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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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N/A
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 Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(57)

Attribute Ratings

Reviews

(1-8 of 8)
Companies can't remove reviews or game the system. Here's why
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.
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.
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.
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 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
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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