BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
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Freshservice
Score 8.4 out of 10
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Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Snow License Manager
Score 4.9 out of 10
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Snow License Manager enables organizations to gain an accurate view of software usage and entitlements. Organizations can then dynamically reconcile these findings against license entitlements to optimize their IT environments and be audit-ready. HOW IT WORKS Snow License Manager is the central hub for the Snow Software Asset Management platform, providing a unified view of installed software, SaaS, cloud resources and hardware. With Snow License Manager, usage data is…
Freshservice is ahead in some areas, behind in others. For example, workspaces have been part of other products for many years. Freshworks just introduced it in 2023.
Integration with productivity tools is better than past products we have used. Apps continue to be added as …
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.
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk. IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
I have said at a number of events that I have attended, where other suppliers have shown their latest and greatest new thing, it is the fundamentals that need to work, and need to work well, and this is what Snow License Manager does. It does not take a team of 100 staff to get the tool working or to keep the tool functioning, it works and is stable out of the box. We have learnt that putting the right processes in at the start means that Snow License Manager can do what it has been designed to do and what we have paid for it to do. Audits from vendors now days are relatively simple actions, with the Snow License Manager doing it's job we can quickly run a report and know exactly what our position is and then act accordingly, quick, simple and accurate data at your finger tips, as long as you put the work in to enter the license details etc. If Snow License Manager could invent a robot to go around the business and find all these bits of paper for us then that would be perfect.
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.
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.
To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.
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.
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
Snow License Manager is an integrated part of our Licensing Compliance software solution. It does help us manage current license needs and actual license usage, as well as inventory shadow IT usage. The nice side effect of being able to see hardware specifications and keeping track of hardware usage by users is a bonus!
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.
The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.
We currently have the on-premise solution, which is very good indeed. If we were starting working with Snow now, we'd probably select the Atlas (SaaS) managed platform. This would reduce/remove work required to keep the Snow servers up-to-date with Windows and software updates.
In our 3 years of using Freshservice, we've experienced several outages in the first 2 years. There were times where it only took minutes or hours but there are also times where it took a few days. Each time, Freshservice remained transparent and constantly communicated their progress. We haven't had one in the past year which indicates Freshservice have improved their servers.
Pages load quickly but internet connectivity can also play a big role. Integrations doesn't affect the performance but internet connectivity may be a big factor. As a company with most employees working from home, different network providers from different areas/countries can have different experiences. Search load time needs improvement.
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.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
Is is easy to find information on their support site or to enter a support ticket. The response times are usually under a day and they don't hesitate to get into direct contact with you to solve the current issue.
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
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.
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.
The deciding factor for the decision makers was the combination of license management and utilization statistics. Our desktop people wanted the utilization and reporting to be very granular and close to real time. Snow was purchased because they promoted their real time utilization in addition to the license management, alerting and reporting. To my knowledge, only Snow was given a proof of concept before the decision was made.
Freshservice allows flexibility with contract terms and pricing model. Monthly and annual payments are allowed. The unit pricing needs a bit of improvement. It would be great if they offer unit pricing per capability instead of one pricing for all the capabilities. Small businesses have different use cases and not every agent needs all the modules available.
We were able to scale easily across multiple departments. As our company keeps growing, we have not needed to change anything in terms of scaling since we started using Freshservice. There were no changes to the admin and end-user experience from when we were a 1,000-employee company vs to our current head count of 2,000+.
