BMC FootPrints Service Core vs LinkLive comparison

BMC and LinkLive are both solutions in the Help Desk Software category. BMC is ranked #28, while LinkLive is ranked #16 with an average rating of 10.0. BMC holds a 0.6% mindshare in HDS, compared to LinkLive’s 0.1% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 100% of LinkLive users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

269 Views
134 Comparison Views

90% willing to recommend

LinkLive

Read 9 LinkLive reviews

277 Views
21 Comparison Views

100% willing to recommend

BMC FootPrints Service Core

LinkLive

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

BMC FootPrints Service Core and LinkLive compete in IT service management. BMC FootPrints Service Core is favored for cost-effectiveness due to customizable features, while LinkLive attracts users with its advanced communication tools.

Features: BMC FootPrints Service Core is customizable and ITIL compliant, offering flexible service configurations, extensive integration options, and agile workflows. LinkLive emphasizes real-time collaboration, integrated communication tools, and quick customer engagement features.

Room for Improvement: BMC FootPrints Service Core could enhance its real-time communication features and simplify interface design for ease of use. Additionally, it may benefit from more robust training modules. LinkLive could improve on integration options with external systems and streamline customization features to accommodate ITIL compliance. Increasing workflow flexibility might add value to its offerings.

Ease of Deployment and Customer Service: BMC FootPrints Service Core offers quick deployment with robust service support, facilitating seamless system integration. LinkLive also provides a straightforward deployment process, focusing on comprehensive communication support with valuable training and issue resolution assistance.

Pricing and ROI: BMC FootPrints Service Core's attractive setup cost ensures a strong ROI through flexible functionalities. Although LinkLive has a higher initial setup cost, it offers long-term value by enhancing communication and collaboration features, promising higher ROI in prolonged use.

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

Buyer's Guide

BMC FootPrints Service Core vs. LinkLive

April 2025

Download the complete report

Helped 847,959 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

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (30th)

LinkLive

Ranking in Help Desk Software

16th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (5th), Contact Center as a Service (CCaaS) (7th)

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 LinkLive is 0.1%, up from 0.0% 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

Charles Larsen

RN Senior Director, Transfer Services at Banner Health

Provides stability with security, and the reporting helps us improve our processes

I think they're working on it, but with telehealth being so prevalent in healthcare now—and they already do a lot of things that are on the edge of the telehealth experience—there's an opportunity to develop the platform to be more comprehensive. The overall development of the platform into something more comprehensive could be helpful. One of the stronger suits of the platform, and an advantage for us, has been the reporting. But there's always the idea that the more data you have, and the more reports that have, the more you want. There is an opportunity to further develop the reporting. That opportunity is not because the reporting is lacking today, rather, it's there because there's always an opportunity to look at reports in different ways. With that said, if it's meant to be just a telephony system and the steady rock that it is, I don't know that anything needs to be improved. In terms of additional features, I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition. Any additional ways to share documents and information, communicate with one another in different ways, would be helpful. A lot of providers require texting today, so developing that piece of the platform would probably be good. Overall, a good mobile application that folks could download from the app store and access our transfer center through would be great.

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."

"Technical support is good."

"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."

"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."

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

"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

"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

"There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues."

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."

Cons

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

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

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

"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."

"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."

More BMC FootPrints Service Core cons

"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

Pricing and Cost Advice

"This solution has good pricing."

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

"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."

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

"The pricing is fair."

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

847,959 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

17%

Computer Software Company

13%

Educational Organization

12%

Financial Services Firm

10%

Computer Software Company

63%

Financial Services Firm

Healthcare Company

Non Profit

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 Revation LinkLive?

The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.

See all answers

What is your experience regarding pricing and costs for Revation LinkLive?

The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.

See all answers

What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectiv...

See all answers

Comparisons

ServiceNow vs BMC FootPrints Service Core

Compared 50% of the time

Rezolve AI Platform vs BMC FootPrints Service Core

Compared 50% of the time

More BMC FootPrints Service Core Competitors

Cisco Webex Contact Center vs LinkLive

Compared 100% of the time

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

LinkLive

April 2025

Download LinkLive product report

Also Known As

FootPrints Service Core

Revation LinkLive

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

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

LinkLive

Sample Customers

Cast & Crew

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil

Buyer's Guide

BMC FootPrints Service Core vs. LinkLive

April 2025

Free Report: BMC FootPrints Service Core vs. LinkLive

Find out what your peers are saying about BMC FootPrints Service Core vs. LinkLive and other solutions. Updated: April 2025.

DOWNLOAD NOW

847,959 professionals have used our research since 2012.

See our BMC FootPrints Service Core vs. LinkLive report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.