What users are saying about
36 Ratings
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Top Rated
140 Ratings
36 Ratings
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Score 6.4 out of 100

SolarWinds Service Desk

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Top Rated
140 Ratings
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Score 8.3 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

SolarWinds Service Desk

Solarwinds Service Desk strikes a good balance between cost and features. If you're an organization without any tools for incident management, process workflows, or vendor management, then Solarwinds Service Desk will be a huge improvement. Service Desk has more features than other products in the same tier. We compared Solarwinds Service Desk to Zendesk but found that Zendesk was missing key capabilities.For larger organizations or organizations with more sophisticated project management, dashboard, incident management, asset tracking needs... as well as larger budgets... something like ServiceNow or TeamDynamix would be a better choice. The key takeaway for Solarwinds Service Desk is that it has many features at a fraction of the cost of the big players in this space. It won't be as customizable as the more expensive models but it will help you mature your ITSM and help with organization wide process improvement.
Kevin Staton | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

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

Incident and problem management

BMC Track-It!
SolarWinds Service Desk
7.5
Organize and prioritize service tickets
BMC Track-It!
SolarWinds Service Desk
9.0
Expert directory
BMC Track-It!
SolarWinds Service Desk
7.0
Service restoration
BMC Track-It!
SolarWinds Service Desk
6.5
Self-service tools
BMC Track-It!
SolarWinds Service Desk
7.5
Subscription-based notifications
BMC Track-It!
SolarWinds Service Desk
7.9
ITSM collaboration and documentation
BMC Track-It!
SolarWinds Service Desk
8.0
ITSM reports and dashboards
BMC Track-It!
SolarWinds Service Desk
6.5

ITSM asset management

BMC Track-It!
SolarWinds Service Desk
7.0
Configuration mangement
BMC Track-It!
SolarWinds Service Desk
7.0
Asset management dashboard
BMC Track-It!
SolarWinds Service Desk
7.0
Policy and contract enforcement
BMC Track-It!
SolarWinds Service Desk
6.9

Change management

BMC Track-It!
SolarWinds Service Desk
7.7
Change requests repository
BMC Track-It!
SolarWinds Service Desk
8.4
Change calendar
BMC Track-It!
SolarWinds Service Desk
7.2
Service-level management
BMC Track-It!
SolarWinds Service Desk
7.7

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

SolarWinds Service Desk

  • Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
  • Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
  • Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
Steve Taylor | 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

SolarWinds Service Desk

  • Development timelines are not clearly communicated. It's hard to know if/when a request will be implemented.
  • Awaiting input tickets with responses from users don't automatically go back to in progress.
  • Not as much fine-grained configurability of options as you'll see in the larger enterprise systems. If it fits your needs, it's great, but if it doesn't, it can be a bit inflexible. It's important to trial it out first and have a list of your non-negotiables before you buy.
Ryan Lemaster | TrustRadius Reviewer

Likelihood to Renew

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 4 answers
We strongly wish to renew and continue to use Solarwinds Service Desk. We've spent almost a year learning the ins and outs of the system and have gotten used to it. The only thing that may keep us from renewing would be executives. If they decide they want a new system (for whatever reason), we will likely explore other options.
Treyce Miller | TrustRadius Reviewer

Usability

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.6
Based on 5 answers
It is very easy to create tickets and assign them to one of my employees to take care of. Some recent changes have been made to the interface when creating new tickets and it is now less intuitive on where you add tags for the ticket. I wish that previously used tags became an option to select or got automatically added as sub categories to my created categories. Overall though it is very easy to use and I am thankful we have it.
Connie Inman | TrustRadius Reviewer

Reliability and Availability

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.3
Based on 7 answers
For the most part the availability is fine. However, every now and then we have an issue where the system is very slow to respond. It can go from 2-5 seconds to load a page to 15-20 seconds to load a page. That doesn't seem like much. But, when you spend most of your day in the system, those extra seconds add up.
Treyce Miller | TrustRadius Reviewer

Performance

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.9
Based on 4 answers
We don't integrate Solarwinds with any other software or system so I can't comment on that, but the few times there has been an outage for SolarWinds/Samanage the notification has come quickly that there is an outage and they're working on it. Overall though everything loads quickly and it is very reliable
Connie Inman | 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

SolarWinds Service Desk

SolarWinds Service Desk 7.9
Based on 83 answers
Solarwinds offers a chat feature on the website and usually someone is there answering my concern within 5-15 mins at the longest. I have done the email support as well and I always receive a response, same business day. Support staff have always been very knowledgeable and have resolved my issue/concern first contact.
Allan Eisenhauer | TrustRadius Reviewer

Online Training

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.9
Based on 3 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | 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

SolarWinds Service Desk

Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about their product and I felt they didn't give me enough attention in my evaluation process.
Sebastian Pereira | TrustRadius Reviewer

Scalability

BMC Track-It!

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
The amount of customization that can be done in this software allows for almost unlimited scalability. I do not know specifically how to do it, but support did tell us that we could create rules and functions for particular users allowing for separation of departments within the Solarwinds Service Desk software.
Treyce Miller | 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

SolarWinds Service Desk

  • Allows us to track costs of our incidents, changes, and services.
  • We can easily analyze performance and efficiency of our resources.
  • Allows for reporting of costs of subscription services and purchase orders, which can be attached to each incident, request, or inventory item.
Matthaniel Cowell | TrustRadius Reviewer

Screenshots

BMC Track-It!

Pricing Details

BMC Track-It!

General

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

SolarWinds Service Desk

General

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

Rating Summary

Likelihood to Recommend

BMC Track-It!
5.7
SolarWinds Service Desk
8.2

Likelihood to Renew

BMC Track-It!
SolarWinds Service Desk
8.2

Usability

BMC Track-It!
SolarWinds Service Desk
7.6

Reliability and Availability

BMC Track-It!
SolarWinds Service Desk
7.3

Performance

BMC Track-It!
SolarWinds Service Desk
7.9

Support Rating

BMC Track-It!
7.3
SolarWinds Service Desk
7.9

Online Training

BMC Track-It!
SolarWinds Service Desk
8.2

Implementation Rating

BMC Track-It!
SolarWinds Service Desk
7.9

Scalability

BMC Track-It!
SolarWinds Service Desk
7.7

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