57 Reviews and Ratings
41 Reviews and Ratings
BMC Footprints is so well suited to keep the documentation easy to read and find, as same as typification. You can find specific documentation for an audit so fast and export a report using the specific criteria that you need to comply with your boss or audit needs. As I told before, BMC footprints need to be more friendly to the end users because they get lost many times trying to track some ticket or typing documentation.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
Documentation. We try to reduce the amount of paperwork needed for staff to do their job, so by automating certain tasks, we are able to speed up the resolution process for trouble tickets.Reporting. We'll use the reporting tool to get the number of tickets opened, response times and can go into granular reports.Surveys. When tickets are closed, we automatically send out surveys to end users to get valuable feedback on how we did and what we can improve.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
Purpose based configuration- It would be beneficial to see a more purposed based, out of the box, configuration option. For example, if you need PCI compliance, more intuitive reporting would make managing compliance much easier.Initial design and implementation- Don't think that your experience as an IT professional will allow you to stand this system up on your own. To properly configure Footprints and set yourself up for success down the road, get Professional Services with this one.Somewhat behind the times- Service Core is making a huge leap forward with the latest version, 12, but Asset Core is far behind. There are quite a few quirks to how the application works and how it is used.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
It has been the business decision to go with them and that is what we will do. Going back, this would have not been the choice, but nothing can be done about it now. We are stuck with this application for years to come. Wish there were other possibilities that could be done.Incentivized
It's so simple to use and customize however you want. You can create new workspaces and workflows with ease, set up new users, incoming email rules, customize the layout of the forms, and even change the colors and logos. It's just very easily customizable overall. It's also really straightforward to figure out how to use, you really almost don't have to show somebody how to use it. If you just sit them down in front of it and let them look it over, they could figure it out themselves easily.Incentivized
I've had no issues with the support for FootPrints. We haven't really had to use them all that much over the years, but when needed they have always been prompt and knowledgeable at dealing with any issue. I've worked with a lot of different support teams over the years, and they have been one of my favorites to work with.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 was not involved in the selection process but in my opinion either SQL or Access databases would have worked just as well without the same amount of cost. These two systems would have been much easier to manage and would have tracked the same information in a less convoluted process and expense.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
It helps us with keeping projects on track, which saves timeWhen someone wants to know about a project, they are able to without calling aroundI have had a difficult time searching specifics, as how many tickets closed by me in 2021Incentivized
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