Pros and Cons
- 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.
Filter Ratings and Reviews
Showing 16 of 49 BMC FootPrints ratings and reviews.
Reviews (1-16 of 16)
Companies can't remove reviews or game the system. Here's why.
February 25, 2020
BMC FootPrints Does the Job Well
Pros and Cons
- 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.
September 10, 2019
Decent tool for helpdesk use
Pros and Cons
- 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.
March 30, 2017
Leave your mark with FootPrints
Pros and Cons
- 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.
Pros and Cons
- 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
September 21, 2015
FootPrints Serves Its Purpose
Pros and Cons
- 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
Pros and Cons
- 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.
June 21, 2014
A Perfect Solution for Any Business
Pros and Cons
- 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
Pros and Cons
- 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.
Pros and Cons
- 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.
Pros and Cons
- 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.
Pros and Cons
- 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.
June 20, 2014
Only for the very basic ticket routing and simple system. NOT FOR THE ADVANCED and automation!!!
Pros and Cons
- Customer Service
- Basic ticket routing
- Incident Management
- Reporting
- Dynamic Ticket Routing
- Performance (Speed and application versatility)
June 18, 2014
A well-balanced system for problem solvers
Pros and Cons
- 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.
Pros and Cons
- 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.
Pros and Cons
- 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!
BMC FootPrints Scorecard Summary
Feature Scorecard Summary
About BMC FootPrints
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
Categories: Workload Automation, IT Service Management (ITSM)
BMC FootPrints Competitors
BMC FootPrints Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |