BMC Helix ITSM (Remedy) vs. BMC Track-It!

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.5 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
BMC Track-It!
Score 6.3 out of 10
N/A
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.N/A
Pricing
BMC Helix ITSM (Remedy)BMC Track-It!
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)BMC Track-It!
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)BMC Track-It!
Considered Both Products
BMC Helix ITSM (Remedy)

No answer on this topic

BMC Track-It!
Chose BMC Track-It!
Wrike is a recent addition to our software inventory, which we are primarily using for Change Management and Project Management. Wrike does have a Service Desk (ticketing) functionality, but currently, it cannot do everything that BMC Track-It! can do in relation to ticketing. …
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)BMC Track-It!
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.9
45 Ratings
3% below category average
BMC Track-It!
-
Ratings
Organize and prioritize service tickets8.144 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration7.639 Ratings00 Ratings
Self-service tools8.743 Ratings00 Ratings
Subscription-based notifications7.634 Ratings00 Ratings
ITSM collaboration and documentation8.343 Ratings00 Ratings
ITSM reports and dashboards7.043 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
6% above category average
BMC Track-It!
-
Ratings
Configuration mangement9.138 Ratings00 Ratings
Asset management dashboard8.938 Ratings00 Ratings
Policy and contract enforcement7.931 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.0
42 Ratings
4% below category average
BMC Track-It!
-
Ratings
Change requests repository8.242 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.741 Ratings00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
BMC Track-It!
5.8
15 Ratings
26% below category average
Software and hardware inventory tracking00 Ratings6.815 Ratings
License management00 Ratings5.715 Ratings
Asset lifecycle monitoring00 Ratings6.012 Ratings
Contract management00 Ratings4.09 Ratings
Asset relationship management00 Ratings6.312 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)BMC Track-It!
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
ConnectWise RMM
ConnectWise RMM
Score 7.5 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Lansweeper
Lansweeper
Score 8.9 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.8 out of 10
Lansweeper
Lansweeper
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)BMC Track-It!
Likelihood to Recommend
7.6
(50 ratings)
7.0
(18 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
-
(0 ratings)
Support Rating
8.1
(18 ratings)
8.5
(8 ratings)
Implementation Rating
6.6
(4 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSM (Remedy)BMC Track-It!
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
Read full review
BMC Software Inc.
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.
Read full review
Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
Read full review
BMC Software Inc.
  • 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.
Read full review
Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
Read full review
BMC Software Inc.
  • 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.
Read full review
Likelihood to Renew
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
Read full review
BMC Software Inc.
No answers on this topic
Usability
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
Read full review
BMC Software Inc.
No answers on this topic
Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
Read full review
BMC Software Inc.
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.
Read full review
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
Read full review
BMC Software Inc.
No answers on this topic
Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
Read full review
BMC Software Inc.
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.
Read full review
Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
Read full review
BMC Software Inc.
No answers on this topic
Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
Read full review
BMC Software Inc.
  • 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.
Read full review
ScreenShots