BMC Software

FootPrints

4 / 5 8 reviews

Who Uses This Software?

Small to Medium sized businesses who would benefit from streamlining and automating their Service Desk and ITSM processes in a fully customizable ITIL verified Service Desk solution.


Average Ratings

8 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • BMC Software
  • www.bmc.com/
  • Founded 1980
  • United States

About FootPrints

Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users.


FootPrints Features

  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

FootPrints Reviews Recently Reviewed!

I am the Footprints admin and part of the set up/customization team for our company

Aug 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Customization and the ability to have different work spaces or containers. Different work spaces allow multiple teams to have their own ticketing space.

Support team is great

Cons: Opening a ticket via phone - the first group you speak with is out sourced and they don't always comprehend English well

For over 3 years, I have administrated multiple BMC FootPrints Service Core workspaces.

Aug 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Footprints has become one of the most important software packages many departments in the company use. What I like most is how the workspaces can be adapted to suit the needs for any department. We started using it for IT help desks, which is our most complex workspaces, but we keep identifying other departments in need of a new workspace for various needs. For example, several departments used to keep track of requests in emails and track requests on shared Excel workbooks. Service Core provides a workspace to receive, store, provide trackable accountability, report, and develop workflow previously unavailable for incidents handled by each department. The abilities of Service Core has improved processes for every department we have implemented.

Cons: While the software almost always accomplishes desired workflow for new tasks, I sometimes have to come up with a workaround to accomplish the desired advanced workflow. On the positive side, Service Core is flexible to allow manipulation of the workspace to allow workarounds when necessary.

Overall: FootPrints Service Core is a robust tool that improves efficiency for many departments at O¿Reilly Auto with at current total of 22 workspaces. Almost on a daily basis, processes are improved using capabilities FootPrints Service Core offers. The efficiency gains helps the corporate departments accomplish more in less time with streamlined processes. This helps the company save money on payroll for additional corporate employees even though several additional stores are opened each day. We don¿t have to hire as many people on the corporate level to keep up with the store growth due to the improvements of processes related to this software.

Footprints is a great tool that helps us track interactions with our clients.

Jun 27, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like being able to do searches on previous calls. Working support, it is invaluable to be able to look at previous solutions to aid in today's issues.

Cons: Sometimes the fields get out of index and I see the wrong data in the fields. I can delete the ticket and start a new one to correct the problem.

Footprints 12 was a big step backwards. The interface is much more complex to learn

May 16, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I liked Version 11 with five stars but they are dropping support next June 2018. The Escalations that automate processes was also very nice. System was very easy to use and was easy to navigate. All the bells and whistles that automated processes was extremely beneficial for our company. I was really pleased with this product.

Cons: We were pushed into a new version that is basically a shell and you have to create most processes that are pre-built in other products. What was BMC thinking? Up to this version I have always had a great experience. They took away several features that are going to cause us a lot of work, no quick descriptions and no quick actions which was one of the reasons we bought this product. I think their level 1 desk is in India they only take ticket info. What happened to supporting the USA economy?

Vendor Response

by BMC Software on June 07, 2017

Hi Debra, it sounds like there has been a miscommunication or misunderstanding here. FootPrints 11 Support We have no plans to end support for FootPrints 11. It is still fully supported. There are also no plans to force anyone to move to FootPrints 12. Tech Support To better support our global customer base, we added capacity in the US, UK, Mexico & India as well as a global triage center to ensure that everyone is served effectively, especially those with severity 1 issues who are routed to the front of the queue during triage. Configuration FootPrints 12 is more powerful & customizable than ever before & includes many automation features. Most customers use FootPrints as their Service Desk & it includes built-in templates for this. If you dont mind, we will follow up with you directly to get more clarity on the support issues and to provide help with configuration.

Footprints

Feb 22, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: Portal to review assigned tickets

Cons: Hangs to update

Overall: Great experience for ticketing system, easy to log and update tickets and assign to groups and individuals

Recommendations to other buyers: Good for ticketing

Footprints

Jan 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Footprints allows us to track our support tickets and aids in providing quality support to our clients.

Automated CLM Solution

Nov 03, 2016
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: BMC's CLM gave our support staff the ability to quickly and easily stand up servers to provide the best support we could to our customers.

Footprints

Oct 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I work with footprints to track and report on my interactions with clients. It has proven to be an invaluable tool in my office.