BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.
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vRealize Configuration Manager (discontinued)
Score 9.2 out of 10
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VMware's vRealize Configuration Manager (formerly vCenter Configuration Manager) was a change and configuration management software solution. VMware announced the end of the product's availability in January, 2020.
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.
If you want the best compatibility with VMware products, this is it. There are other HyperVisor platforms out there, however, this software is native to VMWare. Reduces potential security threats through a unified approach to configuration management across the physical and virtual infrastructure.
Active monitoring of Syslog and notifications based upon the matching conditions.
Change management- Changes can be pushed to several system from one place. It also keeps the record of what changes and who made the change even if the changes has not been made through VMware vCenter Configuration Manager.
Robust reporting feature- Enhanced filters features and report generation in excel format presents the data in readable and to the point.
Integration with ticketing tool further ensures that changes are approved before implementation.
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.
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.
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.
