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BMC Track-It!

BMC Track-It!
Formerly Numara Track-It!

Overview

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.

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Recent Reviews

Track-It

7 out of 10
August 26, 2021
Incentivized
We have used this within IT. It has been an adequate tool for our helpdesk software. It does a good job of managing workflows for tickets …
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BMC Track-It!

7 out of 10
December 20, 2018
Incentivized
BMC 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 …
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BMC Track_IT

8 out of 10
March 20, 2018
We 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 …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 5 features
  • Software and hardware inventory tracking (15)
    6.8
    68%
  • Asset relationship management (12)
    6.3
    63%
  • Asset lifecycle monitoring (12)
    6.1
    61%
  • License management (15)
    5.7
    57%
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Pricing

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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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Flycast Partners | Demo BMC Track-It! to FootPrints Introduction #1 5.15.15

YouTube

Flycast Partners | Demo BMC Track-It! To FootPrints Incident Management #2 5.15.15

YouTube

Flycast Partners | Demo BMC Track-It! to FootPrints Work Flows and Reporting #4 5.15.15

YouTube
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Features

IT Asset Management

IT Asset Management software is designed to inventory all the hardware and software within an organization to aid decision-making

5.8
Avg 7.6
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Product Details

What is BMC Track-It!?

BMC Track-It! Video

BMC Track-It! Overview

BMC Track-It! Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.

Reviewers rate Software and hardware inventory tracking highest, with a score of 6.8.

The most common users of BMC Track-It! are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(41)

Attribute Ratings

Reviews

(1-15 of 15)
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August 26, 2021

Track-It

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We have used this within IT. It has been an adequate tool for our helpdesk software. It does a good job of managing workflows for tickets and helped with aspects of the service catalog. Our users have been somewhat happy with it but they did recognize the limitations too. It allows for surveys which makes life easier when assessing technicians' work.
  • accepting tickets
  • assigning tickets
  • Inventory
  • repoting
  • solutions
If you are looking for a budget product that does a job then this is definitely worth considering. It's not the best product on the market and has limitations without question. It does not have all the features that some of the major named products have but if you have basic needs this will do it. We also lacked the resources to get the most out of it.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC Track-It! is being used by the entire organization to keep track of IT assets as well as track and document Help Desk requests. All users have the ability to submit tickets for IT support related issues. This software allows us to track user issues, help with documenting change management, organizes asset management, purchasing documentation and allows a consistent place to keep track of all these areas in a single pain of glass.
  • Asset Management
  • Help Desk Ticket Management
  • Change Management
  • Interface is outdated compared to others
  • Initial setup was difficult
From a technician's point of view, it is extremely easy to create new work orders or tickets. It's also very simple to enter in data and keep track of the state of the ticket without taking too much time to keep it updated. I would love to see a cloud instance available to be able to make it a global installation as our company grows.
Michael Metalios | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Incentivized
BMC Track-it! was used as a secondary helpdesk ticketing system for our organization. I say secondary because we have two IT teams - Hardware, and Software - Software stuck with our old ticketing system. We went with BMC Track-it! because it appeared that it would handle our need to track issues. It was supposed to make it easier for the technicians to keep track of, and keep our users apprised of progress on issues.

  • There are a LOT of self-help documents to help get it configured.
  • The email integration is fairly simple.
  • 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.
This software would be excellent in a multi-tech, multi-user, multi-site environment. There are a LOT of options to configure to support situations with multiple techs and sites. Field service techs can take advantage of the mobile app. We're a non-profit, but it would work well for normal MSP or Consultant situations as well.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It was not used across the whole organization, but rather just our department. We had used it for a great many years up until recently, when we migrated from it. We still have access to its database to be able to pull old records/information out. It addressed our business problem of having a help desk/asset management solution that was a bit more affordable than the system our campus was using. It also addressed the fact that we wanted something that we had more control over in our environment.
  • 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!
  • 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.
It is well suited in environments that want a helpdesk tracking system that doesn't change a whole lot in terms of features/overall layout of the interface. This is good for organizations/companies that don't like a whole lot of change and want to just use a product without having to learn a whole lot of new things.

It is less appropriate for organizations/companies that want a helpdesk system that is industry standard or that is more popular among the masses. Track-It! would not be one of those.

