BMC FootPrints Service Core

(39)
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>Charlie K.</span>
Charlie K.
Validated Reviewer
Verified Current User
Review Source

"Flexible, powerful, enterprise service management tools"

What do you like best?

BMC FootPrints Service Core is flexible, powerful and relatively easy to customize. We have configured and operate EIGHT different workspaces all in the same platform. that makes it easy to copy, move and report across workspaces.

What do you dislike?

We are currently on V 11.6.10 and the reporting function is my least favorite part. The workaround that I think ends up working the best in any service management product is to export the data to an external program for deeper evaluation and display.

Recommendations to others considering the product

We have an in house programmer that works part time to keep it all functioning and running smooth. Each work space needs an admin to address reports and workflow to make it work best in our experiences. If had to do it all over again I would suggest using a 3rd party to assist with initial implementation and training.

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

BMC FootPrints Service Core is configured to support many aspects of our service business. that is a major benefit for support people not having to maintain multiple platforms doing the same thing across several departments in the organization.

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BMC FootPrints review by <span>Alex R.</span>
Alex R.
Validated Reviewer
Verified Current User
Review Source

"Good System for Tracking User Tickets"

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.

What Service Desk solution do you use?

Thanks for letting us know!
BMC FootPrints review by <span>Jose Q.</span>
Jose Q.
Validated Reviewer
Verified Current User
Review Source

"Follow the footprints of ALL your business processes... and then some"

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.

BMC FootPrints review by <span>Ana D.</span>
Ana D.
Validated Reviewer
Verified Current User
Review Source

"Just OK"

What do you like best?

The overall interface of Footprints is fairly easy to pick up on. Out of all the things it has to offer, I would say that the layout is probably it's best feature, but only when it's tied to simple navigability.

What do you dislike?

It doesn't work well in all browsers. It auto-updates, and often catches itself in a blank update loop. It gets hung up and has to be manually refreshed pretty frequently. Customizing tabs and searches is a bit of a headache and should be a lot easier, especially with drag and drop contenders within the same market.

Recommendations to others considering the product

Write down your ticket numbers. Sometimes, searches aren't reliable and it's hard to follow up on tickets due to that factor.

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

In our internal IT department, we use it as our user ticketing system. It's a mean to track work orders and update them as needed.

BMC FootPrints review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Simple Ticketing Service"

What do you like best?

Easy learning curve, lots of customization options to tailer to specific needs of our help desk, easy to add users to a workspace and add permissions. Any issues can be address with looking into the community forums, contacting support and they can help by showing you step by step to solve any issue that you have.

What do you dislike?

logouts while on tickets, sorting options, search is cumbersome in new version (v12) but improvements/workarounds seem to be possible.

Recommendations to others considering the product

Still working out and implementing changes to improve v12 of BMC FootPrints. A solid product with support and a helpful community.

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

IT solutions/Help Desk and assignment of issues to other departments. Some benefits include ease of use for both users and clients to communicate issues and keep history.

BMC FootPrints review by User
User
Validated Reviewer
Verified Current User
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"Decent ticket-tracking system"

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.

BMC FootPrints review by <span>Jacqueline M.</span>
Jacqueline M.
Validated Reviewer
Verified Current User
Review Source

"UConn ITS"

What do you like best?

The quick descriptions and templates are extremely helpful when making tickets.

What do you dislike?

The auto refresh feature only has 15 minutes and above, but it would be nice to have it continuously updating so tickets come into the queue and I see them faster.

Recommendations to others considering the product

Very useful ticketing software

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

Connecting with clients and sending client information and trouble tickets to the appropriate team for further investigation. It connects our university and those we help.

BMC FootPrints review by User in Medical Practice
User in Medical Practice
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Verified Current User
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"FootPrints gets the job done."

What do you like best?

I like best how we are able to customize our dashboard to see the tickets that are most relevant to us.

What do you dislike?

I dislike how it is always required to enter a university username and name because sometimes we do not have this information.

Recommendations to others considering the product

I would recommend this to companies that provide direct client support and need to keep track of multiple issues for the same client and have communication between departments.

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

We benefit from being able to respond to customers in a timely manner and have a record of all interactions with our client. This software solves the issue of lengthy processes for transferring issues to other departments.

