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BMC FootPrints

BMC FootPrints

Overview

What is BMC FootPrints?

BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.

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Recent Reviews

Footprints good/bad

2 out of 10
August 07, 2017
Incentivized
It is being used across the organization by each department. BMC FootPrints is set up by what is called 'workspaces'. These are each …
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BMC Review

7 out of 10
June 30, 2014
Incentivized
The IT department of Cellular Sales used it to manage IT tickets for all types of support. The Operations Team (Tier 1), Systems (II), and …
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BMC Footprints

7 out of 10
June 30, 2014
Incentivized
As a medium to large sized company with the infrastructure to match, we were faced with a need for asset management, remote device …
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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

View all 13 features
  • Organize and prioritize service tickets (9)
    9.0
    90%
  • ITSM reports and dashboards (7)
    9.0
    90%
  • Configuration mangement (7)
    7.7
    77%
  • Self-service tools (7)
    7.0
    70%
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Pricing

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Unavailable

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

YouTube

BMC Client Manager Detailed Demo

YouTube

BMC FootPrints IT Service Management Webinar, Part 3

YouTube

BMC FootPrints Asset Core Webinar, Part 3

YouTube

BMC FootPrints Asset Core Demo, Part 4: Questions & Answers

YouTube

BMC FootPrints Overview Demo Flycast Partners

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.1
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

7.9
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9
Avg 8.4
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Product Details

What is BMC FootPrints?

BMC FootPrints Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.

Spiceworks Help Desk and BMC Helix Remedyforce are common alternatives for BMC FootPrints.

Reviewers rate Subscription-based notifications highest, with a score of 10.

The most common users of BMC FootPrints are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(57)

Attribute Ratings

Reviews

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why
Gerardo Varillas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use BMC FootPrints to keep the tracking of product demos and proofs of concept with the customers, we have different workspaces, one for presales, other for the projects, other for end user's comments, other for end customer's support, and the last one for internal support. This product really doesn't face any problems, the only thing that I can say is that the interface is a little bit ugly, there out is a lot of software more friendly but Footprints is really functional for us, it has so many configurations to accomplish the tasks that we need.
  • Workspace customization
  • Very stable operation
  • Pop-up notifications
  • Default interface design. It is not so friendly, then it could take more time for some customers to use it.
  • Interface customization. We can't customize it so much to make it more friendly for the end-users.
  • The workspace configuration requires specific training because there are no wizards to get the whole workspace configured from zero. Many brands offer friendly wizards to get the software functional.
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use it to track our projects and what phase they are in. Tickets can be Open, in-progress, Pending, requires follow up, completed. This allows all our team members to keep track of the status of each project. We trace our Classroom maintenance requests, so we don't forget any requests, it also sends an email to the requestor once the project is completed.
  • Track open tickets
  • See all open tickets in one location
  • Give immediate status of all tickets
  • Creating a report of tickets closed in a specific time frame is difficult to do
  • It has lots of features that we do not implement
  • It takes a bit of time to create each ticket
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.
September 18, 2020

Review on BMC

Naveen Mudupuri Anantha | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
ResellerIncentivized
We have been using it for around 5 years, and we use it in Outsourced departments. Our client helpdesk uses it for tracking trouble tickets from our clients and resident engineers, our project management dept uses it for tracking IT projects of the clients, our programmers use it for change management, and my network team uses it for tracking problem tickets and network changes. It helped us maintain compliance, as well as to grow a large history of all problems and changes in our company.
  • 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.
FootPrints really can be well suited for any company large or small. We have millions of tickets in the system and that gives us a long history of tickets to look back on when needed.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have been using FootPrints for around 15 years, and we use it in multiple departments. Our helpdesk uses it for tracking trouble tickets from our stores and field users, our project management dept uses it for tracking IT projects, our programmers use it for change management, and my network team uses it for tracking problem tickets and network changes. It helped us maintain Sox and PCI compliance, as well as to grow a large history of all problems and changes in our company.
  • 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.
FootPrints really can be well suited for any company large or small. We have millions of tickets in the system and that gives us a long history of tickets to look back on when needed, so it's really helpful for tracking anything. Larger companies might find some of the more expensive ITSM products more useful, as they do offer more features, but I really think anybody could get by using FootPrints just as well for cheaper.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
In our current configuration, BMC FootPrints is being used by the IT department. FootPrints allows our end-users to submit trouble tickets for issues for their computers, phones, prints, or network issues. The IT department also uses FootPrints to document and track internal projects and tasks. Other areas in the organization are also looking to implement FootPrints in their areas for namely the same reasons of tracking and documentation.
  • 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.
BMC FootPrints does helpdesk ticketing very well for us in our IT department. In general, any scenario that requires some way to enter in, track and report on issues for enterprise users is the best fit. We've been doing this for more than 10 years on different versions of FootPrints. Where I would not see this as a good fit is probably is for smaller deployments of less than 50 users.
August 07, 2017

