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BMC FootPrints Service Core vs Cherwell Service Management comparison

BMC and Ivanti are both solutions in the IT Service Management (ITSM) category. BMC is ranked #30, while Ivanti is ranked #27. BMC holds a 0.6% mindshare in ISM, compared to Ivanti’s 0.7% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 80% of Ivanti 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
Cherwell Service Management
Read 6 Cherwell Service Management reviews
  • 658 Views
  • 256 Comparison Views
80% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC FootPrints Service Core and Cherwell Service Management compete in the IT service management solutions category. BMC FootPrints is preferred for its user-friendly customer support, while Cherwell is highlighted for its advanced functionality.

Features: BMC FootPrints Service Core offers a customizable interface, workflow streamlining, and provides a flexible platform to adapt service management to organizational needs. It supports the ability to create custom home views for various teams, and its relational database feature facilitates detailed histories and audit trails. Cherwell Service Management excels with automation capabilities, extensive integration options, and provides robust incident, problem, and change management. It also includes functional dashboards and smart IT features to enhance user interaction and data management.

Room for Improvement: BMC FootPrints could improve by enhancing its reporting capabilities, offering better lockdown features for tickets, and expanding its integration options with third-party tools. Improvements in dashboard functionality and smart IT extensions could also be considered. Cherwell's deployment complexity can be reduced, its initial setup process can be streamlined, and it could optimize its integration with non-IT systems. Additional enhancements in user support features during onboarding and upgrading its reporting system could add value.

Ease of Deployment and Customer Service: BMC FootPrints provides a straightforward deployment process complemented by strong customer support, ensuring a smooth transition for new implementations. Cherwell Service Management, albeit complex in its initial deployment, supports users with comprehensive guidance and resources to overcome setup challenges, but its supportive infrastructure is beneficial post-deployment.

Pricing and ROI: BMC FootPrints is recognized for a moderate setup cost, delivering an attractive ROI for midsize enterprises by enabling cost-effective service management solutions. Cherwell Service Management demands a higher upfront investment but leverages its extensive features to provide significant long-term value, appealing to larger organizations with flexible budgets and high ROI potential through its suite of enhanced capabilities.

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To learn more, read our detailed BMC FootPrints Service Core vs. Cherwell Service Management Report (Updated: April 2025).
Buyer's Guide
BMC FootPrints Service Core vs. Cherwell Service Management
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
10
Ranking in other categories
No ranking in other categories
Cherwell Service Management
Ranking in Help Desk Software
25th
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
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 Cherwell Service Management is 0.7%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

CW
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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Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Read full review

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."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"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."
"Technical support is good."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"This product solidly handles incident management, problem management, and change management."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
More BMC FootPrints Service Core pros
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
 

Cons

"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."
"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."
"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."
"The mobile version of this product does not support asset management."
"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."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
More BMC FootPrints Service Core cons
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
 

Pricing and Cost Advice

"This solution has good pricing."
"Our costs are well over $250,000."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"For an ITIL user, the cost is probably about 50 bucks a month."
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Top Industries

By visitors reading reviews
Government
17%
Computer Software Company
13%
Educational Organization
11%
Financial Services Firm
9%
Educational Organization
65%
Computer Software Company
6%
Government
5%
Healthcare Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

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Compared 51% of the time
Rezolve AI Platform vs BMC FootPrints Service Core Logo
Rezolve AI Platform vs BMC FootPrints Service Core
Compared 49% of the time
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ServiceNow vs Cherwell Service Management Logo
ServiceNow vs Cherwell Service Management
Compared 100% of the time
More Cherwell Service Management Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
March 2025
BMC FootPrints Service Core reportDownload BMC FootPrints Service Core product report
Buyer's Guide
IT Service Management (ITSM)
March 2025
Cherwell Service Management reportDownload Cherwell Service Management product report
 

Also Known As

FootPrints Service Core
No data available
 

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
Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
Ivanti
 

Sample Customers

Cast & Crew
Ausenco, Highlights for Children, B/E Aerospace
Buyer's Guide
BMC FootPrints Service Core vs. Cherwell Service Management
April 2025
Free Report: BMC FootPrints Service Core vs. Cherwell Service Management
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