BMC FootPrints vs. BMC Helix Remedyforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC FootPrints
Score 7.7 out of 10
N/A
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.N/A
BMC Helix Remedyforce
Score 6.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Pricing
BMC FootPrintsBMC Helix Remedyforce
Editions & Modules
No answers on this topic
BMC Helix Remedyforce
$67.90
per user/per month
Offerings
Pricing Offerings
BMC FootPrintsBMC Helix Remedyforce
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
BMC FootPrintsBMC Helix Remedyforce
Considered Both Products
BMC FootPrints
Chose BMC FootPrints
We haven't used any others besides this one, but we did evaluate BMC Remedyforce, SysAid, and ServiceNow. Remedyforce and ServiceNow seem much more advanced and difficult to use, though I'm sure they are probably much more feature-rich once you get used to them, but the …
Chose BMC FootPrints
Both are developed from the same vendor but Footprints is so complete for all the configurations that we need (we are a medium business company). BMC Remedy has a little more friendly interface but it doesn't meet our needs. We prefer a product that fits better our needs to a …
BMC Helix Remedyforce
Chose BMC Helix Remedyforce
I preferred Remedyforce over Footprints because I liked the UI more and found it just easier to navigate in the SFDC platform.
I preferred JIRA because of the Confluence plugin which made linking issues and change requests to content much more efficient.
Top Pros
Top Cons
Features
BMC FootPrintsBMC Helix Remedyforce
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC FootPrints
8.1
9 Ratings
0% below category average
BMC Helix Remedyforce
7.7
7 Ratings
5% below category average
Organize and prioritize service tickets9.09 Ratings9.07 Ratings
Expert directory7.04 Ratings6.05 Ratings
Service restoration6.02 Ratings9.07 Ratings
Self-service tools7.07 Ratings7.95 Ratings
Subscription-based notifications10.06 Ratings6.06 Ratings
ITSM collaboration and documentation9.06 Ratings8.07 Ratings
ITSM reports and dashboards9.07 Ratings8.07 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC FootPrints
7.9
7 Ratings
3% below category average
BMC Helix Remedyforce
8.0
7 Ratings
2% below category average
Configuration mangement7.67 Ratings9.07 Ratings
Asset management dashboard8.05 Ratings9.05 Ratings
Policy and contract enforcement8.04 Ratings6.03 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC FootPrints
9.0
4 Ratings
7% above category average
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Change requests repository9.03 Ratings9.07 Ratings
Change calendar9.03 Ratings9.07 Ratings
Service-level management9.04 Ratings9.07 Ratings
Best Alternatives
BMC FootPrintsBMC Helix Remedyforce
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
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User Ratings
BMC FootPrintsBMC Helix Remedyforce
Likelihood to Recommend
8.2
(18 ratings)
9.0
(12 ratings)
Likelihood to Renew
8.6
(9 ratings)
7.5
(4 ratings)
Usability
8.0
(2 ratings)
-
(0 ratings)
Support Rating
8.0
(7 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
7.0
(2 ratings)
User Testimonials
BMC FootPrintsBMC Helix Remedyforce
Likelihood to Recommend
BMC Software Inc.
BMC Footprints is so well suited to keep the documentation easy to read and find, as same as typification. You can find specific documentation for an audit so fast and export a report using the specific criteria that you need to comply with your boss or audit needs. As I told before, BMC footprints need to be more friendly to the end users because they get lost many times trying to track some ticket or typing documentation.
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BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
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Pros
BMC Software Inc.
  • Documentation. We try to reduce the amount of paperwork needed for staff to do their job, so by automating certain tasks, we are able to speed up the resolution process for trouble tickets.
  • Reporting. We'll use the reporting tool to get the number of tickets opened, response times and can go into granular reports.
  • Surveys. When tickets are closed, we automatically send out surveys to end users to get valuable feedback on how we did and what we can improve.
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BMC Software Inc.
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
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Cons
BMC Software Inc.
  • 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.
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BMC Software Inc.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
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Likelihood to Renew
BMC Software Inc.
It has been the business decision to go with them and that is what we will do. Going back, this would have not been the choice, but nothing can be done about it now. We are stuck with this application for years to come. Wish there were other possibilities that could be done.
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BMC Software Inc.
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
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Usability
BMC Software Inc.
It's so simple to use and customize however you want. You can create new workspaces and workflows with ease, set up new users, incoming email rules, customize the layout of the forms, and even change the colors and logos. It's just very easily customizable overall. It's also really straightforward to figure out how to use, you really almost don't have to show somebody how to use it. If you just sit them down in front of it and let them look it over, they could figure it out themselves easily.
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BMC Software Inc.
No answers on this topic
Support Rating
BMC Software Inc.
I've had no issues with the support for FootPrints. We haven't really had to use them all that much over the years, but when needed they have always been prompt and knowledgeable at dealing with any issue. I've worked with a lot of different support teams over the years, and they have been one of my favorites to work with.
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BMC Software Inc.
They care about your success.
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Implementation Rating
BMC Software Inc.
No answers on this topic
BMC Software Inc.
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
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Alternatives Considered
BMC Software Inc.
I was not involved in the selection process but in my opinion either SQL or Access databases would have worked just as well without the same amount of cost. These two systems would have been much easier to manage and would have tracked the same information in a less convoluted process and expense.
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BMC Software Inc.
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
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Return on Investment
BMC Software Inc.
  • It helps us with keeping projects on track, which saves time
  • When someone wants to know about a project, they are able to without calling around
  • I have had a difficult time searching specifics, as how many tickets closed by me in 2021
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BMC Software Inc.
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
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ScreenShots

BMC Helix Remedyforce Screenshots

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