BMC FootPrints Service Core vs SolarWinds Web Help Desk comparison

BMC and SolarWinds are both solutions in the Help Desk Software category. BMC is ranked #28, while SolarWinds is ranked #18 with an average rating of 9.0. BMC holds a 0.6% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 85% of SolarWinds 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

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

632 Views
294 Comparison Views

85% willing to recommend

BMC FootPrints Service Core

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC FootPrints Service Core and SolarWinds Web Help Desk are competing in the service management category. SolarWinds Web Help Desk appears to have an advantage due to its comprehensive features and higher customer satisfaction.

Features: BMC FootPrints Service Core offers automated workflows aligning with ITIL standards, customizable dashboards, and support for ticketing and asset management. SolarWinds Web Help Desk provides flexible ticketing, asset management capabilities, and intuitive reporting functionalities, appealing for its ease of use and integration flexibility.

Room for Improvement: BMC FootPrints Service Core could improve in areas such as simplifying its interface, enhancing its reporting capabilities, and offering better integration options. SolarWinds Web Help Desk could benefit from expanding its deployment options, enhancing mobile access, and offering more advanced customization features.

Ease of Deployment and Customer Service: BMC FootPrints Service Core provides options for both cloud and on-premises deployment, offering personalized support and detailed documentation. SolarWinds Web Help Desk primarily deploys on-premises, known for swift installation and responsive customer support.

Pricing and ROI: BMC FootPrints Service Core presents a higher initial cost with customizable pricing but often results in slower ROI due to its complexity and longer implementation time. SolarWinds Web Help Desk offers competitive pricing with quicker ROI attributed to streamlined setup and maintenance.

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

Buyer's Guide

BMC FootPrints Service Core vs. SolarWinds Web Help Desk

April 2025

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Helped 847,862 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)

SolarWinds Web Help Desk

Ranking in Help Desk Software

18th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

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 SolarWinds Web Help Desk is 1.3%, up from 0.8% 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.

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Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Supports case and incident reporting with responsive support

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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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

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

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

"This product solidly handles incident management, problem management, and change management."

"Technical support is good."

"Ability to auto-generate email messages, process email messages, and approvals."

"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."

"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."

More BMC FootPrints Service Core pros

"SolarWinds is scalable as far as adding devices and servers."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"Once installed, it runs like a charm and doesn't ever crash."

"It is easy to use."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"The most valuable feature of this solution is the assets management module."

Cons

"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."

"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 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."

"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."

More BMC FootPrints Service Core cons

"This solution needs to have mobile application support added."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"A little outdated compared to newer products that include protection and detection."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

Pricing and Cost Advice

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

"This solution has good pricing."

"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."

"They charge by the technician. It costs $117 per technician per year."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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Top Industries

By visitors reading reviews

Government

17%

Computer Software Company

13%

Educational Organization

12%

Financial Services Firm

10%

Educational Organization

75%

Retailer

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

What needs improvement with SolarWinds Web Help Desk?

See all answers

What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

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What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

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Compared 26% of the time

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Compared 21% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 20% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 17% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Help Desk Software

March 2025

Download SolarWinds Web Help Desk 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

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

Sample Customers

Cast & Crew

Instacart

Buyer's Guide

BMC FootPrints Service Core vs. SolarWinds Web Help Desk

April 2025

Free Report: BMC FootPrints Service Core vs. SolarWinds Web Help Desk

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

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