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BMC FootPrints Service Core vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

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
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

JE
Sep 3, 2019
Scalability is customizable but it is somewhat limited in terms of how granular it can be
We use the on-prem deployment model of this solution. Our primary use case is for our ticketing system, tracking system, and asset tracking system 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. The workflow should…
RajkumarK - PeerSpot reviewer
Nov 21, 2023
The leading service management platform for delivering intelligent, user-centric experiences
We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group.  We employed services to…

Quotes from Members

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

Pros

"It is stable and its technical support is good and quick."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"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."
"The discovery feature is very flexible."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"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."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It's one of the top solutions on the market for ITSM capabilities."
"It's a very integrated solution."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
 

Cons

"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."
"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 pricing could be a little lower and the product should cover more iTel versions."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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."
"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 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."
"The mobile version of this product does not support asset management."
"It takes a long-time to plan and deploy the on-premise solution."
"Encountered issues with scalability and stability."
"The dashboard can be better."
"BMC Helix ITSM should have an easy-to-use user interface."
"I would also love to see consistency across all consoles."
"They should add some of the bolt-ons into the initial setup, such as chat."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
 

Pricing and Cost Advice

"The licensing for FootPrints is a perpetual license with an annual support fee."
"Our costs are well over $250,000."
"This solution has good pricing."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"It is too expensive for a small business."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
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Top Industries

By visitors reading reviews
Financial Services Firm
19%
Government
15%
Educational Organization
14%
Healthcare Company
11%
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

What needs improvement with BMC FootPrints Service Core?
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 ano...
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: October 2024.
814,649 professionals have used our research since 2012.