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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

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 …
Continue reading
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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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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

Would you like us to let the vendor know that you want pricing?

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What is Spiceworks Help Desk?

Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and…

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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)
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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
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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
September 18, 2020

Review on BMC

Naveen Mudupuri Anantha | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
ResellerIncentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
August 07, 2017

Footprints good/bad

Score 2 out of 10
Vetted Review
Verified User
Incentivized
  • 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
  • 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
Kelson O'Neil | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Todd Arntson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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 30, 2014

BMC Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
June 30, 2014

BMC Footprints

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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!
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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