BMC FootPrints Reviews & Product Details

Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users.

Seller

BMC Helix

Discussions

BMC FootPrints Community

Solution Type

All-in-One

Overview by

Kayleigh Kannady (Lead Marketing Program Manager at BMC Software)

Value at a Glance

Averages based on real user reviews.

Time to Implement

5 months

Return on Investment

35 months

View More Pricing Information

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User Insights

Average based on 57 real user reviews.

Implementation Time

5 months

Perceived Cost

$$$$$

BMC FootPrints Reviews FAQs

Generated using AI

Last updated: Nov 01, 2026

What is BMC FootPrints, and what problem is it built to solve?

BMC FootPrints is used as a service desk and ticketing system for capturing, assigning, and tracking IT requests and incidents. Teams also use it to coordinate work across groups and manage service and change requests.

What company sizes and industries is BMC FootPrints the best fit for?

Positive experiences are most concentrated among mid-market and enterprise organizations, with higher education and IT-related teams especially well represented. Other recurring industry fits include:

Company size: Mid-market and enterprise organizations
Higher education: Colleges and universities using it to handle IT help desk requests
IT and software services: Teams routing, tracking, and resolving technical issues
Legal and healthcare: Organizations using it to manage service requests and internal support

How long does it take to implement BMC FootPrints across a team?

Implementation timelines vary, but teams most often report getting live within the first three months. Longer implementations are also reported, particularly where configuration and rollout take more time.

Time to go live	Relative frequency
1–3 months	Most commonly reported
Under 1 month	Also commonly reported
6–12 months	Reported less often
3–6 months	Occasionally reported
More than 12 months	Occasionally reported

What customer support options does BMC FootPrints provide, and how do users find the overall support experience?

Support is available through options including chat, a knowledge base, and 24/7 live-representative assistance. The experience is mixed: users appreciate helpful guidance and community resources, while some describe inconsistent troubleshooting and support outcomes.

What features or capabilities could make BMC FootPrints even more useful?

BMC FootPrints could be more useful with improvements that make everyday work faster and easier to navigate. The recurring opportunities include:

Improve search so users can find tickets without needing exact terms or identifiers.
Simplify and modernize the interface, including navigation and customization of views.
Make reporting more flexible and easier to use for analysis.
Improve responsiveness and reliability during ticket updates and routine workflows.

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Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

2/14/2019

"Footprints is solid yet clunky"

3.5/5

What do you like best about BMC FootPrints?

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. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

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. Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

Try to keep it simple for your help desk people Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

We process information technology tickets daily. These range from printer issues, software issues, networking issues, etc. The main benefits are the ability to link tickets, create outage links, and notify customers of ticket creation, updates, and closures. Also, we can send surveys through the Footprints system. Review collected by and hosted on G2.com.

Vince C.

Sr. Systems Engineer

Mid-Market (51-1000 emp.)

2/22/2019

"Footprints server review"

1/5

What do you like best about BMC FootPrints?

There's no "best" part of this software. It's not good software and I wouldn't recommend it Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

I found the interface to be very clumsy and not intuitive at all. I would not recommend anyone install or use the software. Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

Steer clear of this product if you have the option. Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

6/3/2019

"Poor service desk tool"

1.5/5

What do you like best about BMC FootPrints?

Compiled and manages service request tickets. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

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. Review collected by and hosted on G2.com.

JP H.

HR Coordinator

Hospital & Health Care

Enterprise (> 1000 emp.)

7/30/2018

"HR call tracking"

4.5/5

What do you like best about BMC FootPrints?

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 Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

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 Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

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. Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

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 Review collected by and hosted on G2.com.

Edward C.

Student Worker

Small-Business (50 or fewer emp.)

1/28/2019

"Easy to use support solution"

4.5/5

What do you like best about BMC FootPrints?

The reliability of the website is excellent. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

The layout of the website could improve. I feel like the texts are small and the website should have more spacing. Review collected by and hosted on G2.com.

Ana D.

Mid-Market (51-1000 emp.)

5/11/2018

"Just OK"

3/5

What do you like best about BMC FootPrints?

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 its best feature, but only when it's tied to simple navigability. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

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. Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

Write down your ticket numbers. Sometimes, searches aren't reliable and it's hard to follow up on tickets due to that factor. Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

In our internal IT department, we use it as our user ticketing system. It's a means to track work orders and update them as needed. Review collected by and hosted on G2.com.

Charlie K.

Manager, Customer Experience

Enterprise (> 1000 emp.)

Originally submitted 3/29/2018

"Flexible, powerful, enterprise service management tools"

4/5

What do you like best about BMC FootPrints?

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. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

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. Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

We have an in-house programmer that works part-time to keep it all functioning and running smoothly. Each workspace needs an admin to address reports and workflow to make it work best in our experiences. If I had to do it all over again, I would suggest using a 3rd party to assist with initial implementation and training. Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

1/25/2019

"Nice ticketing tool for any organisation,"

3.5/5

What do you like best about BMC FootPrints?

Customization capabilities are really awesome. Simultaneous workspaces can support multiple users from different geolocation. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

Provisioning capabilities can be improved. Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

If Incident management is your priority please go with this tool. But if you are more into provisioning, I won't suggest this tool. Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

This tool is used in our organization widely, not limited to the Service desk. This helps us to keep record of an issue, and smoothen our ITSM process. Review collected by and hosted on G2.com.

Jon H.

Data Manager

Mid-Market (51-1000 emp.)

11/21/2018

"Great Product"

5/5

What do you like best about BMC FootPrints?

I can track service requests that come in. I can run reports to see where I need to emphasize any training. Easy to customize. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

There is nothing I dislike about this product. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

Originally submitted 3/28/2018

"Simple Ticketing Service"

4/5

What do you like best about BMC FootPrints?

Easy learning curve, lots of customization options to tailor to specific needs of our help desk, easy to add users to a workspace and add permissions. Any issues can be addressed by looking into the community forums, contacting support, and they can help by showing you step by step to solve any issue that you have. Review collected by and hosted on G2.com.

What do you dislike about BMC FootPrints?

Logouts while on tickets, sorting options, search is cumbersome in new version (v12) but improvements/workarounds seem to be possible. Review collected by and hosted on G2.com.

Recommendations to others considering BMC FootPrints:

Still working out and implementing changes to improve v12 of BMC FootPrints. A solid product with support and a helpful community. Review collected by and hosted on G2.com.

What problems is BMC FootPrints solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.