BMC FootPrints Service Core vs BMC Helix ITSM comparison

BMC FootPrints Service Core and BMC Helix ITSM are both solutions in the IT Service Management (ITSM) category. BMC FootPrints Service Core is ranked #30, while BMC Helix ITSM is ranked #4 with an average rating of 7.8. BMC FootPrints Service Core holds a 0.6% mindshare in ISM, compared to BMC Helix ITSM’s 11.4% mindshare. Additionally, 90% of BMC FootPrints Service Core users are willing to recommend the solution, compared to 87% of BMC Helix ITSM users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

216 Views
108 Comparison Views

90% willing to recommend

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,395 Views
3,447 Comparison Views

87% willing to recommend

BMC FootPrints Service Core

BMC Helix ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and BMC FootPrints Service Core are IT service management products. BMC Helix ITSM is considered better for larger enterprises due to its scalability and advanced automation, whereas BMC FootPrints Service Core is more customizable, catering to smaller organizations.

Features: BMC Helix ITSM offers advanced automation, AI-driven capabilities, and cognitive automation features supporting complex IT environments. BMC FootPrints Service Core provides extensive customization options, integration with third-party applications, and flexible workflows to adapt to diverse needs.

Room for Improvement: BMC Helix ITSM could improve its initial deployment complexities, expand native integrations, and simplify the learning curve. BMC FootPrints Service Core may benefit from enhanced automation features, advanced reporting capabilities, and scalability improvements for larger deployments.

Ease of Deployment and Customer Service: BMC FootPrints Service Core offers a simpler deployment with choices between on-premise or cloud, making it easy for smaller teams. BMC Helix ITSM is cloud-first, requiring more setup but offers comprehensive support and continuous updates for large projects.

Pricing and ROI: BMC Helix ITSM typically involves higher upfront costs but provides a quicker ROI for large enterprises due to its advanced features. BMC FootPrints Service Core is cost-effective for smaller businesses with lower initial costs and suitable for organizations with moderate growth expectations.

To learn more, read our detailed BMC FootPrints Service Core vs. BMC Helix ITSM Report (Updated: April 2025).

Buyer's Guide

BMC FootPrints Service Core vs. BMC Helix ITSM

April 2025

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Review summaries and opinions

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

Categories and Ranking

BMC FootPrints Service Core

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

30th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

BMC Helix ITSM

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 0.6%, up from 0.3% compared to the previous year. The mindshare of BMC Helix ITSM is 11.4%, down from 13.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Carrie Wu

Sr. Systems Analyst at Vancouver Fraser Port Authority

Supports the convergence of ticket management, IT, and customer services

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look ahead at future requirements such as the cloud configuration, along with other vendor capabilities before making a decision.

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Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

Development team is quick to address bugs or shortcomings in their product

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

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Quotes from Members

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

Pros

"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."

"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."

"Ability to auto-generate email messages, process email messages, and approvals."

"We can track issues easier and run reports on issues to see if there are patterns."

"This product solidly handles incident management, problem management, and change management."

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"The discovery feature is very flexible."

More BMC FootPrints Service Core pros

"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."

"The solution's most valuable features are automation and orchestration."

"The digital workplace is appealing."

"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."

"The solution can perform well for large-sized companies."

"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."

"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."

"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."

More BMC Helix ITSM pros

Cons

"The pricing could be a little lower and the product should cover more iTel versions."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"The mobile version of this product does not support asset management."

"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 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."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

More BMC FootPrints Service Core cons

"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

"The interface is somewhat dated as compared to technologies in use today."

"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."

"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."

"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."

"The search feature and the dashboard could both be improved."

"BMC Helix ITSM should improve its price."

"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."

More BMC Helix ITSM cons

Pricing and Cost Advice

"Our costs are well over $250,000."

"The licensing for FootPrints is a perpetual license with an annual support fee."

"This solution has good pricing."

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"The solution's pricing should come down."

"The price of BMC Helix ITSM is expensive."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"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."

"BMC Helix ITSM is a very cost-effective solution."

More BMC Helix ITSM pricing and cost advice

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Top Industries

By visitors reading reviews

Government

16%

Computer Software Company

14%

Educational Organization

12%

Financial Services Firm

10%

Computer Software Company

18%

Financial Services Firm

14%

Government

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

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...

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What needs improvement with BMC Helix ITSM?

In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...

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What is your primary use case for BMC Helix ITSM?

I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

BMC Helix ITSM

April 2025

Download BMC Helix ITSM product report

Also Known As

FootPrints Service Core

Remedy ITSM, Remedy, Helix Remedy

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

BMC

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. 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.”

BMC

Sample Customers

Cast & Crew

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Buyer's Guide

BMC FootPrints Service Core vs. BMC Helix ITSM

April 2025

Free Report: BMC FootPrints Service Core vs. BMC Helix ITSM

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