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

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.

BMC FootPrints review by Administrator in Utilities
Administrator in Utilities
Validated Reviewer
Review Source

"2 years to migrate from older version and wish we had stayed on the old."

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

BMC FootPrints review by <span>Hayley A.</span>
Hayley A.
Validated Reviewer
Verified Current User
Review Source

"ITS Support Specialist"

What do you like best?

It is neat and easy to track and re-assign tickets between departments.

What do you dislike?

When clients create submissions some tickets are created as a duplicate.

Recommendations to others considering the product

This is a quick an easy cite to use to route tickets and complete issues that people are facing.

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

We use this to track tickets and solve issues that students or faculties are facing.

BMC FootPrints review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Verified Current User
Review Source

"FootPrints 12 in Higher Education"

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.

BMC FootPrints review by User in Chemicals
User in Chemicals
Validated Reviewer
Review Source

"Good, better then most but not the most"

What do you like best?

What I liked the most about this software was how easy it was for the users to know. They made some big changes since it was Numara. The users loved it because its design was very good and easy to navigate

What do you dislike?

It seemed as it was iterated through they removed features that some one on the help desk side would want to use. It seemed they went for a less is more with data mining as newer version were released.

Recommendations to others considering the product

I think it will fit most companies needs. As long as you have a traditional Help Desk structure this will work perfectly for you

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

Organizing and categorizing Help Desk requests. That was the biggest problem we solved. What we realized is that we because we organized and categorized the requests we were able to prioritize them as well.

BMC FootPrints review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"worst ticketing system I've ever used"

What do you like best?

- reporting

- online, able to access from any computer with an internet connection

What do you dislike?

- all sorts of problems relating to the reliability of the Footprints system, such as unrealiable support (they sometimes causes more problems when attempting to fix an issue or roll out a patch).

- Footprints at times suffer from high latency, or slow at converting user emails to tickets.

- overall one of the most unstable and unreliable ticketing system that I've ever used.

Recommendations to others considering the product

improve your support!!

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

- technical support specialist at a company for 6 years already.

- been using footprints here since the first day I worked with this company.

- previously had experience using Remedy system and Salesforce ticketing system. Both performs better than Footprints. At least they are stable and reliable.

BMC FootPrints review by <span>William B.</span>
William B.
Validated Reviewer
Verified Current User
Review Source

"BMC FootPrints 12"

What do you like best?

The ability to open new tickets in a tab for viewing.

What do you dislike?

Footprints 12 does not seem to play nice with any browser that I use, constantly generates errors when saving tickets.

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

We are using it as a ticking and Change Tracking system (as far as what I use it for). At least I no longer have to have multiple browser windows open when I'm working on multiple tickets.

BMC FootPrints review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"It gets the job done, but not without a fair amount of frustration"

What do you like best?

The ability to communicate effectively between multiple workspaces has been a huge plus for us. We use FootPrints across our organization, and the ability to cross-workspace copy a ticket is incredibly useful when we need another department's help to resolve an issue.

What do you dislike?

Finding closed tickets even a couple of days later can be challenging. A search feature would help with this. Unnecessarily confusing word choice can make navigation difficult (after two years of use, I still sometimes forget the difference between "Descriptions" and "Details). The web client is stable but on the slower side, which can be annoying when you're trying find an issue that's ten pages in. Last but certainly not least, when editing a question, it is easy to forget to click the "Contact" box to send your response to the customer. It would make a lot more sense to me if the default were to send to the customer; however, this may be configurable.

Recommendations to others considering the product

Since I haven't used it as an admin, it's hard for me to say how much of my lukewarm experience with FootPrints is due our configuration. It may be that all of my complaints could be eliminated with enough tweaking. However, the UI is unimpressive on the whole, and it does seem to be lacking in some core functionality that would make it more usable.

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

Despite its quirks, FootPrints is an acceptable service desk app. We've been using it for a long time to interact with our end users, and it's reasonably effective at tracking and resolving issues. I just think that there must be something out there with a similar feature set and a better UX.

BMC FootPrints review by <span>Austin M.</span>
Austin M.
Validated Reviewer
Verified Current User
Review Source

"Decent time management system"

What do you like best?

