Durchschnittliche Bewertung

22 Bewertungen
  • Gesamt 3.4 / 5
  • Benutzerfreundlichkeit 3.3 / 5
  • Kundenservice 3.5 / 5
  • Funktionen 3.5 / 5
  • Preis-Leistungs-Verhältnis 3.2 / 5

Produktinformationen

Angaben zum Hersteller

  • BMC Software
  • http://www.bmc.com/

Über Cloud Lifecycle Management

Performance monitoring and capacity management system, that offers root cause analytics, performance analytics, and automatic workflow.

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Cloud Lifecycle Management Funktionen

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Die hilfreichsten Reviews für Cloud Lifecycle Management

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

Bewertet am 3.8.2017
Rocky F.
IT Support Supervisor
Automotive, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

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

Bewertet am 16.5.2017
Debra L.
Help Desk Systems Manager
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
3/5
Gesamt
2 / 5
Benutzerfreundlichkeit
3 / 5
Eigenschaften & Funktionalitäten
3 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis

Vorteile: 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.

Nachteile: 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?

Antwort des Softwareanbieters

von BMC Software an 7.6.2017

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.

Not What It Used to Be

Bewertet am 28.11.2018
Heather R.
COTS Administrator
Transport/Güterfrachtverkehr/Schienenverkehr, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
3/5
Gesamt
3 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Footprints was once a great application, but since being rebuilt for version 12, it has lost much of what made it once so successful. While workspaces are fully customizable, they are built in several 'containers' that must match identically across various parts of the application to connect and function. For example, if you connect it to Active Directory for user authentication, you must create each field you want to appear in the ticket type, in that appropriate workspace, and then create a relationship between them. The navigation is not intuitive and requires quite a bit of digging around to find these settings. Footprints is very flexible, however. If you can think of something, you can probably create it and automate it here. My company was able to use it as a ticketing platform across several departments, each with their own custom fields and features. The reporting is very versatile. It allows you to build nearly any type of chart or graph and export it with the ticket data. They can also be scheduled to send to anyone by email address or user name. My biggest issue is the way attachments are handled mostly because if an attachment is added to a ticket, you cannot add it to outbound email by selecting it. It must be downloaded and uploaded to the ticket a second time as Footprints only sends out attachments on the update when they're added.

Vorteile: Flexibility and Customizable
Functionality
Reporting

Nachteile: Complicated Setup
Performance
Advanced Searching
Attachments

Version 12 has been the most painful experience in my IT career

Bewertet am 29.11.2017
Michael W.
Systems Analyst
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
1/5
Gesamt
1 / 5
Benutzerfreundlichkeit
1 / 5
Eigenschaften & Funktionalitäten
1 / 5
Kundenbetreuung
1 / 5
Preis-Leistungs-Verhältnis

Vorteile: 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.

Nachteile: 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.

Antwort des Softwareanbieters

von BMC Software an 23.1.2018

Thank you for sharing this feedback. If you ever have an issue with our support team, please ask to speak to management immediately so we can address it. Our support team has consistently high satisfaction ratings so the experience you describe is not typical nor something we would be happy with. As for the product issues, during a recent visit by one of our partners to your site, we were able to join and conduct an in-depth analysis of your setup. During that evaluation we identified a number of configuration issues and based on those findings we provided several recommendations that your team is in the process of implementing. We are confident that when this is completed you will have a much improved situation. Please reach out to us directly once the work is completed and we will continue to work with you and your team until you are satisfied.

A complete ITSM solution for Enterprise Companies

Bewertet am 29.3.2018
Verifizierter Rezensent
Renewals Team Leader
13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
3 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
3 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: 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.

Nachteile: 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.

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