What users are saying about
36 Ratings
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Score 6.4 out of 100
1 Ratings
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Score 10 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

Serviceware Processes (helpLine)

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

BMC Track-It!
6.4
Serviceware Processes (helpLine)
Software and hardware inventory tracking
BMC Track-It!
6.5
Serviceware Processes (helpLine)
License management
BMC Track-It!
7.1
Serviceware Processes (helpLine)
Asset lifecycle monitoring
BMC Track-It!
7.0
Serviceware Processes (helpLine)
Contract management
BMC Track-It!
5.4
Serviceware Processes (helpLine)
Asset relationship management
BMC Track-It!
6.1
Serviceware Processes (helpLine)

Incident and problem management

BMC Track-It!
Serviceware Processes (helpLine)
8.9
Organize and prioritize service tickets
BMC Track-It!
Serviceware Processes (helpLine)
10.0
Expert directory
BMC Track-It!
Serviceware Processes (helpLine)
9.0
Service restoration
BMC Track-It!
Serviceware Processes (helpLine)
6.0
Self-service tools
BMC Track-It!
Serviceware Processes (helpLine)
9.0
Subscription-based notifications
BMC Track-It!
Serviceware Processes (helpLine)
9.0
ITSM collaboration and documentation
BMC Track-It!
Serviceware Processes (helpLine)
10.0
ITSM reports and dashboards
BMC Track-It!
Serviceware Processes (helpLine)
9.0

ITSM asset management

BMC Track-It!
Serviceware Processes (helpLine)
8.3
Configuration mangement
BMC Track-It!
Serviceware Processes (helpLine)
9.0
Asset management dashboard
BMC Track-It!
Serviceware Processes (helpLine)
9.0
Policy and contract enforcement
BMC Track-It!
Serviceware Processes (helpLine)
7.0

Change management

BMC Track-It!
Serviceware Processes (helpLine)
10.0
Change requests repository
BMC Track-It!
Serviceware Processes (helpLine)
10.0
Service-level management
BMC Track-It!
Serviceware Processes (helpLine)
10.0

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

Serviceware Processes (helpLine)

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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

Serviceware Processes (helpLine)

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Anonymous | 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

Serviceware Processes (helpLine)

Serviceware Processes (helpLine) 9.0
Based on 2 answers
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
Anonymous | 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

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Anonymous | 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

Serviceware Processes (helpLine)

  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Anonymous | TrustRadius Reviewer

Pricing Details

BMC Track-It!

General

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

Serviceware Processes (helpLine)

General

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

Rating Summary

Likelihood to Recommend

BMC Track-It!
5.8
Serviceware Processes (helpLine)
10.0

Support Rating

BMC Track-It!
7.3
Serviceware Processes (helpLine)
9.0

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