BMC FootPrints Service Core Reviews & Product Details


What is BMC FootPrints Service Core?

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 Profile Details

BMC FootPrints Service Core Profile Details

Vendor
BMC
Description
BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage.
Company Website
Year Founded
1980
HQ Location
Houston, TX
Phone
713 918 8800
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
6,780
Twitter
@bmcsoftware
Twitter Followers
55,259
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BMC FootPrints Service Core Reviews

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1-25 of 48 total BMC FootPrints reviews

BMC FootPrints Service Core Reviews

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1-25 of 48 total BMC FootPrints reviews
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HR Coordinator
Hospital & Health Care
Enterprise
(10,001+ employees)
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"HR call tracking"

What do you like best?

Using this software gives my team a clear and concise way of tracking customer data from what types of calls we get to tracking a call or an issue through everyone who's had contact with the customer

What do you dislike?

There's not much. I think they could be better at customizing how notifications are sent to the assignee as well as optimizing the default

Recommendations to others considering the product:

You will definitely want to play around in the preferences to make use much easier. In addition, utilize the option to create custom saved searches and saved reports on the issues in order to quickly and easily find all issues in the areas that you need most.

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

If a customer calls in referring saying that someone else in the department said something different, we can track all people who have been in contact with the customer as well as what we have each said and when

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Manager, Customer Service Help Desk
Higher Education
Enterprise
(1001-5000 employees)
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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 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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AH
Enterprise
(10,001+ employees)
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"It works but v.12 seems less efficient than v.11"

What do you like best?

I like that the timer runs automatically when issue is in edit mode, as it saves me from having to remember (and inevitably forgetting) to track time working on an issue. I also like that the type of issue is identified in the case number/ID (prefix, e.g. INC-1234 or SR-1234 or KB-1234).

What do you dislike?

I really dislike the search in v.12. I seem to get one of two results; either nothing, because the precise search terms aren’t producing, or everything, because the only way to see any results is to use general terms, but then we have to visually search a huge list. I also dislike that I’m not able to fully customize my view, particularly the “subscription” column, which we don’t often use but is still “1st” (at left) column and takes up a lot of horizontal screen space. It can be de-selected/hidden, but only until the page or queue is refreshed, at which point the column reappears, right back in the most prominent position. Another change I find unhelpful is the loss of the ability to resend files previously attached to issue via email update notification. V.11 offered a box to check next to each attached file to re-send as an attachment to the update notification emailed to the customer, but v.12 doesn’t offer a comparable feature/option—at least not that we have found. We have a low file size quota per ticket so instead of attaching the same file multiple times, we have to delete the attachment and then re-upload it in order to send to the contact. What a Waste of time.

Recommendations to others considering the product:

Invest in customization to fit specific needs and in thorough training/support for implementation and functional teams.

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

Despite the downsides, Footprints is still a valuable tool for tracking service requests, incidents, change requests, and the like. We don’t currently utilize the knowledge base features to the full possible extent, but it would be great if we did. I can definitely see how it could increase efficiency for agents and could add to our client self-service resources, if made accessible to non-agents (but still under authentication rather than public).

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Mid-Market
(501-1000 employees)
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"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 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.

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Network Administrator
Higher Education
Enterprise
(1001-5000 employees)
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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 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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U
Mid-Market
(51-200 employees)
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"Footprints is solid yet clunky"

What do you like best?

The best thing about footprints is the ability to customize the software to your companies needs. The color choices use in the program are decent and easy on the eye. The program is web based and works in Google Chrome. Load times to get into the program are quick.

What do you dislike?

Compared to previous used programs Footprints almost has too much and is too redundant. Moving up and down in a scrolling motion is not fast for help desk people and clicking on drop downs is slow. Time to notate documents has increased fifty percent. The search contacts function is very picky and requires typing things just right. Also spell check doesn't function. You get a line under words spelled wrong but no suggestions. This software almost has a beta feel to it. It's not polished, smooth, or easy to use for service desk techs.

Recommendations to others considering the product:

Try to keep it simple for your help desk people

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

We process information techn tikcets daily. These range from printer issues, software issues, networking issues, ect. The main benefits are ablility to link tickets create outage links and notify customers of ticket creation, updates, and closes. Also we can send surveys through the footprints system.

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Support Services Manager
Mid-Market
(51-200 employees)
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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 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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AI
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"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 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.

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Sr. Systems Engineer
Mid-Market
(501-1000 employees)
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"Footprints server review"

What do you like best?

There's no "best" part of this software. It's not good software and I wouldn't recommend it

What do you dislike?

I found the interface to be very clumsy and not intuitive at all. I would not recommend anyone install or use the software.

Recommendations to others considering the product:

Steer clear of this product if you have the option.

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

There really isn't a problem solved. the ticketing system was already here when i started at this company. Unfortunately, they are committed to keeping it and upgrading it. Currently someone is trying to update to the latest version and it has been nothing but trouble trying to get the old tickets moved to the new system.

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U
Enterprise
(10,001+ employees)
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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 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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Undergraduate Teaching Assistant
Information Technology and Services
Mid-Market
(51-200 employees)
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"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 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.

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UM
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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 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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UM
Small-Business
(2-10 employees)
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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 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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AU
Enterprise
(10,001+ employees)
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"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 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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Resident Assistant
Higher Education
Mid-Market
(201-500 employees)
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"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 problems are you solving with the product? What benefits have you realized?

We need to keep track of our

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SAIT Client Support
Higher Education
Enterprise
(1001-5000 employees)
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"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 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.

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AH
Enterprise
(5001-10,000 employees)
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"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 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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UC
Mid-Market
(501-1000 employees)
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"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 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.

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CR
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"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 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

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UH
Enterprise
(10,001+ employees)
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"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 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.

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Student Worker
Small-Business
(11-50 employees)
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"Easy to use support solution"

What do you like best?

The reliability of the website is excellent.

What do you dislike?

The layout of the website could improve. I feel like the texts are small and the website should have more spacing.

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

IT problems. Customer can easily request for IT assistance

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Security Support Specialist II
Higher Education
Enterprise
(5001-10,000 employees)
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"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 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.

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Data Manager
Mid-Market
(201-500 employees)
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"Great Product"

What do you like best?

I can tracking service requests t hat come in. I can run reports to see where I need to emphasize any training. Easy to customize.

What do you dislike?

There is nothing I dislike about this product.

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

We use it for our database requests forms. I can easily track requests. I can email people through footprints to help with issues that pertain to their job.

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I
Enterprise
(1001-5000 employees)
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"Poor service desk tool"

What do you like best?

Compiled and manages service request tickets.

What do you dislike?

Slow, unpredictable, users have a hard time navigating and thus are more likely to not enter work orders. The information on each ticket is not organized in a methodical way.

Recommendations to others considering the product:

Do not.

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

We are currently migrating towards another service desk solution. We are not satisfied with footprints.

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UH
Enterprise
(1001-5000 employees)
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"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 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 Service Core Features

  • Automate Ticket Routing
  • Ticket Prioritization
  • Ticket Notifications
  • Knowledge Base
  • Knowledge Base/Ticket Integration
  • Dashboards

BMC FootPrints User Ratings

6.9
Ease of Use
Average: 8.3*
7.6
Quality of Support
Average: 8.5*
7.3
Ease of Setup
Average: 7.8*
* Service Desk Category
Do you work for BMC FootPrints?