What users are saying about
36 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
360 Ratings
36 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.4 out of 100

ServiceNow IT Service Management

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
360 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

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

ServiceNow IT Service Management

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

BMC Track-It!
6.4
ServiceNow IT Service Management
Software and hardware inventory tracking
BMC Track-It!
6.5
ServiceNow IT Service Management
License management
BMC Track-It!
7.1
ServiceNow IT Service Management
Asset lifecycle monitoring
BMC Track-It!
7.0
ServiceNow IT Service Management
Contract management
BMC Track-It!
5.4
ServiceNow IT Service Management
Asset relationship management
BMC Track-It!
6.1
ServiceNow IT Service Management

Incident and problem management

BMC Track-It!
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
BMC Track-It!
ServiceNow IT Service Management
8.8
Expert directory
BMC Track-It!
ServiceNow IT Service Management
7.9
Service restoration
BMC Track-It!
ServiceNow IT Service Management
7.9
Self-service tools
BMC Track-It!
ServiceNow IT Service Management
8.2
Subscription-based notifications
BMC Track-It!
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
BMC Track-It!
ServiceNow IT Service Management
8.8
ITSM reports and dashboards
BMC Track-It!
ServiceNow IT Service Management
8.6

ITSM asset management

BMC Track-It!
ServiceNow IT Service Management
7.9
Configuration mangement
BMC Track-It!
ServiceNow IT Service Management
8.2
Asset management dashboard
BMC Track-It!
ServiceNow IT Service Management
8.0
Policy and contract enforcement
BMC Track-It!
ServiceNow IT Service Management
7.6

Change management

BMC Track-It!
ServiceNow IT Service Management
8.6
Change requests repository
BMC Track-It!
ServiceNow IT Service Management
8.8
Change calendar
BMC Track-It!
ServiceNow IT Service Management
8.5
Service-level management
BMC Track-It!
ServiceNow IT Service Management
8.6

Pros

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

ServiceNow IT Service Management

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Cons

BMC Track-It!

  • Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.
  • The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.
  • It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 7 answers
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.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

BMC Track-It!

BMC Track-It! 7.3
Based on 4 answers
I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 8.3
Based on 36 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
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.
Randall Hodgins | TrustRadius Reviewer

Alternatives Considered

BMC Track-It!

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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

BMC Track-It!

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

BMC Track-It!

  • We were able to consolidate down to one ticketing system and build it to fit our needs without any extra add ons.
  • Adoption did have some trouble with people trying to manipulate the data entry system to match the reports they wanted. This resulted in some wasted time as the system was reset and those individuals were removed from the implementation team.
  • This was able to eliminate many spreadsheets for tracking project work. This eliminated 'lost' projects and work and kept progress going forward.
  • The built in reporting replaced hours of work creating reports out of spreadsheets and emails.
  • We moved our help documents to their Solutions knowledge base and were able to eliminate a separate wiki server for holding that information.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Pricing Details

BMC Track-It!

General

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

ServiceNow IT Service Management

General

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

Rating Summary

Likelihood to Recommend

BMC Track-It!
5.7
ServiceNow IT Service Management
8.3

Likelihood to Renew

BMC Track-It!
ServiceNow IT Service Management
10.0

Usability

BMC Track-It!
ServiceNow IT Service Management
10.0

Reliability and Availability

BMC Track-It!
ServiceNow IT Service Management
10.0

Performance

BMC Track-It!
ServiceNow IT Service Management
9.0

Support Rating

BMC Track-It!
7.3
ServiceNow IT Service Management
8.3

Online Training

BMC Track-It!
ServiceNow IT Service Management
1.0

Implementation Rating

BMC Track-It!
ServiceNow IT Service Management
10.0

Scalability

BMC Track-It!
ServiceNow IT Service Management
10.0

Add comparison