Footprints good/bad

Score 2 out of 10
Vetted Review
Verified User
Incentivized
It is being used across the organization by each department. BMC FootPrints is set up by what is called 'workspaces'. These are each designed for different workflows and are each independent databases. We use it for CAPA events, as well as tracking customer products that can not be received to an error in the receiving documentation.
  • One system that allows configuration for different requirements.
  • Contains basic canned reports for a variety of time frames.
  • Email notifications.
  • Not easily configurable or changeable.
  • Reports that are exported must still be formatted.
  • Workflows do not always perform properly.
Brandon Nyberg | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
FootPrints is being used by the company I am consulting. We are tracking IT support issues, projects, and tasks associated to the projects. The system is being utilized by the entire company to submit and track any IT issues that need to be addressed.
  • The best thing FootPrints does well is how flexible it is. It can be utilized to do a huge array of business functions.
  • Task Automation
  • Increases visibility and transparency
  • Antiquated User Interface. It looks old.
  • Tracking changes to an item. When I add new details, the changes are just added to the top of the description which makes it difficult to know what is going on.
  • Navigation
[It's] Well suited for tracking IT requests.
Kelson O'Neil | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
St. Luke's has used BMC's FootPrints for the last 7+ years and it has served the purpose of ticket management for Incident, Service Request, Change Mgmt, Customer Portal, Knowledge Base, and Service Catalog. The product has been deployed for departments both inside of IT and outside of IT including: Marketing, Finance, Human Resources, Supply Chain, and Project Management.
  • It provides a simple to implement customer portal.
  • Web-based, makes for simple management of tickets and tool from within a Web GUI.
  • v12 is a brand new product with the label of FootPrints. It doesn't have the full set of capabilities as pre v12 versions have.
Very well suited for small and emerging IT departments that need to provide basic Incident/Request Management, Change Management, and a basic customer portal. It is also a good tool for organizations who do not have well defined ITIL/ITSM Processes.
Dominic Tsang | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC FootPrints Service Core is used as the support ticketing system for various campus departments to help users troubleshoot issues that arise.
  • Collaboration tool
  • Prioritizes issues
  • Feature rich
  • Confusing instructions for replies for the end-user
  • Lag time for tickets to be received
  • Lack of right click functionality
BMC FootPrints Service Core is well suited for institutions that support large volumes. Being able to better categorize tickets is something I would like to see, akin to Gmail's labels and archiving.
Todd Arntson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use BMC FootPrints for all of our internal tickets, from Human Resources to Sales to Corp IT to our external customer Support. One of the things I like most about it is the flexibility, and the way it can be customized for any of a wide variety of uses, like what we have deployed. Moving mis-routed tickets is a snap with everything in the same system
  • 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.
It's well suited for a smaller organization, but to be fair, we are not currently running all the available modules. Smaller in this case, being 50-75 internal users and 12,000 active customers. We may well be able to better leverage Footprints once we acquire the other modules that are out there from BMC.
June 30, 2014

BMC Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
The IT department of Cellular Sales used it to manage IT tickets for all types of support. The Operations Team (Tier 1), Systems (II), and Network (III) had access to it. Sales reps would send in tickets via email and they would be sorted in BMC and addressed.
  • Customizable. Separate work spaces are nice for different departments. Being able to edit the fields and add your own make it personal for the end user in mind.
  • Easy to use. Can simply send an email.
  • Organization is easy. Adding priority levels makes a quick overview simple to navigate.
  • Can't think of any right now.
Who is the end user? They will get emails back with their ticket information. Make sure its easy to read and applicable.
June 30, 2014