When utilized properly, and I am assigned to the tasks that I am supposed to be by my team, I can easily track work.

What do you dislike?

It is difficult to track down projects if you are not assigned and/or if you don't have the number for them. Search algorithm could use some work.

Recommendations to others considering the product

n/a

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

We need to keep track of our

BMC FootPrints review by User in Law Practice
User in Law Practice
Validated Reviewer
Verified Current User
Review Source

"It has some good functionality but still needs some improvment"

What do you like best?

That it is customizable. There seems to be a great number of customizable fields and feature rich layers in the ticket categorizing components.

Global ticket system seems to be very helpful as well.

What do you dislike?

Taking ownership of tickets and performance. When taking individual ownership, in addition to the standard drop down menus, you also have to manually browse for your name under your group and add. This is tedious and should also be a simple drop down that is searchable. IE, click dropdown and then type first three letters of last name and wallah ticket assigned.

Also, every time you update there is a delay and sometimes it can be a significant delay which acts as a deterrent to updating tickets.

Recommendations to others considering the product

Run locally for best performance.. The application as it stands runs or is hosted remotely for us so there is a siginificant delay that is noticable when making any changes or submitted ticket updates ect. If possible, it is recommended that you host this solution on site for best performance.

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

Daily IT ticket flow for server, storage, exchange, access security etc.. Whatever you can umbrella under infrastructure.

Knowledge management, ticket flow, issue management and historical tracking of incidents for process improvement.

BMC FootPrints review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Its not very user friendly "

What do you like best?

I like how the system does not let you close tickets if you are missing something crucial in the tickets. I also like how there is a different section for internal notes for tickets that allows communication between clients and departments at a time

What do you dislike?

I dont like the set up of searching for tickets. It is not user friendly and the criteria almost never really find everything that I really need.

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

I work in IT, when people need to submit a request for a service we track it through service IT tickets

BMC FootPrints review by <span>Victor G.</span>
Victor G.
Validated Reviewer
Review Source

"I been using Footprints for that last two years for issues and escalations"

What do you like best?

I like the ease of use. Once I started using Footprints it did not take me long to get comfortable. The escalating to other groups or adding multiple assignees to one ticket is very useful. This is one of the better ticketing programs I have used over the years. The reporting aspect is very robust. You can creat your own reports based on certain criteria.

The customer is also alerted when you closed his or her ticket

What do you dislike?

While I dont thinks it is that bad, adding time spent on each ticket I need to expand that section. I tkind of slows down the flow as you are working or opening a ticket. Also if mutiple people have worked on the same ticket only the person who closes the ticket gets the credit. I am not sure if this is built in or if it is hte way managment is pulling the data.

Recommendations to others considering the product

It should only take about a week to get comfortable using footprints. I think ithey will find it is much more user friendly

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

Computer related issues whether it is hardware or software, pheripherials request. Just about every thing that needs to be tracked will enter Footprints and assigned to the group who is responible for that particular request or issue.

BMC FootPrints review by <span>Joel T.</span>
Joel T.
Validated Reviewer
Review Source

"Fooptrints - Powerful, but hard to customize to your needs"

What do you like best?

Footprints offers a lot when it comes to capturing data and automating workflows for issue handling. It has fairly robust reporting capability that allow you to run reports against tickets and export data in CSV format so you can maniupulate this data using another product such as Excel.

Footprints does offer some very nice features around automation, such as notification rules that you can use to call attention to things like aging tickets, or escalations. It also has a useful capacity for workflow ticket templates so that you can create a master ticket with several subtasks for jobs that require multiple steps and teams to resolve (like onboarding a new employee).

What do you dislike?

Footprints offers chart-based reports for data visualization but they are downright ugly, extremely limited and difficult to use. It's a good think you can export data to Excel because I have had to rely exclusively on this for any real data analysis. The aforementioned automation features are difficult to set up and require a steep learning curve to understand. My biggest complaint, however, is that Footprints offers no real way for an organization to customize its own workspaces without having to be given access to the entire Footprints organization, which is a serious limitation for companies like mine that use a Footprints service hosted by an outside vendor. Setting up escalation rules and other features appears to involve developer-level knowledge of the system, which is odd considering how other productins like Intellieach's IQTrack appear to make this sort of customization easy.

