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BMC FootPrints Service Core pros and cons

Vendor: BMC
4.1 out of 5
716 followers
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Pros & Cons summary

BMC FootPrints Service Core's relational database enables linking items and creating comprehensive audit trails for configuration items. Its centralized asset and ticket management boost end user adoption, supported by effective support and lab-based troubleshooting. Features like report generation and ticket access restrictions enhance efficiency, while flexible automation streamlines communications. However, quick search limitations and integration challenges exist, with reporting and collaboration needing improvement. The mobile version lacks asset management support.

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Prominent pros & cons

PROS

FootPrints by BMC is a relational database that allows every item to be interconnected, aiding in creating comprehensive history and audit trails for each configuration item.
It offers robust support services with Tier II support being highly responsive and capable of recreating environments in their lab to enhance support.
FootPrints by BMC facilitates a central hub for linked assets and tickets which improves user adoption and reduces the frequency of phone and email tickets.
The software provides beneficial features such as locked-down tickets to allow only one updater at a time and comprehensive reporting tools to track and analyze issue patterns.
FootPrints by BMC is acknowledged for its solid performance in incident, problem, and change management, reflecting its reliability and functionality.

CONS

Hyphens are not allowed in the BMC FootPrints Service Core quick search bar, complicating searches for asset names with hyphens.
Reporting functionality needs improvement, including the creation of specific fields for each type of ticket.
BMC FootPrints Service Core lacks customizable reporting and inter-department collaboration features for service desk tickets.
The mobile version of BMC FootPrints Service Core does not support asset management.
Integration with other tools is challenging, particularly in the telecom space.
 

BMC FootPrints Service Core Pros review quotes

GS
Oct 28, 2019
This product solidly handles incident management, problem management, and change management.
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CW
Feb 20, 2019
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.
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it_user790731 - PeerSpot reviewer
Dec 18, 2017
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.
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Buyer's Guide
IT Service Management (ITSM)
November 2024
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ITSystemdd04 - PeerSpot reviewer
Sep 3, 2019
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.
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electron719862 - PeerSpot reviewer
Sep 29, 2019
The discovery feature is very flexible.
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reviewer1765752 - PeerSpot reviewer
Oct 12, 2022
Technical support is good.
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reviewer1416834 - PeerSpot reviewer
Sep 16, 2020
It is stable and its technical support is good and quick.
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it_user792360 - PeerSpot reviewer
Dec 20, 2017
Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.
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it_user791118 - PeerSpot reviewer
Dec 19, 2017
We have found the reports and the lockdown on a ticket valuable, so only one person can update issues.
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BMC FootPrints Service Core Cons review quotes

GS
Oct 28, 2019
The pricing could be a little lower and the product should cover more iTel versions.
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CW
Feb 20, 2019
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.
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it_user790731 - PeerSpot reviewer
Dec 18, 2017
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.
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Buyer's Guide
IT Service Management (ITSM)
November 2024
Download Free Report
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: November 2024.
DOWNLOAD NOW
824,067 professionals have used our research since 2012.
ITSystemdd04 - PeerSpot reviewer
Sep 3, 2019
The workflow should be made to be more user-friendly. It should also have more granular scalability.
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electron719862 - PeerSpot reviewer
Sep 29, 2019
The mobile version of this product does not support asset management.
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reviewer1765752 - PeerSpot reviewer
Oct 12, 2022
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.
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reviewer1416834 - PeerSpot reviewer
Sep 16, 2020
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.
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it_user792360 - PeerSpot reviewer
Dec 20, 2017
It would be nice if they added the ability to go directly to a form via a deep link URL.
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it_user791118 - PeerSpot reviewer
Dec 19, 2017
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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Product Categories

Product Categories
IT Service Management (ITSM)
Help Desk Software

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Product Categories

Product Categories
IT Service Management (ITSM)
Help Desk Software

Popular Comparisons

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ServiceNow vs BMC FootPrints Service Core Logo
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