Overview
What is BMC FootPrints?
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
Footprints gets you the data you need at you help desk!
Review on BMC
BMC FootPrints Does the Job Well
Decent tool for helpdesk use
Footprints good/bad
No FootPrints in the Sand
Leave your mark with FootPrints
FootPrints Serves Its Purpose
BMC Footprints 11.6 - An Excellent Product with incredible support.
BMC Review
BMC Footprints
A Perfect Solution for Any Business
Only for the very basic ticket routing and simple system. NOT FOR THE ADVANCED and automation!!!
BMC Footprints- Quick Review
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (9)9.090%
- ITSM reports and dashboards (7)9.090%
- Configuration mangement (7)7.777%
- Self-service tools (7)7.070%
Pricing
What is BMC FootPrints?
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Inoks Footprints demo presentation
BMC Client Manager Detailed Demo
BMC FootPrints IT Service Management Webinar, Part 3
BMC FootPrints Asset Core Webinar, Part 3
BMC FootPrints Asset Core Demo, Part 4: Questions & Answers
BMC FootPrints Overview Demo Flycast Partners
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9Organize and prioritize service tickets(9) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7Expert directory(4) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 6Service restoration(2) Ratings
Impact assessment and automated fixes for common problems
- 7Self-service tools(7) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 10Subscription-based notifications(6) Ratings
Users subscribe to notifications for ticket updates
- 9ITSM collaboration and documentation(6) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9ITSM reports and dashboards(7) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 7.7Configuration mangement(7) Ratings
Database for tracking and reporting all business assets
- 8Asset management dashboard(5) Ratings
Dashboard showing organization's software portfolio
- 8Policy and contract enforcement(4) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9Change requests repository(3) Ratings
Single repository of all planned changes and releases
- 9Change calendar(3) Ratings
Calendar showing change schedule to stakeholders
- 9Service-level management(4) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is BMC FootPrints?
BMC FootPrints Competitors
BMC FootPrints Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(57)Attribute Ratings
Reviews
(1-4 of 4)Review on BMC
- Good to use.
- Makes life easier with less troubleshooting.
- Ticketing review makes easier.
- Archival is bit nasty.
- Performance impact when it comes more documents in the same case sheet.
- Inventory is something we should look at.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 70%7.0
- Service restoration
- 60%6.0
- Self-service tools
- 70%7.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 70%7.0
- ITSM reports and dashboards
- 70%7.0
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 70%7.0
- Policy and contract enforcement
- 70%7.0
- Change requests repository
- 70%7.0
- Change calendar
- 70%7.0
- Service-level management
- 70%7.0
- Good in terms doing its outcome.
- Makes life easier.
BMC FootPrints Does the Job Well
- Very easy to use.
- Mostly trouble free. We have had very few trouble calls into support.
- Support is top-notch when needed.
- Archival of old tickets is quite slow and a bit of a hassle.
- If you attach too many files to a ticket it causes the issue to be slow when opening for editing.
- Built-in inventory management would be nice.
- Organize and prioritize service tickets
- 100%10.0
- Self-service tools
- 70%7.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 90%9.0
- There's a big return on investment, as it's very cost-effective.
- It's helped us maintain Sox and PCI compliance.
- Made everybody's job easier.
Decent tool for helpdesk use
- 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.
- I would like to see the reporting tool refined. It currently has too many options to be efficient.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 90%9.0
- Service restoration
- 80%8.0
- Self-service tools
- 70%7.0
- Subscription-based notifications
- 80%8.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 80%8.0
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 70%7.0
- Policy and contract enforcement
- 70%7.0
- Change requests repository
- N/AN/A
- Change calendar
- N/AN/A
- Service-level management
- N/AN/A
- For what we use FootPrints for, we've been able to place priority and categorization on issues throughout our organization.
- Flexibility - while a robust program 'out of the box' the way it can be adapted for almost any deployment is great.
- Reporting - we have the ability to agent's time in tickets and can also report against customers on the same basis.
- Views - there is a view for almost any agent preference, including across work spaces. We have agents who work in many projects, and can allow them to see what is up at a glance.
- BMC Footprints has some lacking problems - one thing that frustrates our techs is the lack of ability to bulk link tickets. We have our monitoring system sending alerts into our Support project, and when there are 100+ issues that come from a major outage, it's time consuming to link them all individually.
- The built in reports on the Executive Flashboard are not subject to customization, which is a problem for some of the reporting that our managers would like to see at a glance.
- Not having visibility to email headers for incoming messages is very frustrating for an email based support system.
- Not supporting HTML is silly in 2014.
- We have had an increase in efficiency now that we have the time tracking active. We are much better able to track employee activity.
- Our sales department has a workspace set up to field incoming sales inquiry emails. It makes it much easier to see who has sent in something, and also see who is working what leads.
- Our customer service has gotten better since we have started assigning issues for follow up. We also have an escalation in place to alert management for a large number of incoming issues, or an issue that has gone over 60 minutes without a response.
- Implemented in-house