Recommendations to others considering the product

Bear in mind that unless you host it yourself you will likely be frustrated by the need to rely on your hosting vendor to make even the smallest customizations for you, and the system will operate as a black box from your perspective. However, you will gain valuable insights into your KPIs and with the right partner can turn it into a powerful tool for data collection.

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

We've been able to set up automated creation of tickets through email, and the robust data capture Footprints offers has given us greater insight into our operations and key performance indicators.

BMC FootPrints review by User in Law Practice
User in Law Practice
Validated Reviewer
Verified Current User
Review Source

"Does the trick but heavy use of popups"

What do you like best?

There is a decent amount of customization which can be a bit overwhelming depending on what the business wants to do but allows for a thorough implementation.

Global outages are tracked there too and here the popups are actually helpful so that end users and help desk can clearly see that perhaps there's a network outage in the NY office and that's the reason why you can't print out there.

What do you dislike?

It is not the fastest system and relies heavily on popups. It could also be our internal process that is slow but making changes (such as adding a team, adding a new group as an assignee) can all take a long time to get published. That could be more of our internal process but I've been told that it takes a while.

Recommendations to others considering the product

It is worth checking out as we are on an older version so new ones may actually address some of the issues around popups I mentioned. The speed is also likely due to it being an older version and I believe it is sitting on slightly older hardware.

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

Ticket tracking/workflow management for 2000 employees. We use it primarily for everyday ticket requests (i need a mouse, i want my mail exported, please setup a projector in a room, etc). We have not used to address problems (issues that are repetitive and take a long time to resolve such as Adobe version on desktops cannot open encrypted PDFs, something that may take longer to resolve and is more widespread.

BMC FootPrints review by <span>Marc D.</span>
Marc D.
Validated Reviewer
Review Source

"Pretty solid all around"

What do you like best?

Fantastic up time. In the several years that we've used BMC Footprints we have only seen perhaps one or two issues with the web site becoming unavailable. I am also fond of the ability to create detailed ticket templates for frequently documented issues. This will auto populate fields of your choosing with values of your choosing and will save you time when creating a ticket type that you handle frequently.

I also like their dashboard for reporting a lot. We can quickly and easily create reports for ticket types for a specific office across a customizable date range to see what problem types and total amount of issues of each problem type are occurring in that office. It can also generate a mean time to resolve issues report that will track median and mode as well. we reference these reports often.

What do you dislike?

I don't like that i can only see one queue at a time on the main page. It seems like it should be easy to add a second queue to appear to the side of or below your primary queue. This makes switching from seeing tickets in one queue to another more clumsy than it should be.

Also on occasion when i have a ticket window open and am updating a ticket, footprints will refresh my queue in the background which will cause my update window to close. I then have to go back into the ticket and redo my updates as when the window is forced to close, I lose my changes.

Recommendations to others considering the product

You'll find it may be missing a feature or two that really should be available, like being able to look at more than one queue at a time, but it's a pretty solid product all around.

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

The business problem is ticket tracking and documentation and reporting. The benefits are mainly the robust reporting system available in the footprints dashboard as mentioned above. Also the benefit of having your ticketing system on an external service with a 99%+ up time is fantastic.

BMC FootPrints review by User in Sports
User in Sports
Validated Reviewer
Verified Current User
Review Source

"An intuitive incident reporting tool"

What do you like best?

Footprints has a very straight forward UI. The aid of graphical widgets on the home screen assist in keeping on on task and giving them a visual representation of their weekly/monthly/total metrics.

What do you dislike?

The advanced search features are complicated. The tabular setup and the use of a 'Go' button (instead of Search) does not make much sense.

Recommendations to others considering the product

This is a great tool for a small business environment (>1000 employees). It serves its purpose as a tool used to record incidents, manage employee requests, and record asset deployments. It does fall short on asset management; however we do not utilize this software for this purpose. Another integration that I would like to see for tickets is deadlines. Perhaps creating a workspace where escalation time refers to a deadline of a ticket would be suitable; however, I'd like the ability to separate tickets into tables that have a date specified as to when they should be completed by. This tool does not have this.

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

We deal with incident management, asset management, software/hardware troubleshooting, network maintenance, and asset deployment. Footprints helps keep everyone aware of what needs to be done.

