BMC FootPrints Does the Job Well
Updated February 26, 2020

BMC FootPrints Does the Job Well

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC FootPrints

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.

Pros

  • Very easy to use.
  • Mostly trouble free. We have had very few trouble calls into support.
  • Support is top-notch when needed.

Cons

  • 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.
  • There's a big return on investment, as it's very cost-effective.
  • It's helped us maintain Sox and PCI compliance.
  • Made everybody's job easier.
It's so simple to use and customize however you want. You can create new workspaces and workflows with ease, set up new users, incoming email rules, customize the layout of the forms, and even change the colors and logos. It's just very easily customizable overall. It's also really straightforward to figure out how to use, you really almost don't have to show somebody how to use it. If you just sit them down in front of it and let them look it over, they could figure it out themselves easily.
I've had no issues with the support for FootPrints. We haven't really had to use them all that much over the years, but when needed they have always been prompt and knowledgeable at dealing with any issue. I've worked with a lot of different support teams over the years, and they have been one of my favorites to work with.
We haven't used any others besides this one, but we did evaluate BMC Remedyforce, SysAid, and ServiceNow. Remedyforce and ServiceNow seem much more advanced and difficult to use, though I'm sure they are probably much more feature-rich once you get used to them, but the pricing kept us away. SysAid seemed very simple to use, and most like FootPrints out of the bunch, but it's maybe too simplistic. There were things in it that we could do in FootPrints but not in SysAid.
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.

BMC FootPrints Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management ()
Not Rated
Change management ()
Not Rated

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