FootPrints

Avantages

Extremely easy customization of support forms page;
We use it in several sectors of the company, such as: IT Infrastructure, IT Projects, Internal Controls, Legal, Compliance, Accounting, Administrative, Customer Service and HR;
Low cost due to the possibility of using named licenses and shared licenses;
Low hardware cost, you don't need anything dedicated.

So, to complete the pros. A good administrator of the tool must know the company's processes, once this professional knows the company's processes, he will have in hand a quick implementation solution (Footprints) to control processes and projects, without having to wait for the development of a software to support such a need.

Inconvénients

As for cons, we can note that the tool is not so easy to integrate and the support team is not very good at suggesting solutions for this.

It is important to have a well-trained person who knows the business processes of the company
to be able to make the most of Footprints' features. If the company does not have this type of
professional, there is a risk of not being able to make good use of the tool.

Don't expect Footprints support to offer you a super solution, they usually have a vision
limited to technical aspects of the tool, the ideal technical profile to manage this system
is someone with some background in IT and who knows business processes well.

Alternatives envisagées 

Avantages

The most useful part of Footprints in my position as a queue manager, is that once you select a status, it automatically selects the appropriate email addresses to notify. I also like the ability to click a button to expand the incident information in order to see more of the details provided.

Inconvénients

The only con that I experience is downloading attachments. You have to select the attachment before being able to download.

Avantages

There is very little to like about this product. Ii guess if i had to pick one thing it would be i like the color scheme.

Inconvénients

Support is horrible, there are only a couple (literally two at the time of this review) senior support staff that have any knowledge about this product. The API does not work consistently. Random business rules stop working after a publish and supports only answer is to recreate the rules. We have consistent deadlock errors on the database, we have tracked it down to the table that contains ALL of the relationships for every item in the system. Support says they are looking at it, but we have seen this for about a year now and there is no resolution as of yet. If you don't believe my review, check the BMC communities and look at the idea section for footprints. You will find scads of suggestions about returning out of the box functionality that were in older versions of FP that is missing in v.12.x.

The migration was extremely painful it consisted of rebuilding everything from the start and the finished product is in such a bad state that the suggestion about what it would take to go back to version 9 has been discussed. it is not about bad logic in the rules, because when they work, it works. you just don't know what you will have after you publish. BMC needs to rethink what they did to the FP product.

Avantages

I liked that we could configure forms to request needed information based on request type and details, as well as configure automatic routing to correct teams. Fields and routing were automatically filled out upon selecting specific details. It was nice that we could automatically create tickets from incoming emails to service account mailboxes. Tickets could track time spent working on the issue. Notifications were automatically sent to stakeholders based on status.

Inconvénients

Unable to resend attachments from previous ticket updates. Inadequate size limit on attachments; failure to update by email if attachment exceeded limit. Instructions to reply by email are unclear; if reply message was not precisely formatted, response text is cut from ticket update. Have to take the system down to publish changes or apply updates.

Avantages

I like that we've been using it for over 10 years now with not 1 major issue with it.

Inconvénients

The licensing cost seems a little steep I feel like there should be some sort of a discounted price for use over time as well.

Avantages

Flexibility and Customizable
Functionality
Reporting

Inconvénients

Complicated Setup
Performance
Advanced Searching
Attachments

Avantages

it's not incredibly difficult to use, but that's really it

Inconvénients

this ticketing platform is the least robust system I've used. I've used many homebrewed and many enterprise level ticketing systems and this is by far the worst. Ticket tracking and event tracking is non existent. It lacks many basic features like child/parent relationships on major outages, leaving me clearing through countless tickets after a major outage. Searching through cases is also clunky and difficult, you can't really view cases outside of your workspace, so when tickets are submitted to me, I often receive duplicates because no one knows that a ticket is already opened.

Avantages

Support has been good to point out all the issues, bugs and defects in the software.

Inconvénients

Every time there is an issue, ends up it's usually a know defect. There are so many known defects with this garbage software that it causes memory leaks. The footprints server must be rebooted daily otherwise it Footprints become even more useless.
There are people who take garbage and make a sculpture out of it to give it another look. That describes Footprints, garbage software put together to resemble a working program, but in the end it is just a piece of garbage.

