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BMC FootPrints Service Core vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

BMC FootPrints Service Core
Ranking in Help Desk Software
28th
Ranking in IT Service Management (ITSM)
31st
Average Rating
8.2
Number of Reviews
10
Ranking in other categories
No ranking in other categories
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Number of Reviews
214
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 0.4%, up from 0.4% compared to the previous year. The mindshare of ServiceNow is 26.1%, down from 27.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

JE
Sep 3, 2019
Scalability is customizable but it is somewhat limited in terms of how granular it can be
We use the on-prem deployment model of this solution. Our primary use case is for our ticketing system, tracking system, and asset tracking system 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. The workflow should…
Fabio QUINTANILHA - PeerSpot reviewer
Jan 29, 2024
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…

Quotes from Members

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

Pros

"This product solidly handles incident management, problem management, and change management."
"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."
"We can track issues easier and run reports on issues to see if there are patterns."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"Technical support is good."
"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 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."
"Remote access is most valuable."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"This solution is a single-storage for our user community to submit help desk tickets."
"I have found the workflows and integration the most valuable in this solution."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
 

Cons

"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."
"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 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."
"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 workflow should be made to be more user-friendly. It should also have more granular scalability."
"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 scalability needs improvement."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
 

Pricing and Cost Advice

"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."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"ServiceNow's pricing is comparatively higher than Helix's."
"This is a pretty expensive product, so the licensing could be better."
"ServiceNow is an expensive solution."
"The CapEx version is great."
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Top Industries

By visitors reading reviews
Financial Services Firm
19%
Government
15%
Educational Organization
14%
Healthcare Company
11%
Educational Organization
25%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What needs improvement with BMC FootPrints Service Core?
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 ano...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Also Known As

FootPrints Service Core
No data available
 

Learn More

 

Overview

 

Sample Customers

Cast & Crew
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about BMC FootPrints Service Core vs. ServiceNow and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.