BMC FootPrints Service Core Reviews

We use the software for help desk problem tickets and service requests. We also use it for HR issues related to benefits and other HR issues.

We can track issues easier and run reports on issues to see if there are patterns. We can send surveys out on each ticket to get feedback on issues and our services.

We have found the reports and the lockdown on a ticket valuable, so only one person can update issues. The surveys are beneficial, too.

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 started using FootPrints as our primary tool for Incident and Change Management. Then, we expanded capabilities to fulfill the need for Service Request Management and Service Catalog Management for IT. Eventually, we took the tool to other non-IT departments for streamlining business process that may, or may not, have an IT component.

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

• Ability to auto-generate email messages, process email messages, and approvals.
• Ability to allow multiple administrators in various different workspaces, therefore not requiring a single person to administer all workspaces for the system.

• Include a more integrated CMDB and the ability to personalize/customize the Service Catalog's look and feel. 
• V11.6 has very large boxes as groups to click in order to drill down further.
• It would be nice if they added the ability to go directly to a form via a deep link URL.