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BMC FootPrints Service Core vs Cortex 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:
 

Categories and Ranking

BMC FootPrints Service Core
Ranking in IT Service Management (ITSM)
30th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (28th)
Cortex
Ranking in IT Service Management (ITSM)
21st
Average Rating
8.0
Reviews Sentiment
5.2
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

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.
NikhilSharma1 - PeerSpot reviewer
Provides comprehensive network visibility and helps us identify threats efficiently
The product could be improved in several areas. The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed. There is also a need for clearer differentiation between features and capabilities within Cortex's suite, as the overlap between XDR and XIM can be confusing. Improvements in the user interface and more intuitive KQL query handling could also enhance usability. Additionally, better support for various deployment scenarios and cost management options would be beneficial.

Quotes from Members

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

Pros

"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."
"It is stable and its technical support is good and quick."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"This product solidly handles incident management, problem management, and change management."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"We can track issues easier and run reports on issues to see if there are patterns."
"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 solution's most valuable feature is writing playbooks."
"The solution's stability is generally good."
"It was easy to integrate Cortex with existing infrastructure and other tech tools."
 

Cons

"The pricing could be a little lower and the product should cover more iTel versions."
"The mobile version of this product does not support asset management."
"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."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"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 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 complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed."
"It would be more beneficial to integrate threat intelligence in Cortex."
"It's quite lagging and not very fast."
 

Pricing and Cost Advice

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"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."
"It's cheaper compared to its competitors."
"Cortex XDR is a costly solution."
"Cortex is an expensive solution."
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Top Industries

By visitors reading reviews
Government
17%
Computer Software Company
13%
Educational Organization
11%
Financial Services Firm
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What needs improvement with Cortex?
It would be more beneficial to integrate threat intelligence in Cortex.
What is your primary use case for Cortex?
With Cortex, we can automate the analysis of all the alerts. We use it to automate any kind of activity.
 

Also Known As

FootPrints Service Core
No data available
 

Overview

 

Sample Customers

Cast & Crew
Information Not Available
Find out what your peers are saying about BMC FootPrints Service Core vs. Cortex and other solutions. Updated: March 2025.
846,617 professionals have used our research since 2012.