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

SysAid

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46 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.5 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

SysAid

This tool is easy to configure from scratch, there is documentation of each of the characteristics and depending on the license acquired these characteristics can improve and in the same way they are not complex to implement. Additionally, if there is a need, SysAid offers support in several languages, in my case in Spanish at times where it is required, and allows cases to be escalated in the same way, I write in Spanish to make myself understood better and the advisor and/or SysAid Engineer attends my request in a very correct way.
Andres Espinosa | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

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

Incident and problem management

BMC Track-It!
SysAid
5.9
Organize and prioritize service tickets
BMC Track-It!
SysAid
6.4
Expert directory
BMC Track-It!
SysAid
7.0
Service restoration
BMC Track-It!
SysAid
4.4
Self-service tools
BMC Track-It!
SysAid
6.3
Subscription-based notifications
BMC Track-It!
SysAid
8.0
ITSM collaboration and documentation
BMC Track-It!
SysAid
6.2
ITSM reports and dashboards
BMC Track-It!
SysAid
2.9

ITSM asset management

BMC Track-It!
SysAid
7.0
Configuration mangement
BMC Track-It!
SysAid
7.9
Asset management dashboard
BMC Track-It!
SysAid
5.4
Policy and contract enforcement
BMC Track-It!
SysAid
7.6

Change management

BMC Track-It!
SysAid
7.3
Change requests repository
BMC Track-It!
SysAid
7.3
Change calendar
BMC Track-It!
SysAid
7.4
Service-level management
BMC Track-It!
SysAid
7.1

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

SysAid

  • Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
  • Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
  • Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
Dave Joseph | 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

SysAid

  • It is a very powerful system with lots of potential. However, it is also very complex and needs users to tune it or customize it before it can meet the organization's needs.
  • The company is based in Israel. Depending on the level of the issues, sometimes there could be a time gap between the email conversations caused by the time zone difference.
Tony Tan | TrustRadius Reviewer

Usability

BMC Track-It!

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.6
Based on 3 answers
It definitely requires a lot of getting used to. The layout and UI is very technical. I could imagine IT people would get a grasp of it quickly, but regular end users not so much.
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

SysAid

SysAid 8.1
Based on 17 answers
I give them 9 because I think they still can improve this, and giving the 10, means they can relax because everything is OK. IT, including support, is dynamic, and I believe all vendors should always look at better ways of engaging their clients, even if it means establishing an expert group among users, where simple cases can be relayed to those groups to resolve, and of course with some form of incentives.
Corus Mabulwana | 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

SysAid

SysAid is much easier to use and have proper tech support. We'd use "RT" but this one was free and no support included. RT also had a very small database so we had a few problems when the number of tickets started to grow.
Paulo Tracanas | 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

SysAid

  • Sysaid has been able to reduce our resolution time from 3 days to 1 day.
  • It has allowed us to prioritize the more important issues and improve uptime from 98% to 99%.
  • It has improved the efficiency within the department by 25%.
Avinash Rambeharry | TrustRadius Reviewer

Screenshots

Pricing Details

BMC Track-It!

General

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

SysAid

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

BMC Track-It!
5.7
SysAid
7.2

Usability

BMC Track-It!
SysAid
8.6

Support Rating

BMC Track-It!
7.3
SysAid
8.1

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