#1 most frequent
United States of America
89.1%49 installations of 55
What is BMC Track-It!?
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.
Categories & Use Cases
Videos
Who Buys & Uses BMC Track-It!
#2 most frequent
Puerto Rico
3.6%2 installations of 55
#3 most frequent
Canada
1.8%1 installation of 55
BMC Track-It! Offers a lot, if you're willing to sift through the configs.
Pros
- There are a LOT of self-help documents to help get it configured.
- The email integration is fairly simple.
Cons
- 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.
Most Important Features
- Email integration
- Mutiple-tech support
- User self-help password reset
- Knowledgebase
Return on Investment
- The configuration is a bit daunting. We had the software for two years and never got it configured quite right.
- Spent a lot of wasted time trying to get the software to do what we wanted.
- We paid for licensing for two years and spent quite a few hours mailing back and forth with support. Overall, a loss.
Alternatives Considered
Mojo Helpdesk
Other Software Used
PDQ Deploy, Lansweeper, Ubiquiti Networks UniFi
BMC Track-It: not just a ticketing system
Pros
- Easy implementation and usage.
- Help desk tickets tracking.
- Assets management and network scanning features.
- Option to create sub-tickets for the main ticket or project and assign to different technicians.
Cons
- In my experience, we had performance issues that required restarting software services.
- The desktop app worked with a lot of errors and very low performance.
- Inventory module wasn't working very well. Hope in the most recent version it is fixed.
- Would be awesome to have project and change management modules.
Return on Investment
- I inherited that solution from a previous IT team and after a while, we made the decision to change the solution, so there is no ROI in my particular scenario.
- Performance issues increased time for ticket resolution.
Alternatives Considered
ServiceDesk Plus and Spiceworks
Other Software Used
Microsoft Office 365, Microsoft Azure, Sophos Intercept X, Windows Server, ServiceDesk Plus, VMware ESXi, Microsoft Exchange
BMC Track-It!....tried and true.
Pros
- Asset Management
- Help Desk Ticket Management
- Change Management
Cons
- Interface is outdated compared to others
- Initial setup was difficult
Most Important Features
- Ease of use for Ticket tracking
- Single pain of glass to keep track of support issues and asset management.
- Active Directory integration was necessary for us.
Return on Investment
- Overall a good investment on initial purchase
- Is more expensive than some of the other vendors
- Difficult to get support help with license when the renewal was forgotten.
Alternatives Considered
Zendesk Support Suite, Freshdesk and ManageEngine ServiceDesk Plus
Other Software Used
Microsoft Teams, GoToAssist Remote Support, GoToMeeting, Zoom
BMC Track-It! - Perfect for a smaller IT Department
Pros
- Track issues from certain staff - allows IT to notice if there are trends
- Create buckets in order to sort tickets and issues
- Assign tickets to specific technicians in order to promote accountability
Cons
- Not very easy to delete users or certain "tags" such as resolution codes, subtype, etc
- End users can create accounts and use up a license without being specifically provisioned
- Only simplistic ways to sort tickets
Most Important Features
- Assign tickets to IT technicians
- Create SLAs in order to track issues
- Have an easy to view UI that lets technicians easily see their workload
Return on Investment
- Easily able to see productivity of technicians
- Able to answer to SLAs due to easy view
- Limited amount of reports, a lot of data is missed that could be used to prevent further issues
Alternatives Considered
ServiceNow IT Service Management
Other Software Used
ServiceNow IT Service Management, Microsoft Planner, Microsoft Power BI
A help desk system that is good for tracking requests
Pros
- The interface, or overall layout, of the BMC Track-It! system is very good. It's fairly easy to use from the IT department/technician point of view. All the major categories are there, such as Help Desk (work order requests), Inventory, Solutions (KB articles), Inventory, Reports, etc.
- It also has a nice dashboard on the homepage that displays information in a bar graph and pie chart form on different categories related to the different features. Anyone in the IT department can visualize information to get a better idea of the work being done within BMC Track-It!
- From a technician's point of view, it is easy to create new work orders, and the actual work order requests have a lot of different information boxes to fill out for each request. Having this detailed information is key for running reports within BMC Track-It!
Cons
- One thing that needs improvement is the fact that the program doesn't necessarily run from the cloud/web, meaning it needs to be installed on each individual computer where it's used. The newest version that was just released may finally be cloud/web-based, but prior versions were not.
- Reporting. This feature seems somewhat complicated and not very intuitive. For this reason, our organization did not really use this feature of the software.
- Could not utilize a mobile app for the software, unlike many other tracking system software packages out there that offer an app so you can use their mobile version on any mobile devices.
Return on Investment
- 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.
Alternatives Considered
Freshdesk
Other Software Used
Microsoft Office 365, Freshdesk, TeamViewer