BMC FootPrints vs. Hornbill Supportworks ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC FootPrints
Score 6.7 out of 10
N/A
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.N/A
Hornbill
Score 8.0 out of 10
N/A
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.N/A
Pricing
BMC FootPrintsHornbill Supportworks ITSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC FootPrintsHornbill
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC FootPrintsHornbill Supportworks ITSM
Top Pros
Top Cons
Features
BMC FootPrintsHornbill Supportworks ITSM
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
Hornbill Supportworks ITSM
4.4
3 Ratings
59% below category average
Organize and prioritize service tickets9.09 Ratings6.03 Ratings
Expert directory7.04 Ratings3.03 Ratings
Service restoration6.02 Ratings4.03 Ratings
Self-service tools7.07 Ratings5.03 Ratings
Subscription-based notifications10.06 Ratings4.93 Ratings
ITSM collaboration and documentation9.06 Ratings5.03 Ratings
ITSM reports and dashboards9.07 Ratings3.03 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC FootPrints
7.9
7 Ratings
4% below category average
Hornbill Supportworks ITSM
2.4
3 Ratings
109% below category average
Configuration mangement7.77 Ratings3.93 Ratings
Asset management dashboard8.05 Ratings2.22 Ratings
Policy and contract enforcement8.04 Ratings1.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC FootPrints
9.0
4 Ratings
7% above category average
Hornbill Supportworks ITSM
5.6
3 Ratings
40% below category average
Change requests repository9.03 Ratings5.93 Ratings
Change calendar9.03 Ratings4.03 Ratings
Service-level management9.04 Ratings6.93 Ratings
Best Alternatives
BMC FootPrintsHornbill Supportworks ITSM
Small Businesses
Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
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User Ratings
BMC FootPrintsHornbill Supportworks ITSM
Likelihood to Recommend
8.4
(18 ratings)
4.1
(3 ratings)
Likelihood to Renew
8.6
(9 ratings)
-
(0 ratings)
Usability
8.0
(2 ratings)
-
(0 ratings)
Support Rating
8.0
(4 ratings)
-
(0 ratings)
User Testimonials
BMC FootPrintsHornbill Supportworks ITSM
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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Hornbill
The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
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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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Hornbill
  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
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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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Hornbill
  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
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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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Hornbill
No answers on this topic
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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Hornbill
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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Hornbill
No answers on this topic
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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Hornbill
No answers on this topic
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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Hornbill
  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
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ScreenShots