FootPrints 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

FootPrints

3.5

(34)

Pricing

Pricing available upon request

About FootPrints

FootPrints is on-premise information technology service management solution, which helps businesses manage assets and service delivery across all IT operations. Designed for small and midsize businesses, it provides a platform to improve work efficiencies, maintain compliance, optimize costs and prevent vulnerabilities and risks.

FootPrints’s key features include incident and problem management, change management, a service catalog, asset tracking, self-service and release and deployment administration. Further, it provides reporting dashboards, which allow users to create personalized experiences to increase productivity among employees. Additionally, configurable capabilities of software help automate IT service delivery and improve employee satisfaction.

FootPrints allows integrations with BMC Client Manager, Active Directory, SQL Databases and more. Support is extended via phone, documentation and an online help desk.

FootPrints Screenshots

FootPrints Pricing and Plans

Starting price: $1,000.00

Free Trial

Free Version

Basic

$1,000.00

per feature

No plan information available

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FootPrints Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of FootPrints
Activity Tracking
Alerts/Notifications
API
Approval Process Control
Asset Tracking
Audit Trail
Availability Management
Capacity Management
Change Management
Configuration Management
Contract/License Management
Customizable Reports
Dashboard Creation
Drag & Drop
Incident Management
Knowledge Base Management
Prioritization
Problem Management
Project Management
Release Management
Reporting & Statistics
Service Catalog
Support Ticket Management
Support Ticket Tracking
Third-Party Integrations

FootPrints User Reviews

Overall Rating

3.5

Ratings Breakdown

18%

35%

32%

Secondary Ratings

Ease of Use

3.4

Value for money

3.4

Customer support

3.6

Functionality

3.5

Jeremy A.

Verified reviewer

Mental Health Care

Used weekly for more than 2 years

Review source

Reviewed June 2018

Decent ticketing system, could improve user experience

Ratings Breakdown

Ease of use

Functionality

Pros:

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.

Cons:

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.

Alvin S.

Verified reviewer

Education Management

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed October 2022

Footprints helped our Service Desk!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

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.

Debra L.

Used daily for more than 2 years

Review source

Reviewed May 2017

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

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.

Replied June 2017

Rocky F.

Verified reviewer

Automotive

10000+ employees

Used daily for more than 2 years

Review source

Reviewed August 2017

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

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Gerardo V.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed October 2022

An excellent Help Desk tool but expensive too

I'm a Footprints user but I have knowledge about IT and there's not a problem for me to use this software but if you don't have IT notion, it could be a problem to use the interface because it is not friendly or intuitive like some other Help Desk softwares.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The customization level for work areas and dashboards.

Cons:

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

Ray K.

Verified reviewer

Higher Education

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed November 2021

Basic ITSM Incident Management tool

BMC has been helpful to work with. Tool interface looks like something out of the 90s. It has been meeting our needs and it is a fraction of the cost of other full suite ITSM tools.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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

Cons:

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.

Katie B.

Verified reviewer

Higher Education

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed July 2022

Not a fan

not a fan

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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

Cons:

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.

Reasons for choosing FootPrints

we moved from footprints to TDX. we are much happier.

Verified

Reviewer

Human Resources

51-200 employees

Used daily for more than 2 years

Review source

Reviewed May 2019

Suits needs across the company

Ratings Breakdown

Ease of use

Functionality

Pros:

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

Cons:

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

Verified

Reviewer

Used daily for less than 12 months

Review source

Reviewed March 2018

A Fully Loaded HelpDesk That Poorly Brings Everything Together

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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

Cons:

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

Verified

Reviewer

Non-Profit Organization Management

501-1000 employees

Used monthly for more than 2 years

Review source

Reviewed March 2022

Useful tool, but interface looks and feels outdated and clunky

Ratings Breakdown

Ease of use

Functionality

Pros:

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

Cons:

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!

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