Item: BMC FootPrints
Rating: 1
Author: Verified User

Overall Satisfaction with BMC FootPrints

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Customer Service
Basic ticket routing
Incident Management

Cons

Reporting
Dynamic Ticket Routing
Performance (Speed and application versatility)

Return on Investment

Faster provisioning
Better fairness of ticketing to agents
Negative: Lack of visibility to customers

Alternatives Considered

We have evaluated multiple including HEAT and ServiceNow. Their older versions gave us more to play with and able to use more, but since going to version 11, it has been very unfavorable. We have had to adapt and work with what was provided. We have understood that ServiceNow has surpassed them.

Likelihood to Renew

It has been the business decision to go with them and that is what we will do. Going back, this would have not been the choice, but nothing can be done about it now. We are stuck with this application for years to come. Wish there were other possibilities that could be done.

Likelihood to Recommend

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.

Comments

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Only for the very basic ticket routing and simple system. NOT FOR THE ADVANCED and automation!!!

Software Version

Modules Used