Item: BMC FootPrints
Rating: 8
Author: Verified User

Overall Satisfaction with BMC FootPrints

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

At my organization, BMC Footprints helps to make employees more efficient not only in solving issues but getting any issues they may have out in the open. It allows employees that are physically far apart to communicate and branch out and helps to assist customers outside of the organization as well (i.e. technical support, help desk, customers).

Alternatives Considered

Salesforce.com

If you are looking for something for a large corporation, BMC Footprints may be the fit for any department that needs to communicate/resolve issues across other departments. It is great for a large amount of users, but because of its focus on issue logging, it is limited when approaching what a business might need as a whole. BMC Footprints is great for higher education institutions since they shouldn't need a feature like lead converting, but for corporate businesses, you may need something even more feature-rich like Salesforce.com which offers a more business-specific implementation which includes issue resolution.

Likelihood to Renew

I am not the person who decides whether or not the contract will be renewed, but I have not heard any talk of switching or ending it. Overall, my company is very happy with the program and will probably continue to use it as it suits our needs well and continues to add more features that we find useful.

Likelihood to Recommend

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.

Comments

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A well-balanced system for problem solvers

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