BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
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ServicePro
Score 6.0 out of 10
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ServicePro is an IT service management solution that can be hosted on-premise or deployed through the cloud. It includes features such as change, incident / task, and project management.
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Pricing
BMC FootPrints
ServicePro
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC FootPrints
ServicePro
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
BMC FootPrints
ServicePro
Features
BMC FootPrints
ServicePro
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
ServicePro
7.1
1 Ratings
14% below category average
Organize and prioritize service tickets
9.09 Ratings
8.01 Ratings
Expert directory
7.04 Ratings
7.01 Ratings
Service restoration
6.02 Ratings
7.01 Ratings
Self-service tools
7.07 Ratings
5.01 Ratings
Subscription-based notifications
10.06 Ratings
9.01 Ratings
ITSM collaboration and documentation
9.06 Ratings
8.01 Ratings
ITSM reports and dashboards
9.07 Ratings
6.01 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
ServicePro
8.5
1 Ratings
3% above category average
Configuration mangement
7.77 Ratings
8.01 Ratings
Asset management dashboard
8.05 Ratings
00 Ratings
Policy and contract enforcement
8.04 Ratings
9.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
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.
ServicePro has been a reliable tool to associate field service work orders to our NetSuite data. Our company has some niche and specific business use cases - so while I think it has good out of the box functionality, it has not been the easiest tool to build customizations around.
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.
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.
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.
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.
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.
We originally tried Next Serice - We had a need to batch create work orders from a NetSuite Sales Order to a related work order - Our ServicePro development integration team was able to build this in our production environment, Next Service was not able to build this for us during our trial period with them.
