BMC FootPrints

Score8.3 out of 10

60 Reviews and Ratings

Community insights

TrustRadius Insights for BMC FootPrints are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Workspace Customization Options: Users have appreciated the variety of customization choices available, enabling them to create personalized setups tailored to their specific needs. This level of flexibility has allowed users to optimize their workflow and enhance productivity significantly.

Stability and Reliability: Reviewers have noted that the system operates very stably, providing a reliable platform for managing tickets without frequent disruptions. This consistent performance has instilled confidence in users regarding the system's ability to handle ticket management efficiently.

Pop-Up Notifications Feature: Customers have expressed satisfaction with the pop-up notifications feature, which delivers timely updates and alerts within the system, enhancing overall user experience. The convenience of receiving instant notifications has been particularly praised for improving response times and ensuring prompt actions on critical ticket updates.

Reviews

19 Reviews

nice product

Rating: 10 out of 10

Incentivized

April 14, 2026

Use Cases and Deployment Scope

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Pros

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Cons

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Likelihood to Recommend

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KashyapR Patel

Senior Private Accountant in Customer Service at HGInsights (51-200 employees)

Vetted Review

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BMC Footprints supports any workspace you need

Rating: 9 out of 10

Incentivized

June 16, 2022

Use Cases and Deployment Scope

I use BMC FootPrints to keep the tracking of product demos and proofs of concept with the customers, we have different workspaces, one for presales, other for the projects, other for end user's comments, other for end customer's support, and the last one for internal support. This product really doesn't face any problems, the only thing that I can say is that the interface is a little bit ugly, there out is a lot of software more friendly but Footprints is really functional for us, it has so many configurations to accomplish the tasks that we need.

Pros

Workspace customization
Very stable operation
Pop-up notifications

Cons

Default interface design. It is not so friendly, then it could take more time for some customers to use it.
Interface customization. We can't customize it so much to make it more friendly for the end-users.
The workspace configuration requires specific training because there are no wizards to get the whole workspace configured from zero. Many brands offer friendly wizards to get the software functional.

Likelihood to Recommend

BMC Footprints is so well suited to keep the documentation easy to read and find, as same as typification. You can find specific documentation for an audit so fast and export a report using the specific criteria that you need to comply with your boss or audit needs. As I told before, BMC footprints need to be more friendly to the end users because they get lost many times trying to track some ticket or typing documentation.

Gerardo Varillas

Product Manager in Information Technology at iDric Soluciones de TI y Seguridad Informática (11-50 employees)

Vetted Review

12 years of experience

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Footprints gets you the data you need at you help desk!

Rating: 7 out of 10

Incentivized

March 31, 2022

Use Cases and Deployment Scope

We use it to track our projects and what phase they are in. Tickets can be Open, in-progress, Pending, requires follow up, completed. This allows all our team members to keep track of the status of each project. We trace our Classroom maintenance requests, so we don't forget any requests, it also sends an email to the requestor once the project is completed.

Pros

Track open tickets
See all open tickets in one location
Give immediate status of all tickets

Cons

Creating a report of tickets closed in a specific time frame is difficult to do
It has lots of features that we do not implement
It takes a bit of time to create each ticket

Likelihood to Recommend

Tracing any maintenance requests, so you don't forget any requests, it also sends an email to the requestor once the project is completed.
Keeping status of projects in progress and the current state they are in. Allowing anyone with access to know the current state of any project. Generating a useful report is a bit more difficult then I would like.

Verified User

Engineer in Information Technology (501-1000 employees)

Vetted Review

5 years of experience

Review on BMC

Rating: 7 out of 10

Incentivized

September 18, 2020

Use Cases and Deployment Scope

We have been using it for around 5 years, and we use it in Outsourced departments. Our client helpdesk uses it for tracking trouble tickets from our clients and resident engineers, our project management dept uses it for tracking IT projects of the clients, our programmers use it for change management, and my network team uses it for tracking problem tickets and network changes. It helped us maintain compliance, as well as to grow a large history of all problems and changes in our company.

Pros

Good to use.
Makes life easier with less troubleshooting.
Ticketing review makes easier.

Cons

Archival is bit nasty.
Performance impact when it comes more documents in the same case sheet.
Inventory is something we should look at.

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.

Naveen Mudupuri Anantha

Sr. Solution Consultant Security - Presales in Information Technology at Raksha Technologies Pvt Ltd (51-200 employees)

Vetted Review

Reseller

5 years of experience

View profile

Decent tool for helpdesk use

Rating: 8 out of 10

Incentivized

September 10, 2019

Use Cases and Deployment Scope

In our current configuration, BMC FootPrints is being used by the IT department. FootPrints allows our end-users to submit trouble tickets for issues for their computers, phones, prints, or network issues. The IT department also uses FootPrints to document and track internal projects and tasks. Other areas in the organization are also looking to implement FootPrints in their areas for namely the same reasons of tracking and documentation.

