Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

BMC FootPrints Service Core

Top Rated
42 Ratings
Score 6 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

If there were only a handful of clients someone worked with, or if they're workflow was extremely varied and not easy to pin down into specific processes. If they work on a very case by case basis, Agiloft may work, but would be very different to set up than I have been used to. Key questions would be asking what their processes are, how they communicate with clients, and how the communication in their current company is.
Elizabeth Lepisto profile photo

BMC FootPrints Service Core

It's well suited for any business that needs a solid change management or helpdesk ticket tracking system that's both easy to set up and use.
Casey Ketcham profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
3.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
2.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
3.2
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
BMC FootPrints Service Core
3.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
BMC FootPrints Service Core
3.1
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
9.2
BMC FootPrints Service Core
3.3
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
BMC FootPrints Service Core
3.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
BMC FootPrints Service Core
5.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
BMC FootPrints Service Core
1.9

Change management

Agiloft Flexible Service Desk Suite
9.8
BMC FootPrints Service Core
5.0
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
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

  • Customization. We are able to take the foundation and default set up and turn it into exactly what we need.
  • Support. Although a ticket system and dealing with support almost exclusively online seemed not ideal to us at first, we know we can rely on Agiloft's support team to get back to us quickly and help us to find a way to do something, fix issues that are going on, and answer any questions we have.
  • Easy to learn. Although there is a LOT to learn, most of it has been intuitive and easy to follow. It's easy to try out different setting to see what will happen one way versus another.
  • Charts and Reports. Being able to see data in many, many different ways through the searches and views. Automatically emailed reports are extremely helpful.
Elizabeth Lepisto profile photo
  • The best thing FootPrints does well is how flexible it is. It can be utilized to do a huge array of business functions.
  • Task Automation
  • Increases visibility and transparency
Brandon Nyberg profile photo

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo
  • Confusing instructions for replies for the end-user
  • Lag time for tickets to be received
  • Lack of right click functionality
Dominic Tsang profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
BMC FootPrints Service Core8.6
Based on 9 answers
Our business depends on BMC Footprints.
No photo available

Usability

Agiloft Flexible Service Desk Suite7.3
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
No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite9.1
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 Core9.0
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

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
I didn't select FootPrints. It is what the current company chose. I would much rather use JIRA and Confluence.
Brandon Nyberg profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Negative - large amount of time configuring
  • Positive - easy entry of data by floor users allows trackability of problems
  • Negative - time spent in reconfiguring
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