What users are saying about
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.9 out of 100
46 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.1 out of 100

Likelihood to Recommend

CA Service Management

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.)
Anonymous | TrustRadius Reviewer

BMC Track-It!

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

CA Service Management
8.6
BMC Track-It!
Organize and prioritize service tickets
CA Service Management
9.7
BMC Track-It!
Expert directory
CA Service Management
8.7
BMC Track-It!
Service restoration
CA Service Management
8.4
BMC Track-It!
Self-service tools
CA Service Management
8.6
BMC Track-It!
Subscription-based notifications
CA Service Management
7.9
BMC Track-It!
ITSM collaboration and documentation
CA Service Management
9.7
BMC Track-It!
ITSM reports and dashboards
CA Service Management
7.5
BMC Track-It!

ITSM asset management

CA Service Management
9.2
BMC Track-It!
Configuration mangement
CA Service Management
9.7
BMC Track-It!
Asset management dashboard
CA Service Management
10.0
BMC Track-It!
Policy and contract enforcement
CA Service Management
8.0
BMC Track-It!

Change management

CA Service Management
9.1
BMC Track-It!
Change requests repository
CA Service Management
9.0
BMC Track-It!
Change calendar
CA Service Management
8.6
BMC Track-It!
Service-level management
CA Service Management
9.5
BMC Track-It!

IT Asset Management

CA Service Management
BMC Track-It!
5.8
Software and hardware inventory tracking
CA Service Management
BMC Track-It!
6.5
License management
CA Service Management
BMC Track-It!
5.9
Asset lifecycle monitoring
CA Service Management
BMC Track-It!
6.2
Contract management
CA Service Management
BMC Track-It!
4.1
Asset relationship management
CA Service Management
BMC Track-It!
6.3

Pros

CA Service Management

  • 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.
Anonymous | TrustRadius Reviewer

BMC Track-It!

  • 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.
Anonymous | TrustRadius Reviewer

Cons

CA Service Management

  • 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.
Jamedith Pewu | TrustRadius Reviewer

BMC Track-It!

  • 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.
Michael Metalios | TrustRadius Reviewer

Likelihood to Renew

CA Service Management

CA Service Management 4.1
Based on 6 answers
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.
Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer

BMC Track-It!

No score
No answers yet
No answers on this topic

Support Rating

CA Service Management

No score
No answers yet
No answers on this topic

BMC Track-It!

BMC Track-It! 8.6
Based on 7 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

CA Service Management

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.
Anonymous | TrustRadius Reviewer

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 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.
Anonymous | TrustRadius Reviewer

Return on Investment

CA Service Management

  • 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.
Farooq Hussain | TrustRadius Reviewer

BMC Track-It!

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

CA Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

BMC Track-It!

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

CA Service Management
9.0
BMC Track-It!
6.8

Likelihood to Renew

CA Service Management
4.1
BMC Track-It!

Support Rating

CA Service Management
BMC Track-It!
8.6

Add comparison