BMC FootPrints review by <span>David H.</span>
David H.
Validated Reviewer
Review Source

"Dated software difficult to customize"

What do you like best?

Provides adequate personalization, is relatively straight forward

What do you dislike?

Customizing is difficult. I can't personalize the columns in the order I want without re-organizing for everyone.

Recommendations to others considering the product

Consider wetting your appetite with some of the cheaper offerings, even BMS's TrackIt was more cost effective

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

Trouble ticketing, user equipment inventory

BMC FootPrints review by <span>Alpha P.</span>
Alpha P.
Validated Reviewer
Review Source

"I use footprints everuday at my job "

What do you like best?

It easy to use when opening a new issue ticket, becasue it saves previous entry information. so I dont have to start from scratch

What do you dislike?

I feel like it hard to scarch for previous ticcks. you have to be too specific about what you are looking for. I Think we need to have some type of history on user accounts that will make it easier.

Recommendations to others considering the product

one thing people need to know is that you cann always add more tabbs to your already existing footprints. This option is great because you can always make changes if necessary

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

day to day ticket for technical issue. from hardware to software problems. My position is trial support, I use footprints often to escalate request to other IT groups with the company about equipments and support

BMC FootPrints review by <span>Kelson O.</span>
Kelson O.
Validated Reviewer
Verified Current User
Review Source

"FootPrints, a simple and functional solution for many small to low-medium sized organizations"

What do you like best?

Managing the configuration directly through a web-interface and seamless upgrades

What do you dislike?

Newest version missing some features available in more advanced solutions.

Recommendations to others considering the product

Specialized customization is not as robust as some other solutions. For many organizations starting to adopt more ITIL and ITSM processes and best practices, this is a great product

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

Service Catalog, Service Request Fulfillment, Incident Management, Change Management

BMC FootPrints review by <span>Romario G.</span>
Romario G.
Validated Reviewer
Review Source

"a great tool"

What do you like best?

the ease of use. This profucts makes it easy for our team wto work together. One of the best thing about BMC footprint is the ease of Customization. you can customize anything you want. if Footprint doesnt have it you can get it

What do you dislike?

i am not sure of what i dont like about it. like any new tool it takes a bit to get use to but once you get use to it its great!

Recommendations to others considering the product

Go for it! try it out! get someone in to demonstrate the tool . You will love it!

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

the asset management problem. Having it all in one tool makes it easier for us to track. no more missing assets

BMC FootPrints review by User in Higher Education
User in Higher Education
Validated Reviewer
Review Source

"Excellent system"

What do you like best?

I like the ease of use and then many features available to technicians.

What do you dislike?

There is not much to dislike. I suppose the interface could use some minor polishing? That said, the UI is functional.

Recommendations to others considering the product

The service is excellent.

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

I am a technician with the Help Center at the University of Connecticut. We routinely use Footprints to manage client tickets. The benefit of Footprints is that I can easily track our tickets.

BMC FootPrints review by Internal Consultant in Law Practice
Internal Consultant in Law Practice
Validated Reviewer
Review Source

"Daily Use of BMC FootPrints Ticketing System"

What do you like best?

When possible, the use of templates has been implemented. I make use of these to save time and keep ticket documentation consistent.

Built in reporting functions.

Saved personal and public searches, this feature is used daily.

Auto lookup fields for user information.

Reliable online time and consistent performance during save functions and runing reports.

What do you dislike?

The search function could be improved. There are times when I'm searching for a past ticket that I know exists but I may not know the contact name. The keyword search could use some improvement as it doesn't always find the expected results.

I'm not sure if this is a feature that's disabled by my organization but the ability to email the ticket submitter directly from the ticket would be beneficial.

Recommendations to others considering the product

BMC FootPrints has the most features and is the most intuitive of all the ticketing systems I've used.

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

Issue Reporting.

Problem tracking.

Team assignments.

These problems are helped by the BMC FootPrints ticketing system. BMC FootPrints makes it easy to access historical issue information to refer back to and research a trend. For an organization with multiple IT teams tickets are easily escalated using the ticketing system.

BMC FootPrints review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Footprints"

What do you like best?

You are able to track where your help request ticket is in the system.

What do you dislike?

