BMC FootPrints Service Core

(38)
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.
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Organic
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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.
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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.
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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 User
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
Organic
Reviewed On

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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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.

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