BMC FootPrints
IT service management tools
Service desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is BMC FootPrints
BMC FootPrints is an IT service management (ITSM) and service desk platform used to manage incidents, service requests, problems, changes, and related workflows. It targets IT support teams that need ticketing, knowledge management, and self-service capabilities for internal users. The product is commonly deployed in established IT organizations and is often positioned as a more traditional ITIL-aligned service desk option within BMC’s portfolio.
ITIL-aligned service processes
FootPrints supports core ITSM processes such as incident, problem, change, and service request management. It provides structured workflows and status tracking that fit ITIL-style operations. This can suit organizations that prioritize process consistency and auditability over lightweight task tracking.
Configurable workflows and forms
The platform includes configuration options for request types, forms, routing rules, and approvals. Teams can tailor intake and fulfillment steps to match internal support models. This flexibility can reduce the need for custom development for common service desk variations.
Self-service and knowledge support
FootPrints includes end-user self-service capabilities to submit requests and track progress. It also supports knowledge content to deflect repetitive tickets and standardize resolutions. These features help service desks centralize support interactions beyond email-based handling.
Legacy product lifecycle risk
FootPrints is widely viewed as a legacy ITSM product within the broader BMC lineup, with many organizations evaluating newer platforms for long-term roadmaps. Depending on the edition and deployment model in use, customers may face constraints around modernization and future enhancements. Buyers should confirm current support status, upgrade paths, and product direction with the vendor.
UI and UX can lag
Compared with newer service desk tools, the user interface and agent experience may feel less modern. This can affect onboarding speed for occasional agents and end users. Organizations may need additional training and internal documentation to drive consistent usage.
Integration depth varies by environment
Integration capabilities depend on the specific FootPrints version, deployment, and available connectors/APIs. Some integrations may require additional configuration effort or middleware to align with modern collaboration, monitoring, or asset discovery tools. This can increase implementation time compared with platforms that provide more out-of-the-box integrations.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Customer | $0 (no fee) | BMC documentation states BMC does not charge a fee for Customer users — intended for end-users to submit/track requests and search the knowledge base. (Customer role is read-only for admin features). |
| Agent (Fixed) | Contact BMC / Not publicly listed | Fixed agent license assigned to a specific agent (permanent license model). Pricing and licensing details are not published on the public site; BMC asks customers to request pricing. |
| Agent (Concurrent) | Contact BMC / Not publicly listed | Concurrent agent licenses can be shared among agents (only one can be logged in at a time). Pricing not publicly listed; contact BMC. |
| Perpetual license + Annual support/maintenance | Contact BMC / Not publicly listed | Official docs reference permanent/perpetual licensing and product maintenance/support; BMC’s public site provides a "Request pricing" form rather than published list prices. |
Seller details
BMC Software, Inc.
Houston, Texas, USA
1980
Private
https://www.bmc.com/
https://x.com/bmcsoftware
https://www.linkedin.com/company/bmc-software/