It's rather clunky/cumbersome. Too many buttons to click, too many steps to follow through to get to the page I need.

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

This helps us know which IT staff is assigned to the problem, and that the problem has been received.

BMC FootPrints review by <span>Fabian P.</span>
Fabian P.
Validated Reviewer
Review Source

"footprints is a great ticketing system and more"

What do you like best?

What I like most about footprints is the fact that it's easy to use. When the firm implement this great tool we were able to use it right away with little to no configuration. Just so easy to use

What do you dislike?

Not much. I simply need to explore footprints a little more. I am pretty sure my complaints are not relevant

Recommendations to others considering the product

Why not Try It out?

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

We are able to report on all if our tickets in a matter of minutes. Asset management. I like how everything is all in one. We are able to track our inventory with ease

BMC FootPrints review by User in Law Practice
User in Law Practice
Validated Reviewer
Review Source

"Footprints Review"

What do you like best?

I like the ability of email alerts. I do not have to be logged in to see when a ticket comes in. I am able to manage the full ticket lifecycle directlyl through email. Thsi comes in quite handy when you are on the road and do not have easy access to the full interface.

What do you dislike?

The interface itself can be a bit slow to load, however it is fully customizable which can lead to improvements in speed.

Recommendations to others considering the product

Give it a try. The software meets our needs. Being able to use email as a mechancism for creating and managing support tickets is a huge advantage that not a lot of other providers offer.

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

We are using Footprints as our support ticket system. This allows us to track and report on issues efficiently.

BMC FootPrints review by Internal Consultant in Law Practice
Internal Consultant in Law Practice
Validated Reviewer
Review Source

"FootPrints "

What do you like best?

FootPrints is an IT ticketing systems that allows users to create quick descriptions and case templates, access knowldege base articles, easy escalation to various teams, as well as the ability to create reports containing comprehensive analysis of ticket data and customer satisfaction (surveys) all in one place.

What do you dislike?

Sometimes the interface can be slow and when you open a case it opens in a different window vs. an additional tab.

Recommendations to others considering the product

Qulaity program that is easy to use and implement for tracking of IT ticketing data and customer satisfaction.

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

Solving daily IT issues and request, with the ability to track Global Issues, identify trends and document users feedback with surveys. Can also track amount of cases/requests per office to maximize service team numbers as well as mean time to resolve issues.

BMC FootPrints review by <span>Carlos G.</span>
Carlos G.
Validated Reviewer
Review Source

"Great "

What do you like best?

Footprints allows you run a variety of reports that are really helpful for analysis and improve the companies production

What do you dislike?

When it comes to updating tickets footprint is a little bit slow. You can't use multiple computers or login more than one time.

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

Our firm has been using ITIL for IT Service Management and with Footprint we haven able to align those requirements

BMC FootPrints review by User
User
Validated Reviewer
Review Source

"BMC FootPrints"

What do you like best?

The ability to assign multiple technicians to a single ticket.

What do you dislike?

The historical data of a ticket is confusing to understand.

Recommendations to others considering the product

There are others out there so do your research.

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

Tracking the number of tickets created and closed during a certain period of time.

BMC FootPrints review by User in Internet
User in Internet
Validated Reviewer
Review Source

"Reviewing Footprints by BMC"

What do you like best?

Very easy to use and manage, good ticket flow, good categorization of tickets

What do you dislike?

It is little slow and when I try to resolve the tickets, sometimes it takes extra time

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

Getting computer upgrade requests, other equipment requests, new hire/termination requests.

BMC FootPrints review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"I use Footprints to schedule and report on support for conferences"

What do you like best?

Reporting tools are simple but robust. Easy to save and pull later

What do you dislike?

Some delays when trying to access different pages, but that might just be our volume

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

I coordinate support for conference rooms. Scheduling staff for various conference and equipment requests

BMC FootPrints review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Review Source

"One of the best tracking systems available"

What do you like best?

The ease of use and reliability. The way the system can be configured and organized to fit any company and industry is amazing.

What do you dislike?

Nothing. Its an amazing app. And looking forward to upgrading to version 12.

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

Solving tracking issues, customer satisfaction, and reporting issues.

Kate from G2 Crowd

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* We monitor all BMC FootPrints Service Core reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.