BMC FootPrints vs. OpenText Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC FootPrints
Score 6.8 out of 10
N/A
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.N/A
OpenText Service Manager
Score 9.0 out of 10
N/A
OpenText™ Service Manager (formerly from Micro Focus) is scalable service desk software powered by machine learning, analytics, and automation. It provides an ITSM platform for standardizing service delivery and support across the enterprise.N/A
Pricing
BMC FootPrintsOpenText Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC FootPrintsOpenText Service Manager
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 FootPrintsOpenText Service Manager
Top Pros
Top Cons
Features
BMC FootPrintsOpenText Service Manager
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
OpenText Service Manager
9.4
2 Ratings
14% above category average
Organize and prioritize service tickets9.09 Ratings8.62 Ratings
Expert directory7.04 Ratings9.62 Ratings
Service restoration6.02 Ratings8.72 Ratings
Self-service tools7.07 Ratings9.82 Ratings
Subscription-based notifications10.06 Ratings9.82 Ratings
ITSM collaboration and documentation9.06 Ratings9.82 Ratings
ITSM reports and dashboards9.07 Ratings9.82 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
OpenText Service Manager
9.7
2 Ratings
17% above category average
Configuration mangement7.77 Ratings9.72 Ratings
Asset management dashboard8.05 Ratings9.82 Ratings
Policy and contract enforcement8.04 Ratings9.52 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC FootPrints
9.0
4 Ratings
7% above category average
OpenText Service Manager
10.0
1 Ratings
18% above category average
Change requests repository9.03 Ratings10.01 Ratings
Change calendar9.03 Ratings10.01 Ratings
Service-level management9.04 Ratings10.01 Ratings
Best Alternatives
BMC FootPrintsOpenText Service Manager
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
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC FootPrintsOpenText Service Manager
Likelihood to Recommend
8.3
(18 ratings)
9.6
(2 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 FootPrintsOpenText Service Manager
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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OpenText
HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
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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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OpenText
  • Capacity management like maintaining CI's and their relations is good.
  • Approvals with HPSM is a cake walk and quite logical.
  • There is no wait for troubleshooting or help, HPSM tech help is always there.
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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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OpenText
  • When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
  • It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
  • It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
  • When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
  • I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
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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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OpenText
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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OpenText
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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OpenText
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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OpenText
[We selected HP Service Manager because] HPSM is reliable.
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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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OpenText
  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
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ScreenShots