BMC FootPrints Service Core

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3.5 out of 5 stars

BMC FootPrints Service Core combines your service desk and desktop management functions into a single, unified console.

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BMC FootPrints Service Core Reviews

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BMC FootPrints review by <span>Alex R.</span>
Alex R.
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Good System for Tracking User Tickets

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What do you like best?

Honestly, when my work switched from our previous ticket software I didn't really enjoy FootPrints. It seemed too complicated for just tracking tickets. Now, however, I love using it. It has a lot of great features and has gotten way easier to use. I love the integration with Active Directory, we just type in the users username and hit enter and it populates the contact information for us.

What do you dislike?

For me it had a higher learning curve to it. This is solved by either watching tutorials or going through training. Once you get the hang of it, it is actually really good software that is pretty easy to use. A feature I wish they had though is the ability to maintain your filters. I filter the tickets a lot and it sucks having to recreate the filters every day I log in.

Recommendations to others considering the product

FootPrints can be a bit complicated at first and I highly recommend going through training at least once. After a while you get the hang of it though.

What business problems are you solving with the product? What benefits have you realized?

We use this to keep track of our tickets and some projects. A nice benefit is the ability to email the user with any updates straight from the ticket.

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BMC FootPrints review by <span>Jose Q.</span>
Jose Q.
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What do you like best?

Footprints is a solid jack-of-all-trades in business process automation. Although it's 100% ITIL compliant, it's not tied to deal only with IT-related processes; it can help your organization to automate as easily a Service Desk department as a Legal, HR, Finance or even Inventory unit with no hassle.

What do you dislike?

The Service Analytics module for reporting and dashboard is quite robust, but it needs either to be more flexible (especially with specialized reports such as the SLA ones) or to allow seamless third-party reporting solutions integrations, such as BMC Track-It! - BMC Footprints' relative - with Crystal Reports, for example.

Recommendations to others considering the product

Come with an open mind. Footprints, before version 12.1.07, was named "Footprints _Service Core_", and there's a reason for that. Most people incorrectly regard Footprints as a Service Desk solution; it's much, much more. Literally,

What business problems are you solving with the product? What benefits have you realized?

We have successfully mapped several (and dissimilar) business processes with Footprints since version 11. Processes include Incident, Service and Problem Management - for IT -, Employee Onboarding - for HR -, Emoluments Management - for Finance - and even replicated some functionalities from legacy systems to consolidate them in Footprints. The benefit for this is obvious: a single server, a single platform, a single maintenance period, but encompassing almost all of the business processes.

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BMC FootPrints review by User
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Decent ticket-tracking system

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What do you like best?

FootPrints works great for keeping track of tickets assigned to various workgroups/teams. It allows us to store all work related to incidents in one space, assign sub-tasks to other groups, run reports, etc. It provides email notifications for updates with links back to the ticket.

What do you dislike?

The interface on the version we are running (11.6) is a bit outdated and clunky, but it does get the job done. You cannot log in from various browsers simultaneously; doing so logs you out of the other sessions, which can be frustrating at times.

What business problems are you solving with the product? What benefits have you realized?

We use FootPrints to track a high volume of service requests for central IT at a large higher ed institution. Work is streamlined, organized, and reportable.

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BMC FootPrints review by User in Mechanical or Industrial Engineering
User in Mechanical or Industrial Engineering
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average-good IT case management software

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What do you like best?

It was easy to use once we got used to it. Learning curve was slightly average. I did not like it very much, as I had heard there were other software that were more effective and functional.

What do you dislike?

Customer recognition by use of their algorithms were consistent however not great. Customization was minimal as far as security parameters were concerned. It would experience several crashes during updates which disrupted the whole process and increased our clients call influx. It was connected to service password resets to user permissions. So, if one server was down, it would take a while for any site to respond to or function at full capacity.

What business problems are you solving with the product? What benefits have you realized?

We used Footprints to manage email requests from clients, managing and logging interactions and tracking progress of a case. This software along with our phone systems helped easily log in any client problems and requests, as well as inter-company communication.

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BMC FootPrints review by Administrator in Utilities
Administrator in Utilities
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What do you like best?

Graphical workflows.... and honestly that is the only thing i like about this.

The other developer and myself have started to establish some what of a relationship with the support personnel because of all the calls we have had with them.

What do you dislike?

- Our environment is very dynamic, previous versions of footprints were more agile, and process changes were quickly made in the system and deployed from QA-Prod. this version needs long scheduled maintenance windows. In a 24/7 shop that is difficult to come by.

- Even at 12.6 the application is very buggy. SQL deadlock errors are very common.

- Some key actions in business rules do not work as expected. (listed as defects with BMC)

- The more items you have linked to a ticket the slower the interface becomes, 2-3 min. for refresh at times. (support optimizations have not helped)

- API cannot handle more than one request at a time, making timely bulk updates virtually impossible

- Not able to view more than one ticket at a time on screen (no side by side comparison of tickets are possbile)

- Cross item reporting only works with tickets and does not include related CIs'. (listed as defect with BMC)

- Performance is unbearable at times. System shows the application is only using 5-8% processor time and half of the memory allocated to it. SQL back end is not busy with bandwidth to spare and our screen will time out waiting for a refresh.

I really wanted to like this version of the application, but i am not able to give any real positive feed back on this app.

What business problems are you solving with the product? What benefits have you realized?

Incidents / Requests / Service Catalog /Compliance / Change Management / Security Controls testing / CMDB

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BMC FootPrints review by Administrator in Higher Education
Administrator in Higher Education
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FootPrints 12 in Higher Education

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What do you like best?

FootPrints 12 is very much so a box of powerful tools that you can (for the most part) do what you wish for building and implementing ITIL best practices within an ITSM tool. It features out-of-the box business process (see more in the dislike section), in-depth reporting and service analytics, approval modules, drag and drop interface for creating the customer and web forms, visualization tools for both workflow and impact analysis, knowledge base tools, and a powerful business rule engine. The user interface, though dated, is streamlined and contained into one browser window making window management much easier in version 12, compared to version 11.

What do you dislike?

The almost year and a half that we have spent with the product have been turbulent. After starting our implementation after the first service pack, I have been astounded by the number of severe, deal-breaking bugs/defects that were in the product. After engaging for 6 weeks in implementation, we got as far as we could and proceeded to wait for patches to address the outstanding issues. It was another 6 months before most of our dead stop issues were resolved. Many of these bugs/defects were not specific to our usage, however, being in higher education and having what I would refer to as "special" needs in terms of agents and customers, exacerbated the bugs/defects for our purposes.

Additionally, there are a number of features that are not yet fully implemented (some not planned at all) as carry-overs such as Auto-add customers feature that allows users not loaded into the system to log in using LDAP credentials, quick descriptions, bulk action, ticket lock time outs, and several other minor features.

What business problems are you solving with the product? What benefits have you realized?

We are solving: Incident Management, Change Management, Problem Management, and Order Request Management. For all 4 processes, we are able to fully capture, record, and approve work through established workflow in each environment. The flexibility of FootPrints allows us to easily replicate our desired workflow and process into the tool.

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