Pros

Documentation. We try to reduce the amount of paperwork needed for staff to do their job, so by automating certain tasks, we are able to speed up the resolution process for trouble tickets.
Reporting. We'll use the reporting tool to get the number of tickets opened, response times and can go into granular reports.
Surveys. When tickets are closed, we automatically send out surveys to end users to get valuable feedback on how we did and what we can improve.

Cons

I would like to see the reporting tool refined. It currently has too many options to be efficient.

Likelihood to Recommend

BMC FootPrints does helpdesk ticketing very well for us in our IT department. In general, any scenario that requires some way to enter in, track and report on issues for enterprise users is the best fit. We've been doing this for more than 10 years on different versions of FootPrints. Where I would not see this as a good fit is probably is for smaller deployments of less than 50 users.

Verified User

Director in Information Technology (1001-5000 employees)

Vetted Review

15 years of experience

BMC FootPrints Does the Job Well

Rating: 8 out of 10

Incentivized

August 9, 2019

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

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.

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.

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

15 years of experience

Footprints good/bad

Rating: 2 out of 10

Incentivized

August 7, 2017

Use Cases and Deployment Scope

It is being used across the organization by each department. BMC FootPrints is set up by what is called 'workspaces'. These are each designed for different workflows and are each independent databases. We use it for CAPA events, as well as tracking customer products that can not be received to an error in the receiving documentation.

Pros

One system that allows configuration for different requirements.
Contains basic canned reports for a variety of time frames.
Email notifications.

Cons

Not easily configurable or changeable.
Reports that are exported must still be formatted.
Workflows do not always perform properly.

Likelihood to Recommend

Verified User

Analyst (501-1000 employees)

Vetted Review

5 years of experience

No FootPrints in the Sand

Rating: 4 out of 10

Incentivized

May 26, 2017

Use Cases and Deployment Scope

FootPrints is being used by the company I am consulting. We are tracking IT support issues, projects, and tasks associated to the projects. The system is being utilized by the entire company to submit and track any IT issues that need to be addressed.

Pros

The best thing FootPrints does well is how flexible it is. It can be utilized to do a huge array of business functions.
Task Automation
Increases visibility and transparency

Cons

Antiquated User Interface. It looks old.
Tracking changes to an item. When I add new details, the changes are just added to the top of the description which makes it difficult to know what is going on.
Navigation

Likelihood to Recommend

[It's] Well suited for tracking IT requests.

Brandon Nyberg

Consultant in Information Technology at LogiSolve (201-500 employees)

Vetted Review

1 year of experience

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Leave your mark with FootPrints

Rating: 6 out of 10

Incentivized

March 30, 2017

Use Cases and Deployment Scope

St. Luke's has used BMC's FootPrints for the last 7+ years and it has served the purpose of ticket management for Incident, Service Request, Change Mgmt, Customer Portal, Knowledge Base, and Service Catalog. The product has been deployed for departments both inside of IT and outside of IT including: Marketing, Finance, Human Resources, Supply Chain, and Project Management.

Pros

It provides a simple to implement customer portal.
Web-based, makes for simple management of tickets and tool from within a Web GUI.

Cons

v12 is a brand new product with the label of FootPrints. It doesn't have the full set of capabilities as pre v12 versions have.

Likelihood to Recommend

Very well suited for small and emerging IT departments that need to provide basic Incident/Request Management, Change Management, and a basic customer portal. It is also a good tool for organizations who do not have well defined ITIL/ITSM Processes.

Kelson O'Neil

ITSM Manager in Information Technology at St. Luke's Health System (10,001+ employees)

Vetted Review

8 years of experience

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FootPrints Serves Its Purpose

Rating: 7 out of 10

Incentivized

September 21, 2015

Use Cases and Deployment Scope

BMC FootPrints Service Core is used as the support ticketing system for various campus departments to help users troubleshoot issues that arise.

Pros

Collaboration tool
Prioritizes issues
Feature rich

Cons

Confusing instructions for replies for the end-user
Lag time for tickets to be received
Lack of right click functionality

Likelihood to Recommend

BMC FootPrints Service Core is well suited for institutions that support large volumes. Being able to better categorize tickets is something I would like to see, akin to Gmail's labels and archiving.

Dominic Tsang

Cal 1 Card Senior Production Assistant in Information Technology at UC Berkeley (10,001+ employees)

Vetted Review

2 years of experience

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