What users are saying about
35 Ratings
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Score 6.2 out of 100
6 Ratings
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Score 5 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

Snow License Manager

If you need to centralize your licensing and subscriptions, this solution will work. If you are running standard computers in an office, this will give you decent utilization statistics. If you have any non-persistent workstations, then it isn't going to be for you. If you aren't running the full packages of some major software, you'll have a lot of work to do to convince Snow that you are in compliance.It is heavily dependent on the data entry quality, so if you have a central person in charge of data entry it will be a good solution. If there are many hands entering license and software data, you may run into headaches.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

BMC Track-It!
6.4
Snow License Manager
Software and hardware inventory tracking
BMC Track-It!
6.5
Snow License Manager
License management
BMC Track-It!
7.1
Snow License Manager
Asset lifecycle monitoring
BMC Track-It!
7.0
Snow License Manager
Contract management
BMC Track-It!
5.4
Snow License Manager
Asset relationship management
BMC Track-It!
6.1
Snow License Manager

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

Snow License Manager

  • It can track if a software has been used and report back for utilization review.
  • It can monitor and alert on license and contact expiration, which helps eliminate the human factor with manual reminders.
  • There is a lot of flexibility in the software to handle your license information.
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

Snow License Manager

  • The reporting and searching tools are powerful, but are dependent on the person entering the data in a clean, uniform manner. We've had problems that rendered searches, primarily from data issues.
  • The utilization relies on clients writing back at assigned times, we have 'frozen' workstations that don't preserve data. This has led to many problems and manual configurations to get it working properly (and I don't think they all currently are).
  • The software identification can be troublesome. We've had many software 'alerts' that we were out of compliance because part of an application was detected as something else and then didn't match the product. Accuracy is definitely a problem.
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

Snow License Manager

No score
No answers yet
No answers on this topic

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

Snow License Manager

The deciding factor for the decision makers was the combination of license management and utilization statistics. Our desktop people wanted the utilization and reporting to be very granular and close to real time. Snow was purchased because they promoted their real time utilization in addition to the license management, alerting and reporting. To my knowledge, only Snow was given a proof of concept before the decision was made.
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

Snow License Manager

  • Utilization statistics have helped us to eliminate unused licenses and software.
  • The central repository has eliminated the multiple spreadsheets and folders, which also reduced the amount of time our asset manager spends looking up information for others.
  • The computer software mapping has helped our staff during computer upgrades. It allows them to see what software is installed on a current workstation without having to go and inspect the old computer itself. They can now look up the software that needs to be added to the new workstation, saving time.
Anonymous | TrustRadius Reviewer

Pricing Details

BMC Track-It!

General

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

Snow License Manager

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
Snow License Manager
5.0

Support Rating

BMC Track-It!
7.3
Snow License Manager

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