TrustRadius
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.https://dudodiprj2sv7.cloudfront.net/product-logos/tg/cO/T0E4TUMMT7EW.pngBMC Software Inc.BMC Track-It!2018-12-20T01:03:59.442ZBMC Track-It! has been used by our company for over eight years. We use it to keep track of our day to day requests for support by all of our users and also use it as a tool to help us do annual reviews for our technicians. In addition, since it has mobile access, tech are easily able to update the status of their tickets in real time as they complete them out in the field.,Integration into Exchange to access email.
Great Reporting.
Easy to use web-based app to create, log, update, and close tickets.,The inventory client does not work well. Extra overhead that is not needed.
Change control could use improvement.
The application seems to be a stepchild within BMC after it was purchased. Rare updates for the product.,7,Throughout the past eight years, Track-It! has helped our department gauge salary increases and even the ability to perhaps downsize if need be.,Spiceworks and BMC FootPrints Service CoreVerified UserBMC Track_IT2018-03-20T14:52:34.600ZWe use BMC Track-IT for our workstation and server inventory. It's a pretty easy tool to get the hang of.
However, it does not contain all of the features you may expect in an inventory software. The main drawback is the ability to customize fields that are already in the software.,Ease of use. Fairly easy to pick up quickly for first time users
Pulling information from clients,Customization of inventory fields apparently not available
Sometimes information pulled through Track-IT is inaccurate,8,Has given us an opportunity to more accurately gauge what equipment we haveChristopher BogartBuild your ticketing system the way you want and need, but watch for GIGO2017-12-15T19:16:00.173ZWe are using the Track-It! as our IT ticketing system, and for project management and work logging. It is mostly used by our IT department, but we do have our facilities department trying it to use for their ticketing system. It has helped to track work and projects in IT and also helped us to eliminate a separate help desk software for reporting and working on support requests and issues.,Crystal Reports allow for custom reports to fill whatever need you have.
An open design lets you create the workflows, ticket menus and other structures just how you want.
The email submission feature works well both directly and using web forms to submit and route tickets effectively.
The ability to create master project tickets and then assignment tickets for individual tasks/contributions works very well to organize, track, and report project tasks.,Track-It! is a wide open space. If you have too many people creating categorizations and settings on their own, it can get messy quickly.
We have had issues with tickets not properly getting released and closed, which prevents someone else from working on or adding notes to the ticket. This has improved with some updates, but if a user leaves a ticket open on their computer, it stays locked out until it is closed or their client is closed.
As tickets get older and larger, the performance of the desktop app gets very slow and hangs the application.
The desktop app isn't installed like a full application, but installs into the person's profile. It has made distributing, tracking, and troubleshooting the application difficult. I know they are pushing towards using the web app, but many prefer the desktop application.,7,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.,Spiceworks and ServiceNow,Snow License Manager, Microsoft Exchange, Skype for Business, Veeam Backup & ReplicationVerified UserBMC Track-It! works well under pressure2017-07-19T16:05:00.160ZBMC Track-It! is currently being used by our IT help desk org. We primarily use it as a help desk ticketing system, however, we also make use of the asset management and license tracking functions as well. The biggest benefit was the ability to create robust workflows based on emails to the help desk. This allowed us to properly identify and prioritize incoming tickets.,Creating workflows based on keywords in email subject or body.
Asset management using network scanning.
License tracking.,Track-It! works well for our organization of up to 200 users. I don't know how well it would scale out beyond that.
Initial set up can be frustrating and challenging. Setting up forms is a tedious process.
There were occasions where functionality was missing, support logged a request ticket and nothing came of it.,7,Our previous ticketing system was free so ROI is difficult to measure.,LANDesk Management Suite and ZendeskVerified UserUse Track-It!2017-05-22T17:57:56.648ZWe use BMC Track-It! extensively in our IT department. We use it for tracking all of our work orders, checking equipment in and out, keeping up with our inventory, both deployed and back stock, we use it for Solutions and our Self-Service portal, Change Management. We use features like scheduled work orders and and SLA tracking. And we are deploying more and more of Track-It!'s features all the time. It keeps us organized and running as efficiently as possible. I cannot recommend this product enough for someone's IT department.,Easy to implement.
Ease of use.
Lots of features.,Not for really large organizations.
Reporting module is not intuitive or easy to use at all.,10,Great ROIAdam Hummer
Unspecified
BMC Track-It!
23 Ratings
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