#1 most frequent
United States of America
79.1%148 installations of 187
What is BMC FootPrints?
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
Categories & Use Cases
Product Demos
Top Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.4
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
ITSM collaboration and documentation
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.
Category average: 8.2
Areas for Improvement
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.1
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8
Who Buys & Uses BMC FootPrints
#2 most frequent
Canada
5.3%10 installations of 187
#3 most frequent
France
2.7%5 installations of 187
BMC Footprints supports any workspace you need
Use Cases and Deployment Scope
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.
Pros
- Workspace customization
- Very stable operation
- Pop-up notifications
Cons
- 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.
Return on Investment
- At first, we got a negative experience of the lack of knowledge, BMC Footprints requires so much time to become an expert on it. That was reflected in an increase of time spent in configurations over Footprints and simultaneously attending the regular operation.
- Once we became experts, we were able to get a lot of benefits from it. We can configure as many KPIs as we need (based on spent time, cost, etc.). That allowed to us retrieve the hours taken for the starting configurations and be more fast attending to the requests and getting the KPIs.
- We can create a workspace for some specific customer or internal area in a few minutes and start the support in 1 day.
Alternatives Considered
BMC Helix Remedyforce
Other Software Used
Microsoft 365 Business Premium, ManageEngine Remote Access Plus, Zoho Assist
Review on BMC
Pros
- Good to use.
- Makes life easier with less troubleshooting.
- Ticketing review makes easier.
Cons
- Archival is bit nasty.
- Performance impact when it comes more documents in the same case sheet.
- Inventory is something we should look at.
Return on Investment
- Good in terms doing its outcome.
- Makes life easier.
Usability
Other Software Used
ServiceNow IT Service Management, BeyondTrust Endpoint Privilege Management, BeyondTrust Password Safe
Footprints gets you the data you need at you help desk!
Use Cases and Deployment Scope
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.
Pros
- Track open tickets
- See all open tickets in one location
- Give immediate status of all tickets
Cons
- 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
Return on Investment
- 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
Alternatives Considered
SolarWinds Service Desk (SSD)
Other Software Used
Crestron Mercury, Crestron Fusion, Bluebeam Revu
Leave your mark with FootPrints
Pros
- It provides a simple to implement customer portal.
- Web-based, makes for simple management of tickets and tool from within a Web GUI.
Cons
- 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.
Return on Investment
- We've been able to utilize FootPrints to automate some of our antiquated systems which has resulted in operational savings.
Other Software Used
Cherwell Service Management, BMC Remedy IT Service Management Suite
No FootPrints in the Sand
Pros
- 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
Cons
- 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
Return on Investment
- Less resources spent on collaboration meetings
- More time available to do the work rather than working the workflow process
- Less time spent keeping documentation put together
Alternatives Considered
JIRA Software and Atlassian Confluence
Other Software Used
Microsoft Project, Oracle JD Edwards EnterpriseOne, Microsoft SQL Server
