BMC FootPrints Service Core vs Freshservice comparison

BMC and Freshworks are both solutions in the Help Desk Software category. BMC is ranked #28, while Freshworks is ranked #8 with an average rating of 8.3. BMC holds a 0.6% mindshare in HDS, compared to Freshworks’s 3.9% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

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134 Comparison Views

90% willing to recommend

Freshservice

Read 35 Freshservice reviews

1,535 Views
1,154 Comparison Views

97% willing to recommend

BMC FootPrints Service Core

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC FootPrints Service Core and Freshservice are competing in the IT service management solutions category. Based on data comparisons, Freshservice seems to have the upper hand due to its comprehensive features and perceived value.

Features: BMC FootPrints Service Core provides robust incident and change management with advanced automation capabilities. It offers flexible on-premise options, making it suitable for complex environments needing extensive customization. Freshservice stands out with its intuitive dashboard, seamless integrations, and efficient asset management tools, appealing to those seeking ease of use and quick implementation.

Room for Improvement: BMC FootPrints Service Core could enhance its initial setup efficiency and reduce the need for extensive technical assistance. Customization complexity might be simplified. Freshservice could expand its capabilities for handling extensive customization needs, improve the feedback system on case analysis, and enhance AI features for better user interaction.

Ease of Deployment and Customer Service: Freshservice offers a cloud-based deployment model with minimal setup time and comprehensive support, enabling swift access and streamlined operations. BMC FootPrints Service Core, while providing flexible on-premise and cloud options, tends to require more initial setup and technical assistance, potentially affecting deployment speed.

Pricing and ROI: Freshservice typically offers a more attractive pricing model focused on scalability, which includes a ROI-driven approach suitable for growing businesses. BMC FootPrints Service Core, with higher upfront costs due to its extensive customization capabilities, offers significant ROI for larger enterprises needing tailored solutions.

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

Buyer's Guide

BMC FootPrints Service Core vs. Freshservice

April 2025

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Helped 846,617 peers since 2012

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

Freshservice

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.6%, up from 0.3% compared to the previous year. The mindshare of Freshservice is 3.9%, down from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

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.

Read full review

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Smooth incident management and easy to use while needing better escalation management

We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

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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

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

"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."

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

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

"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."

"It is stable and its technical support is good and quick."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

More BMC FootPrints Service Core pros

"Freshservice is very user-friendly and easy to customize."

"Depending on the size of your organization, is pretty standard and useful."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"It is a stable solution. My company hasn't faced any problems with the solution."

"You can just register and within five to minute minutes, you are ready to go."

"With Freshservice in place, we have reversed the trend of creating tickets."

"The overall functionality of the product is excellent."

"The workflow and the change management process are valuable."

More Freshservice pros

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."

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

"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 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."

"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."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

More BMC FootPrints Service Core cons

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

"Freshservice's technical support has issues with delays and translations."

"I experienced some delay in response time for non-function critical queries."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"Freshservice could improve the integration with Microsoft Outlook."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

More Freshservice cons

Pricing and Cost Advice

"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."

"This solution has good pricing."

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

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"The price of Freshservice could improve, it is expensive."

"The pricing is reasonable."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Government

17%

Computer Software Company

13%

Educational Organization

11%

Financial Services Firm

Computer Software Company

24%

Manufacturing Company

Financial Services Firm

Educational Organization

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 Freshservice?

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...

See all answers

What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

See all answers

What needs improvement with Freshservice?

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...

See all answers

Comparisons

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Compared 51% of the time

Rezolve AI Platform vs BMC FootPrints Service Core

Compared 49% of the time

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ServiceNow vs Freshservice

Compared 27% of the time

ManageEngine ServiceDesk Plus vs Freshservice

Compared 11% of the time

JIRA Service Management vs Freshservice

Compared 10% of the time

Microsoft Project vs Freshservice

Compared 9% of the time

Zendesk vs Freshservice

Compared 9% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Freshservice

April 2025

Download Freshservice product report

Also Known As

FootPrints Service Core

Flint

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

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

Sample Customers

Cast & Crew

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

BMC FootPrints Service Core vs. Freshservice

April 2025

Free Report: BMC FootPrints Service Core vs. Freshservice

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