and time consumption. Its user interface might require simplification for easier navigation. Additionally, technical support response times could be improved. Zendesk costs can be prohibitive for smaller organizations. Customization options might be limited without additional expenses, and some users find its reporting features complex to utilize fully.
Ease of Deployment and Customer Service: BMC FootPrints Service Core involves a complex deployment needing considerable time for setup but allows thorough customization afterward. Zendesk ensures a streamlined deployment process with faster installation and ongoing support. Its setup is simplified, making the system easier to get up and running quickly.
Pricing and ROI: BMC FootPrints Service Core demands a significant initial investment, promising strong ROI through tailored solutions for complex needs. Zendesk has a higher ongoing cost but provides robust ROI by enhancing productivity and delivering efficient customer support. Both platforms have pricing models reflecting their strengths in adaptability and comprehensive features.
| Product | Market Share (%) |
|---|---|
| Zendesk | 4.5% |
| BMC FootPrints Service Core | 1.3% |
| Other | 94.2% |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
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.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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