BMC Track-It! vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Track-It!
Score 3.5 out of 10
N/A
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.N/A
Spiceworks Help Desk
Score 8.3 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
BMC Track-It!Spiceworks Help Desk
Editions & Modules
No answers on this topic
All Tiers
Free
Offerings
Pricing Offerings
BMC Track-It!Spiceworks Help Desk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Track-It!Spiceworks Help Desk
Considered Both Products
BMC Track-It!
Chose BMC Track-It!
BMC Track-IT has great flexibility that ManageEngine and Spiceworks don't have, however, Spiceworks is absolutely free and for just a help desk ticketing system is a very solid solution. ManageEngine and ServiceDesk Plus have different modules that could help in different IT …
Chose BMC Track-It!
Track-It! has flexibility that ServiceNow couldn't offer us. We also didn't want a separate web portal. Track-It allows for more on premise links and integrations that we just couldn't do with ServiceNow.
Track-It! was more of a blank slate than the alternatives. It allows …
Chose BMC Track-It!
Cost initiative and ease of use
Spiceworks Help Desk
Chose Spiceworks Help Desk
Based on pervious experience with different solutions we were reviewing BMC Track-It, ManageEngine ServiceDesk Plus and a few less common solutions. We were comparing needed functionality vs deployment process vs price.
Spiceworks won based on two of three points.
Chose Spiceworks Help Desk
Spiceworks is a multifaceted tool. Speaking of helpdesk I find it easier to use than BMC Track-It and so does the staff.
Top Pros
Top Cons
Features
BMC Track-It!Spiceworks Help Desk
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
BMC Track-It!
5.8
15 Ratings
27% below category average
Spiceworks Help Desk
-
Ratings
Software and hardware inventory tracking6.815 Ratings00 Ratings
License management5.715 Ratings00 Ratings
Asset lifecycle monitoring6.112 Ratings00 Ratings
Contract management4.09 Ratings00 Ratings
Asset relationship management6.312 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Track-It!
-
Ratings
Spiceworks Help Desk
7.4
54 Ratings
6% below category average
Organize and prioritize service tickets00 Ratings7.453 Ratings
Expert directory00 Ratings5.646 Ratings
Subscription-based notifications00 Ratings7.241 Ratings
ITSM collaboration and documentation00 Ratings6.444 Ratings
Ticket creation and submission00 Ratings9.153 Ratings
Ticket response00 Ratings8.752 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Track-It!
-
Ratings
Spiceworks Help Desk
7.3
51 Ratings
6% below category average
External knowledge base00 Ratings8.847 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Track-It!
-
Ratings
Spiceworks Help Desk
5.3
51 Ratings
37% below category average
Customer portal00 Ratings6.145 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.126 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
BMC Track-It!Spiceworks Help Desk
Small Businesses
ConnectWise RMM
ConnectWise RMM
Score 8.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Track-It!Spiceworks Help Desk
Likelihood to Recommend
7.0
(18 ratings)
8.8
(82 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(29 ratings)
Usability
-
(0 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
8.5
(4 ratings)
8.7
(26 ratings)
Implementation Rating
-
(0 ratings)
10.0
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
BMC Track-It!Spiceworks Help Desk
Likelihood to Recommend
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.
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Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
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Pros
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.
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Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
Read full review
Cons
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.
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Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
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Likelihood to Renew
BMC Software Inc.
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
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Usability
BMC Software Inc.
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Spiceworks Ziff Davis
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
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Support Rating
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.
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Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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Implementation Rating
BMC Software Inc.
No answers on this topic
Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
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Alternatives Considered
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.
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Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
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Return on Investment
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.
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Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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ScreenShots