What users are saying about
47 Ratings
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Score 7.1 out of 100
42 Ratings
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Score 6.6 out of 100

Feature Set Ratings

    Incident and problem management

    8.6

    CA Service Management

    86%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    CA Service Management, with CA Service Desk Manager ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.7
    97%
    6 Ratings
    N/A
    0 Ratings

    Expert directory

    8.7
    87%
    5 Ratings
    N/A
    0 Ratings

    Service restoration

    8.4
    84%
    6 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.6
    86%
    6 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.9
    79%
    6 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    9.7
    97%
    6 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.5
    75%
    5 Ratings
    N/A
    0 Ratings

    ITSM asset management

    9.2

    CA Service Management

    92%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

    Configuration mangement

    9.7
    97%
    6 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Change management

    9.1

    CA Service Management

    91%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

    Change requests repository

    9.0
    90%
    6 Ratings
    N/A
    0 Ratings

    Change calendar

    8.6
    86%
    4 Ratings
    N/A
    0 Ratings

    Service-level management

    9.5
    95%
    5 Ratings
    N/A
    0 Ratings

    IT Asset Management

    CA Service Management

    Feature Set Not Supported
    N/A
    5.7

    BMC Track-It!

    57%
    BMC Track-It! ranks higher in 5/5 features

    Software and hardware inventory tracking

    N/A
    0 Ratings
    6.7
    67%
    15 Ratings

    License management

    N/A
    0 Ratings
    5.7
    57%
    15 Ratings

    Asset lifecycle monitoring

    N/A
    0 Ratings
    6.0
    60%
    12 Ratings

    Contract management

    N/A
    0 Ratings
    4.0
    40%
    9 Ratings

    Asset relationship management

    N/A
    0 Ratings
    6.3
    63%
    12 Ratings

    Attribute Ratings

    • CA Service Management, with CA Service Desk Manager is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    CA Service Management

    90%
    12 Ratings
    7.0

    BMC Track-It!

    70%
    18 Ratings

    Likelihood to Renew

    4.1

    CA Service Management

    41%
    6 Ratings

    BMC Track-It!

    N/A
    0 Ratings

    Support Rating

    CA Service Management

    N/A
    0 Ratings
    8.5

    BMC Track-It!

    85%
    8 Ratings

    Likelihood to Recommend

    Broadcom

    It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
    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

    Broadcom

    • A large community where, if help is needed, is usually very helpful and quick to respond.
    • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
    • Fairly easy installation of the product if recommendations are followed and prep-work is done.
    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

    Broadcom

    • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
    • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
    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

    Pricing Details

    CA Service Management

    Starting Price

    Editions & Modules

    CA Service Management editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      BMC Track-It!

      Starting Price

      Editions & Modules

      BMC Track-It! editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Broadcom

        While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
        Read full review

        BMC Software Inc.

        No answers on this topic

        Support Rating

        Broadcom

        No answers on this topic

        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

        Alternatives Considered

        Broadcom

        We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
        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

        Return on Investment

        Broadcom

        • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
        • CA Mobile app has provided agility and collaboration among IT Users and Customers.
        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

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