BMC Footprints

Score 7 out of 10
Vetted Review
Verified User
Incentivized
As a medium to large sized company with the infrastructure to match, we were faced with a need for asset management, remote device management and helpdesk ticketing. BMC Footprints has been implemented to address each of these.
  • Highly configurable- From the Service Core ticketing system to the Asset Core device management, Footprints allows for customizations to fit your needs and your environment.
  • Easily Integrated- Footprints is very easily integrated into your existing architecture. Seamlessly implemented with Active Directory.
  • Complete System- With Footprints Asset Core and Service Core together there is little need for any other applications or systems.
  • 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.
Service Core is an excellent choice for incident and user management with a high degree of flexibility and configuration options. Up front support and professional services are a must however. If it is not right the first time it is very difficult to correct later.
Casey Ketcham | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Footprints across various departments including our computer helpdesk, accounting helpdesk, SAP department, programming team, network team, and in house support. It has been a great product to work with and helps us keep track of many issues, new hire processes, SAP development, and system access tracking. It also has been key in helping maintain our level 1 PCI compliance year after year.
  • Ease of use
  • Customization
  • Great performance
  • Outstanding technical support team
  • No reliance on Java
  • Quicker ability to purge old data
  • Ability to change fields en masse
It's well suited for any business that needs a solid change management or helpdesk ticket tracking system that's both easy to set up and use.
Score 1 out of 10
Vetted Review
Verified User
Incentivized
BMC FootPrints has worked tremendous ways that our previous ticketing system has not. We have been able to do most ideas that needed to be implemented, but there were a lot of pains when doing so. The Customer Service is awesome and work with us to achieve most of what we needed, but there are a lot of limitations to the software and we find bugs often.
  • Customer Service
  • Basic ticket routing
  • Incident Management
  • Reporting
  • Dynamic Ticket Routing
  • Performance (Speed and application versatility)
There are a lot of limitations within the software that do not allow us to do things we need to do. We have had to customize a lot or define workarounds (that patches then break). This is very frustrating when trying to provide the best service to our customers.
Score 7 out of 10
Vetted Review
Verified User
It addresses workflows, tracking of inventory, help desk tickets and patching.
  • The ability to take control of a users workstation from the BMC portal
  • Vast amounts for functionality
  • The ability to drill into a user's workstation and look at inventory
  • Help desk tickets, and automated updates through email is very well executed
  • Streamline the interface, so you can do things from multiple locations, and the "tree" structure can be overwhelming.
  • Create more Wizards in a central location, to walk through users to execute their task.
You need to have a team/department that is willing to work through the software and train the personnel to always work through this system. Otherwise it is too large and complex and your support staff will never feel comfortable working with it unless it is their primary tool.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
BMC Footprints is used by my organization as a means of communication between all departments to log and resolve issues. The program allows for easy, accurate routing which ensures issues are assigned to the proper personnel to be resolved as quickly as possible. Severity levels make it easy to prioritize and the built-in communication system that forwards responses to e-mail as well as being able to CC in a participant makes communication seamless.
  • Feature-Rich - BMC Footprints is feature-rich in that it includes (but is not limited to) multiple work spaces, global issue notifications, prioritizing, organization, easy logging, a customizable interface, reports, a service catalog, calendars, knowledge base, and communication features.
  • Straightforward User Interface - The user interface is easy to learn and understand with concise labeling and look-up features.
  • Communication - Users can interact through customer notes in issue tickets, have changes notified via e-mail, and add in participants to new or currently existing tickets.
  • BMC Footprints often uses java pop-ups that can cause issues for people working on older machines in that the computer will slow or the page will crash. This is not often however and obviously depends on the user's machine.
If you are a large organization where there are many departments spread across a large campus or area, BMC Footprints would benefit you the most. It makes communicating particular issues between users that are not physically close much easier. There are also built-in templates that can be created and edited based on a department's need. If there is an error in assignment, users can work together to get the issue where it needs to be. It also makes gathering statistical data easy with built-in functionality for reports. This program may be too feature-rich or underutilized by a small company, but can still be beneficial depending on what you need it for.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use FootPrints to handle our tickets, projects and change management across campus mainly for IT purposes.
  • I think FootPrints is a good tool, it is easy to use and intuitive.
  • It has a lot of functionality, like you can create agents and groups. Its easy to take out users in and out from groups which takes care vacations, etc. It gets synced with Outlook calendar and can show your availability as agent.
  • Adding features so that the agents can have more access without having to be the workspace administrator would be great!
It's good but it can definitely have some more features.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The whole organization is using it. We use it in IT to support software change management as well as help desk tickets. As an enterprise we also use it as a ticketing system for our customers' trouble tickets. We've started using it for HR workflows as well. Our latest project using BMC Footprints is being used to allow customers to "sign in" when they arrive at a retail location.
  • Footprints does approvals and mobile approvals very well through email.
  • Footprints does change management and history / tracking very well.
  • Footprints serves as a great ticketing system.
  • Footprints has a great API that is easy to use to submit and modify tickets.
  • The database is easy to read from and report from using SQL Server Reporting Services.
  • The user interface isn't great. You have to click on the workspace name in order to get the dropdown to change. It's poor UI/UX.
  • The licenses are a bit expensive.
  • It's server processing can be intense. The perl.exe processes can tend to go crazy when you have over 100 active users in the system all day.
  • The reports builder/writer can be difficult to get the exact data that you're looking for, especially if you're shooting for time based info.
It's well suited for up the chain approvals and for a ticketing system.
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