BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
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SysAid
Score 8.9 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.
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Pricing
BMC FootPrints
SysAid
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC FootPrints
SysAid
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
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SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
Both are developed from the same vendor but Footprints is so complete for all the configurations that we need (we are a medium business company). BMC Remedy has a little more friendly interface but it doesn't meet our needs. We prefer a product that fits better our needs to a …
I did not chose the program it was chosen and implemented by our IT team. Based on verified reviews from real users in the IT Service Management Tools market.
We haven't used any others besides this one, but we did evaluate BMC Remedyforce, SysAid, and ServiceNow. Remedyforce and ServiceNow seem much more advanced and difficult to use, though I'm sure they are probably much more feature-rich once you get used to them, but the …
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 …
We have evaluated multiple including HEAT and ServiceNow. Their older versions gave us more to play with and able to use more, but since going to version 11, it has been very unfavorable. We have had to adapt and work with what was provided. We have understood that ServiceNow …
BMC offers vast functionality, that also can be overwhelming. If proper training and execution of its bolts and parts are completed properly, this tool can provide the efficiency and tracking that a Enterprise Business requires.
Verified User
Anonymous
Chose BMC FootPrints
If you are looking for something for a large corporation, BMC Footprints may be the fit for any department that needs to communicate/resolve issues across other departments. It is great for a large amount of users, but because of its focus on issue logging, it is limited when …
This is the first time we have used this type of platform, so I cannot really make a direct comparison. We chose this one because the price-to-quality ratio suited us quite well, and, to be honest, we are very satisfied with it. To date, it hasn't given us any problems, and …
I cannot go into details but SysAid's Ai and Automation approach seems to work best for organisation. We particularly liked the Agentic Ai and chatbot features that operate in plain English which is a great solution for our staff and our end users. We also loved the advanced …
We only had a ticketing system that lacked operational visibility. Some company locations in other countries were using Excel files to document tickets. In short, we went from a ticketing system to a complete ITSM solution with centralized administration but with users around …
I hadn't used any of these tools before, so I can't compare them to SysAid. However, I can say that we chose SysAid because of its ease of implementation, its incident management capabilities, its fully configurable AI, and the addition of software license management, which was …
SysAid has much better customization tools for workflow and the ticket form, which were very limited in the competitor product. We had greater online support, and that greatly helped us to customize much faster our environment.
I find SysAid system much better than the Spiceworks cloud version in that you can actually customize it to your company needs. Spiceworks is a great free system, but limited by lack of customizations
The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.
SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers …
Compared to BMC Remedy, SysAid offered a more modern, user-friendly, approach to IT service management. SysAid also provides a more intuitive interface, faster implementation, and built-in automation capabilities that significantly reduce administrative overhead. Tasks that …
There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.
ServiceNow is a very clean-looking portal and one of the primary IT asset management softwares. SysAid was originally onboarded by another project manager, but the selection came from a much lower cost than other ITSM software. In the future, interface/GUI will be a large part …
SysAid is a decent ITSM based product for the money if you want an application that for the most part can be setup and administered without a dedicated resource assigned to SysAid maintenance.
In my experience, it does not have the full functionality of either Cherwell or …
ServiceNow is lightyears ahead of SysAid. They efficiently use workflows to get everything set up in the system. One prime example is the onboarding and offboarding of employees. You can set up individual approval tasks to add/remove employees from systems. These tasks will …
Tracing any maintenance requests, so you don't forget any requests, it also sends an email to the requestor once the project is completed. Keeping status of projects in progress and the current state they are in. Allowing anyone with access to know the current state of any project. Generating a useful report is a bit more difficult then I would like.
The system is really good at helping manage first-line requests and incidents. There are workflows that can be set up on templates to give direction to the team and help ensure that all the correct procedures are followed. There are some limitations with the system when it comes to Problem and Change management, as it is very ingrained with the normal ticket system. This can lead to a "clunky" change management process.
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.
Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
knowledge base links directly to tickets, so repeat issues are easy to solve.
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.
There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
There is a lot to learn with this solution so reaching out to their Support is crucial.
Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
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.
Because through SYSAID is how the operation of all IT is carried out and in this way the performance indicators of the services, systems, operation, trends, workloads, project control and their deviations are known; as well as the requests for changes and requirements that are requested by both users and that is where the system improvement projects are triggered, such as change controls, which by the way are audit topics.
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.
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.
In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.
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.
The support is very good and fast, the attention they offer is always of a very good quality and the most important thing is that they do it in your language. Their attention is not only focused on solving problems but they also keep you informed about courses and articles to improve the use of the tool
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
Both are developed from the same vendor but Footprints is so complete for all the configurations that we need (we are a medium business company). BMC Remedy has a little more friendly interface but it doesn't meet our needs. We prefer a product that fits better our needs to a product that could have other features that we are not going to use.
The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
The employees are much happier with the new portal version of SysAid. There is a higher number of tickets created in the correct category as opposed to gather in the "Other" category
The IT Support group has moved away from the email option in SysAid. This has made it easier on the IT people who no longer have a huge thread of emails and just keep SysAid open.
