BMC FootPrints vs. N-able MSP Manager

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
N-able MSP Manager
Score 8.2 out of 10
N/A
N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…N/A
Pricing
BMC FootPrintsN-able MSP Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC FootPrintsN-able MSP Manager
Free Trial
NoYes
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 FootPrintsN-able MSP Manager
Top Pros
Top Cons
Features
BMC FootPrintsN-able MSP Manager
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
N-able MSP Manager
5.3
4 Ratings
42% below category average
Organize and prioritize service tickets9.09 Ratings4.54 Ratings
Expert directory7.04 Ratings3.54 Ratings
Service restoration6.02 Ratings3.92 Ratings
Self-service tools7.07 Ratings3.54 Ratings
Subscription-based notifications10.06 Ratings7.33 Ratings
ITSM collaboration and documentation9.06 Ratings7.33 Ratings
ITSM reports and dashboards9.07 Ratings7.33 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
N-able MSP Manager
6.7
3 Ratings
19% below category average
Configuration mangement7.67 Ratings6.33 Ratings
Asset management dashboard8.05 Ratings7.23 Ratings
Policy and contract enforcement8.04 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC FootPrints
9.0
4 Ratings
7% above category average
N-able MSP Manager
2.8
4 Ratings
100% below category average
Change requests repository9.03 Ratings00 Ratings
Change calendar9.03 Ratings1.01 Ratings
Service-level management9.04 Ratings4.54 Ratings
Best Alternatives
BMC FootPrintsN-able MSP Manager
Small Businesses
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Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
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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
All AlternativesView all alternativesView all alternatives
User Ratings
BMC FootPrintsN-able MSP Manager
Likelihood to Recommend
8.2
(18 ratings)
4.0
(4 ratings)
Likelihood to Renew
8.6
(9 ratings)
-
(0 ratings)
Usability
8.0
(2 ratings)
-
(0 ratings)
Support Rating
8.0
(7 ratings)
3.9
(4 ratings)
User Testimonials
BMC FootPrintsN-able MSP 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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N-able
It's a good company to grow with because as needs change there are more features available.
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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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N-able
  • Web Based
  • Automated Ticket creation
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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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N-able
  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
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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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N-able
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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N-able
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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N-able
They're good at resolving issues when they arise.
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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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N-able
MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
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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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N-able
  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
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ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard