15 Ratings
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Score 9.1 out of 101
43 Ratings
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Score 6.2 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

BMC FootPrints Service Core

Very well suited for small and emerging IT departments that need to provide basic Incident/Request Management, Change Management, and a basic customer portal. It is also a good tool for organizations who do not have well defined ITIL/ITSM Processes.
Kelson O'Neil profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
BMC FootPrints Service Core
2.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
2.5
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
BMC FootPrints Service Core
3.1
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
3.7
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
BMC FootPrints Service Core
2.7
Expert directory
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
1.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
4.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
BMC FootPrints Service Core
3.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
BMC FootPrints Service Core
2.9
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
BMC FootPrints Service Core
5.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
2.0

Change management

Agiloft Flexible Service Desk Suite
9.9
BMC FootPrints Service Core
5.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
BMC FootPrints Service Core
5.5
Service-level management
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
4.2
Change calendar
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
5.5

Pros

Agiloft Flexible Service Desk Suite

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo

BMC FootPrints Service Core

  • Customizable. Separate work spaces are nice for different departments. Being able to edit the fields and add your own make it personal for the end user in mind.
  • Easy to use. Can simply send an email.
  • Organization is easy. Adding priority levels makes a quick overview simple to navigate.
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo

BMC FootPrints Service Core

  • Purpose based configuration- It would be beneficial to see a more purposed based, out of the box, configuration option. For example, if you need PCI compliance, more intuitive reporting would make managing compliance much easier.
  • Initial design and implementation- Don't think that your experience as an IT professional will allow you to stand this system up on your own. To properly configure Footprints and set yourself up for success down the road, get Professional Services with this one.
  • Somewhat behind the times- Service Core is making a huge leap forward with the latest version, 12, but Asset Core is far behind. There are quite a few quirks to how the application works and how it is used.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
No photo available

BMC FootPrints Service Core

BMC FootPrints Service Core 8.6
Based on 9 answers
We have no reason to find anything else as Footprints does everything we need it to do and does it well.
Casey Ketcham profile photo

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo

BMC FootPrints Service Core

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo

BMC FootPrints Service Core

BMC FootPrints Service Core 9.0
Based on 1 answer
The only time that I am unable to get resolution is for issues that are unsupported, like when we are looking for email headers or HTML support in incoming mail
Todd Arntson profile photo

Alternatives Considered

Agiloft Flexible Service Desk Suite

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo

BMC FootPrints Service Core

We liked it because it has more features and a better price and its not cloud based.
No photo available

Return on Investment

Agiloft Flexible Service Desk Suite

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available

BMC FootPrints Service Core

  • It has been great. We used to print orders and have field agents take paper to the field. Now we dispatch to an iPhone and close via iPhone all through BMC. No more paper. We are saving tens of thousands per year.
  • It saves time when IT auditors come by, because we route all approvals through it for logging.
No photo available

Screenshots

BMC FootPrints Service Core

Pricing Details

Agiloft Flexible Service Desk Suite

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

BMC FootPrints Service Core

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Add comparison