Item: BMC FootPrints
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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 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.

Return on Investment

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.

Usability

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.

Support Rating

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.

Alternatives Considered

BMC Helix Remedyforce, SysAid and ServiceNow

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.

Other Software Used

KeePass, Rapid7 Nexpose, Microsoft Teams

Likelihood to Recommend

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 Does the Job Well

Overall Satisfaction with BMC FootPrints