BMC FootPrints vs. InvGate Service Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC FootPrints
Score 6.9 out of 10
N/A
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.N/A
InvGate Service Desk
Score 9.3 out of 10
N/A
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.N/A
Pricing
BMC FootPrintsInvGate Service Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC FootPrintsInvGate Service Desk
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 FootPrintsInvGate Service Desk
Top Pros
Top Cons
Features
BMC FootPrintsInvGate Service Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC FootPrints
8.1
9 Ratings
1% below category average
InvGate Service Desk
9.3
2 Ratings
13% above category average
Organize and prioritize service tickets9.09 Ratings10.02 Ratings
Expert directory7.04 Ratings9.02 Ratings
Service restoration6.02 Ratings9.02 Ratings
Self-service tools7.07 Ratings10.02 Ratings
Subscription-based notifications10.06 Ratings9.02 Ratings
ITSM collaboration and documentation9.06 Ratings9.02 Ratings
ITSM reports and dashboards9.07 Ratings9.02 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
InvGate Service Desk
9.0
2 Ratings
9% above category average
Configuration mangement7.77 Ratings9.02 Ratings
Asset management dashboard8.05 Ratings9.02 Ratings
Policy and contract enforcement8.04 Ratings9.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC FootPrints
9.0
4 Ratings
7% above category average
InvGate Service Desk
9.0
2 Ratings
7% above category average
Change requests repository9.03 Ratings9.02 Ratings
Change calendar9.03 Ratings9.01 Ratings
Service-level management9.04 Ratings9.02 Ratings
Best Alternatives
BMC FootPrintsInvGate Service Desk
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 9.2 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC FootPrintsInvGate Service Desk
Likelihood to Recommend
8.3
(18 ratings)
10.0
(2 ratings)
Likelihood to Renew
8.6
(9 ratings)
-
(0 ratings)
Usability
8.0
(2 ratings)
-
(0 ratings)
Support Rating
8.0
(4 ratings)
1.0
(1 ratings)
User Testimonials
BMC FootPrintsInvGate Service Desk
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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InvGate
This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
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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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InvGate
  • Set-up of system.
  • GUI is user-friendly.
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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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InvGate
  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
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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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InvGate
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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InvGate
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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InvGate
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
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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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InvGate
At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
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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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InvGate
  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
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ScreenShots

InvGate Service Desk Screenshots

Screenshot of Incident ManagementScreenshot of Built In and Customizable ReportsScreenshot of Knowledge Base