Avantages

It functions and allows for a lot of customization. We are using a slightly older version. But being a member of multiple assignee groups is helpful. Assigning different teams as they are needed to a ticket while keeping yourself on is helpful in monitoring the problems completion.

Inconvénients

Dated interface. Slow to respond at times. The need for Java to be installed, but no real use for it. The extra cost of a mobile interface, no mobile app.

Avantages

customizable fields depending on how the company intends to use it
Very lightweight on the client side, in fact so lightweight you can allow your customers to put in their own tickets without a significant lag on their side, or strain server-side.

Inconvénients

Too many fields to populate to get a case started.
When it does lag, watch out because there's no autosave feature, or quick save feature

Avantages

Le form già presenti e le funzionalità in bundle

Inconvénients

Dal cambio di gestione da Numara a BMC è cambiato sia il rapporto di assistenza che la personalizzazione del prodotto che è diventata più complessa.

Avantages

Great features at a very affordable annual cost, the ease of configuration and customization to fit our needs was well suited for our environment. The number of knowledge base articles and community support was very good.

Inconvénients

The dashboard needs a revamp of it, it looks outdated and not as streamlined as other ITSM solutions. Chat feature needs to be improved on.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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?

Avantages

Cost. A fraction of other ITSM tools. There are 3 supported platforms to choose from

Inconvénients

Reports are clunky, lack of intuitiveness, not much for self serve portal, the KB won't accept images, no option for end users to get ticket statuses on demand, etc.

Avantages

The customization level for work areas and dashboards.

Inconvénients

The interface is very cold, ugly, not friendly or intuitive for the end user.

Avantages

easy to use, great for people that don't like change.

Inconvénients

not a scalable software. it doesn't have the integrations we hope to find in a tool and only seems to compliment it workers. we need a multi purpose tool now.

Avantages

The software is not super complicated to use. I would say, however, it would require a bit of brief instruction from a colleague to get started.

Inconvénients

Again the software is not overly complicated, but navigation can be tricky at first. Finding past tickets, however is fairly easy IF you know how to do it.

Avantages

This software has been very beneficial to my company. It has been used for many departments throughout the workplace.

Inconvénients

There is not much bad I can say about footprints. I don't love the new version.

Avantages

FootPrints is the ITSM Solution Ferrari, as it may be adapted not only for IT processes but also for any other not IT process such as HR, Legal, Field Services, etc. configuring as many instances or workspace as you need in your organization for every of these processes. Its licensing is adaptable to the customer needs. It also has Mobile and web browser access, Graphical Workflow designer to configure your processes in an easy and fast way.

Inconvénients

For asset management it is necessary the integration with BMC Client Management which means to pay for additional licensing in terms of number of assets and it increase the investment in comparison with other solutions that has asset management included.

Avantages

Monitors tickets, priorities, status well. Use of email responses to update statuses and add updates makes it quick and easy in many situations. For most situations where I'm viewing updates and replying quickly it's easy and effective.

Inconvénients

The UI is a little non-intuitive for adding updates - when editing/adding an update I want to be able to see history as context for my reply/update, and that requires first viewing a different area.

Avantages

It has tons of functionality and features, many of which we never even got a chance to delve into setting up for production.

Inconvénients

Building the help desk out is a nightmare due to the way that Footprints maps everything. Instead of something that should have been quick and simple, like you find in Solarwinds help desk utility, Footprints manages to make it drawn out and difficult

Avantages

How you can customize your layout for productivity

Inconvénients

Assigning tickets to users sometime don't function properly

Avantages

I like the amount of services I can access with FootPrints, e.g. requesting a help ticket, ordering new computer hardware, and submitting Data Services requests

Inconvénients

The interface feels like the 1990s and it's not very intuitive when it comes to finding what you need to do. Needs a complete refurbish!

Avantages

Didn’t like much about the software, but their support was first rate.

Inconvénients

Old and complex platform with an out of date UI