We performed a comparison between BMC FootPrints Service Core and BMC Helix ITSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"This product solidly handles incident management, problem management, and change management."
"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."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"The discovery feature is very flexible."
"It is stable and its technical support is good and quick."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It's a very integrated solution."
"Initial, out-the-box setup was easy with no problems."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Helix is stable."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"The pricing could be a little lower and the product should cover more iTel versions."
"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."
"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."
"The mobile version of this product does not support asset management."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"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."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The amount of software issues are still too big, even considering the complexity of the tool."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Needs less infrastructure requirements."
"The Approval Central system needs to be refreshed."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Support could be more skilled. We are wasting too much of our time debugging."
"They could be more responsive to feedback from their community board."
BMC FootPrints Service Core is ranked 26th in IT Service Management (ITSM) with 10 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. BMC FootPrints Service Core is rated 8.2, while BMC Helix ITSM is rated 8.0. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". BMC FootPrints Service Core is most compared with ServiceNow, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo. See our BMC FootPrints Service Core vs. BMC Helix ITSM report.
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