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BMC FootPrints Service Core vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

No sentiment score available
BMC FootPrints Service Core customer service is praised for prompt issue resolution and responsive technical support, with occasional variability.
Sentiment score
5.2
BMC Helix ITSM's customer service is inconsistent, with variability in responsiveness and expertise, especially based on support tier.
 

Room For Improvement

No sentiment score available
BMC FootPrints Service Core requires improved customization, usability, and features like enhanced collaboration, intuitive design, and better asset management.
Sentiment score
4.3
BMC Helix ITSM needs UI improvements, better customization, and integration, with enhanced support, performance, and Agile functionality.
 

Scalability Issues

No sentiment score available
BMC FootPrints Service Core offers scalable customization for large enterprises, widely used in Australasia but limited by resource constraints.
Sentiment score
7.8
BMC Helix ITSM is highly scalable, supports enterprise growth, but needs significant infrastructure, and sometimes faces memory management issues.
 

Setup Cost

No sentiment score available
BMC FootPrints Service Core offers affordable perpetual licensing with costs based on agent numbers, excluding hidden fees, unlike Remedy.
No sentiment score available
BMC Helix ITSM offers high ROI despite complex licensing; large enterprises benefit from bulk discounts and tailored services.
 

Stability Issues

No sentiment score available
BMC FootPrints Service Core is stable but depends on proper configuration for optimal performance across various industries.
Sentiment score
7.2
BMC Helix ITSM is stable and reliable but may face issues with updates, custom setups, or specific configurations.
 

Valuable Features

No sentiment score available
BMC FootPrints Service Core provides ITIL certification, customizable features, robust management, stability, and supports multiple administrators with strong technical support.
Sentiment score
8.0
BMC Helix ITSM offers customizable ITIL features with seamless integrations, automation, mobile access, and adaptability for diverse business needs.
 

Categories and Ranking

BMC FootPrints Service Core
Ranking in Help Desk Software
28th
Ranking in IT Service Management (ITSM)
31st
Average Rating
8.2
Number of Reviews
10
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in Help Desk Software
4th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
76
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 0.4%, up from 0.4% compared to the previous year. The mindshare of BMC Helix ITSM is 13.6%, up from 12.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

ITSystemdd04 - PeerSpot reviewer
Scalability is customizable but it is somewhat limited in terms of how granular it can be
We looked for the problem and where there was inefficiency within the team or company-wide. We are looking into ServiceNow to replace the system. The team that is managing this system did a POC and they love it and we are going that way. I was not really part of the choosing of this system.
RajkumarK - PeerSpot reviewer
The leading service management platform for delivering intelligent, user-centric experiences
Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.
report
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Top Industries

By visitors reading reviews
Financial Services Firm
19%
Government
16%
Educational Organization
15%
Computer Software Company
9%
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
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What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
 

Also Known As

FootPrints Service Core
Remedy ITSM, Remedy, Helix Remedy
 

Learn More

 

Overview

 

Sample Customers

Cast & Crew
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about BMC FootPrints Service Core vs. BMC Helix ITSM and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.