BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.
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ServiceNow IT Service Management
Score 8.4 out of 10
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Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.
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Pricing
BMC Track-It!
ServiceNow IT Service Management
Editions & Modules
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ITSM Standard
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Offerings
Pricing Offerings
BMC Track-It!
ServiceNow IT Service Management
Free Trial
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Free/Freemium Version
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Premium Consulting/Integration Services
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Entry-level Setup Fee
No setup fee
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Additional Details
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ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
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Community Pulse
BMC Track-It!
ServiceNow IT Service Management
Considered Both Products
BMC Track-It!
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Chose BMC Track-It!
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 …
Depending on your organization size, you have to be very particular with the ITSM that you choose. Track-It! does the work we need it to right now. However, we will soon need to use something like Jira in order to become a next-generation service desk.
Track-It! has flexibility that ServiceNow couldn't offer us. We also didn't want a separate web portal. Track-It allows for more on premise links and integrations that we just couldn't do with ServiceNow. Track-It! was more of a blank slate than the alternatives. It allows …
ServiceNow is much better than BMC Track-It! in almost every way. ServiceNow has a much easier-to-edit Knowledge Base system, while BMC's system is about the same as making a post in Notepad. ServiceNow is also much better at sorting fields, as it has attributes that can be …
When we reviewed BMC offerings and compared with ServiceNow in late 2012, ServiceNow had the most flexibility and I believe still has the most flexibility if you're comfortable with the underlying platform and have a strong guiding service philosophy. You can make the tool do …
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.
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
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.
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
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.
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
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.
Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
