What users are saying about
22 Ratings
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Score 7.7 out of 100
42 Ratings
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Score 6.6 out of 100

Feature Set Ratings

    Incident and problem management

    5.3

    N-able MSP Manager

    53%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    N-able MSP Manager ranks higher in 7/7 features

    Organize and prioritize service tickets

    4.5
    45%
    4 Ratings
    N/A
    0 Ratings

    Expert directory

    3.5
    35%
    4 Ratings
    N/A
    0 Ratings

    Service restoration

    3.9
    39%
    2 Ratings
    N/A
    0 Ratings

    Self-service tools

    3.5
    35%
    4 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.3
    73%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.3
    73%
    3 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.3
    73%
    3 Ratings
    N/A
    0 Ratings

    ITSM asset management

    6.7

    N-able MSP Manager

    67%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    N-able MSP Manager ranks higher in 2/2 features

    Configuration mangement

    6.3
    63%
    3 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.2
    72%
    3 Ratings
    N/A
    0 Ratings

    Change management

    2.8

    N-able MSP Manager

    28%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    N-able MSP Manager ranks higher in 2/2 features

    Change calendar

    1.0
    10%
    1 Rating
    N/A
    0 Ratings

    Service-level management

    4.5
    45%
    4 Ratings
    N/A
    0 Ratings

    IT Asset Management

    N-able MSP Manager

    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

    • BMC Track-It! is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    4.0

    N-able MSP Manager

    40%
    4 Ratings
    7.0

    BMC Track-It!

    70%
    18 Ratings

    Support Rating

    3.9

    N-able MSP Manager

    39%
    4 Ratings
    8.5

    BMC Track-It!

    85%
    8 Ratings

    Likelihood to Recommend

    N-able

    It's a good company to grow with because as needs change there are more features available.
    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

    N-able

    • Web Based
    • Automated Ticket creation
    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

    N-able

    • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
    • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
    • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either 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

    Pricing Details

    N-able MSP Manager

    Starting Price

    Editions & Modules

    N-able MSP Manager 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

        Support Rating

        N-able

        They're good at resolving issues when they arise.
        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

        Alternatives Considered

        N-able

        MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
        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

        N-able

        • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
        • Searching for a ticket requires scrolling, wasting time
        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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