AWS Config vs. BMC Track-It!

It's really good if your infrastructure services is all in AWS, that means everything could be audited and monitored using AWS config. You also can create alarms to notify you or your team about any changes on your AWS resources which is very useful to prevent abuse if you have a fairly large team. It's also very useful whenever some third party wants to audit your AWS resources, if you have a fairly comprehensive AWS config configured, the auditing process will be easy since they only need to look at your AWS config setup.

Incentivized

Track-It! is great for a small-to-medium sized enterprise that has a fairly small IT department but needs far more control of tickets than just email and spreadsheets. It scales well enough as IT departments grow, adding techs is simple enough, as is changing the workflow. A large company would probably be better off with a different solution. The lack of easy customization, and the shortcomings it has in workflow templates (which would be a nightmare for project management) means it won't scale up that far.

Incentivized

• The ability to track changes in AWS is paramount, AWS config allows you to do this
• Allows the auditing of an AWS account
• Can view history of an account that has AWS config enabled

Incentivized

• The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users.
• It includes email notifications where users are able to respond to an email and it updates the ticket.
• The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group.

Incentivized

• It's only AWS, no third party.
• Not the most intuitive interface, but with a little getting used to it is OK.

Incentivized

• Configuration is convoluted in my opinion. Getting the email to flow how you'd like is difficult.
• A lot of the configuration option names aren't very clear. It seems they use their own terminology for things I would have never guessed.
• Support is lacking - asking them for help always results in them directing you to a KB article. Sometimes you just want hand holding.

Incentivized

Would rate lower for other workloads but for AWS workloads its simple to set up, cost effective and customisable. Primary use case is compliance from a governance perspective.

Incentivized

We have rarely needed to use Support for BMC Track-It!, but in the times that we did need to use it, they were excellent. The biggest issue is that after not paying for support for about three years, now that we NEED support, it is too expensive for us to receive. This is due to the way their support is billed. So long as you never drop support, then you should be fine.

Incentivized

I do not know or have used any other product in AWS cloud space that matches what AWS Config provides. We have some custom built monitoring and governance, however that is there because AWS Config does not provide it currently.

Incentivized

BMC Track-It! is much more bare bones compared to ServiceNow products, and if your department has the money, ServiceNow is a much better option. Not only is the Knowledge Base much easier to create and publish articles, but the asset management in BMC Track-It! is practically useless. BMC Track-It! is more cost effective, and with a small amount of technicians there's likely no reason to need a bigger solution, but it leaves a lot wanting.

Incentivized

• Enforcing audit requirements
• Easy to set up alerting when there are rule breaches
• Auto remediation reduces the manual policing of such breaches

Incentivized

• The biggest positive impact it had on ROI was that the software itself didn't require any expensive ongoing maintenance contracts since it was installed and managed by our organization.
• The negative aspect of this is if there was a major problem with the software, then it would require contacting the vendor, at which point it could become expensive for a service call.

Incentivized