Likelihood to Recommend 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 ConnectWise RMM is well suited for my small IT business to keep track of my many clients that a company like mine with less than 5 employees to monitor in one interface. It is very easy to implement, monitor and setup alerts. The monitor of patching is one of the main reasons we went with ConnectWise RMM. We use their
ScreenConnect software as wells.
Read full review Pros 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 Provides lightweight, easy to install software agent to deploy to client devices Robust reporting, including hardware & installed software reports Provides generally stable service for remote access to client devices Read full review Cons 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 We lost some functionality with LogMeIn after moving to Command - starting services, adding users in the background on PCs Setting up MAC users is not easy resolving existing tickets in the portal - understanding the ConnectWise notes Account Management - Since ConnectWise took over, we have no idea who our account management team is. Patch Management needs more improvement Read full review Support Rating 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 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 Automate (
LabTech ) would be the aforementioned "heavy-duty" kind of RMM tool. It's big, it's complex, and very capable compared to Continuum Command. That said, the impetus is very much on the service provider to configure and maintain nearly 100% of the product, whereas in Continuum Command there is a lot that is maintained by their team for you. Even without paying for the premium NOC services, the cloud-first construction and other specific features (like the Windows patch testing and delaying, etc.) are clear wins over the more traditional RMMs like Automate. Automate certainly wins in the technical prowess department. Its scripting engine and level of customization are unrivaled across basically all of the rest of the tools out there. As such, it will be very interesting to see what happens now that these two products live under the same roof. Hopefully, someday, a powerful hybrid of the tool that ConnectWise can focus all development on that harness the positives of each. Keep your eyes peeled...
Read full review Return on Investment 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 The product upgrades stay up to date with our business needs. The product is an important part of our overall budget. The product helps with the planning and success of our Department. Read full review ScreenShots