It would also be less appropriate where you don't have a Systems Administrator or Database Administrator to manage the Track-It! database. This can be somewhat complicated to manage unless they had an understanding of databases and how to work with or manage them.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are utilizing the BMC Track-It! application primarily for our Information Technology department, but have also implemented it for our Maintenance department as well. This is used as our primary Service Desk ticketing system. The Maintenance department uses the application to keep track of maintenance requests (such as broken plumbing, burned out lights, HVAC issues).
  • Automated ticket creation ability is fantastic and really saves us time.
  • High-level of customization and integration with our Active Directory system.
  • Ability to create templates which can be used to speed up ticket creation as well as providing standardization.
  • 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.
The BMC Track-It! The application works pretty well as a ticketing system for Service Desk. We do not use it for Knowledgebase or Asset tracking since it seems there are better alternatives for managing those aspects. The ability to make auto-assigned tickets is beneficial. I can send an email to a specific address with a particular word in the subject, and that will automatically create a ticket and place it in my personal queue. This is very handy when you are busy and need to quickly make a ticket when you are away from your computer.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
We are using BMC Track-It! as our main ITSM. Our organization emails the service desk and it gets redirected to BMC Track-It!, then assigned to a technician.
  • Mass assignment of tickets
  • Mass addition of ticket notes
  • High level of customization
  • On 11.4: auto-assign to queues does not work.
  • On 11.4: email notifications to the user are very crowded and not easily read.
  • On 11.4: slow.
Well suited for basic ticket assignment and purchase order tracking. Less appropriate for change management use cases.
Score 2 out of 10
Vetted Review
Verified User
Incentivized
It is currently being used by the whole organization to manage help desk tickets. It is an IT-owned software that is leveraged by different groups in the company. I am not sure if it is the only ticket management solution, but it is the only one that I am aware of.
  • 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.
  • The user interface is very dated and simple. It reminds of opening an application using Windows 95. All you can see is text and gray boxes. It is not user-friendly. It may be the version of the system and we may have an older version that just hasn't been updated.
  • The process of closing a case can be cumbersome until you get to know the system.
  • It should be easier to attach case documents, like dragging and dropping. Again this maybe because we have an older version of the software. You currently have to browse and select all attachments.
I think it is appropriate for a small business that has a stable user base. If you are a large company with a high level of turnover, using this system could translate into a lot of time training users how to use it. There are some specific nuances that users need to be aware of.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I use BMC Track-It! as our company's help desk ticketing system and for asset tracking. Every employee in our organization submits tickets through Track-It, and we in IT then use it to manage the work required for their needs. It also keeps a database of all the machines on the network as we add or remove assets. All of this addresses the business need for an efficient IT department that can triage and respond to issues appropriately.
  • Ticketing: This is the primary function of Track-It for us and it does it fairly well. Users log on to a portal and enter the data we've set as required for all tickets. We did require some customization to force them to include their managers, but everything else works right out of the box. It allows users to set priorities, enter a summary, the type of issue (network, software, &c.), and then a detailed description. They can also attach files or screenshots. Tickets auto-assign to technicians based on work role.
  • Asset Tracking: The other important element for us is keeping an inventory of all the PCs and servers we have throughout our enterprise. This actually ties into the ticketing system, as well, as it lists the asset the user is having an issue with. For example, if a user puts in a ticket that their PC needs a piece of software installed, the asset tracking system is configured to add the name of their PC automatically. This can be changed in case the ticket is about a different asset, too.
  • Workflow: Like any ticketing system should, BMC Track-It helps us with our ticketing and project workflow. We can pass tickets around to other techs, either because of a particular skillset or for escalation. Notes, attachments, and ticket history help us keep track.
  • Multiple Techs: It would be nice if there was a way for multiple techs to be assigned instead of having to pass the ticket off and hoping it gets done. Sometimes, this makes it tough to follow up or to make sure the end user is being taken care of.
  • Templates: There is a ticket template system, but it is not very robust. In fact, it's fairly useless, at least for our business. It's clunky and cumbersome. While you can set up separate tickets that tie into a template (say, for a new user, where different techs have different pieces to take care of), in order to do that, the template has to be manually applied, and each sub ticket manually created with all the info from the parent ticket re-entered manually. Every. time.
  • Integration: Track-It does not integrate well with any other software. It only has IMAP and POP3 for email, so no direct tie into Exchange. There's no way to tie in softphone features or chat integration (for example with Cisco Jabber). This may not be a major issue, but there are definitely competitive products that do this.
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.
Valery Mezentsau | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC Track-It was used at one of my previous companies as the main IT Service Desk solution for a few years. It was used only by the IT department.
  • 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.
  • 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.
BMC Track-It is a good solution, tickets auto-creation via email worked very well. Categories and forms creation flexibility was helpful. However, for our environment and a large number of users we had given up with performance and "bugs" issues and IT management decided to go to a different solution.
December 20, 2018

BMC Track-It!

Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC 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.
Track-It! is perfect if a company only wants to keep track of tickets, assign them to technicians, and report off of that data. I would not recommend to use the other components that have within the product (purchasing, training, KB, etc.) is perhaps not worth implementing. There are other products that do this better.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We 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.
If you are looking for a flexible, highly customizable ticketing or work management tool, this will work for you. It will allow you to create (or use your existing) escalation workflows and tracking. You don't have to adjust to the structure of the software, it can be easily customized to you. The email ticket routing works well and is relatively simple to set up. You can customize the reports to get the very specific data you want.

If you don't have a structure for tickets or projects, this doesn't have a built-in structure for you. So if you are looking for a solution to provide an escalation and workflow system for you, this may not be for you. There are products and services out there that have rigid structures in place already that may be a better fit.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BMC 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.
Help desk ticketing auto creation via email worked very well. As an administrator, you have to take the time to set up all forms and possible scenarios for incoming tickets. Once you do you can easily route any type of incoming email to the correct help desk group and automatically reply with information for the user. Our users specifically required tickets created through email as they would not use a portal. This functionality worked well in BMC Track-It.
Jacquie Harrison | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Track-It! is a fantastic product! We use it to manage our inventory and helpdesk. Track-it! makes our helpdesk run at peak efficiency by equally distributing the work order tickets throughout the helpdesk in an even distribution. We use the self-service module so our users can enter the work orders themselves and unlock their password. The asset module tracks our computers and what software has been loaded on them. It helps us stay in compliance.
  • Manage work order/helpdesk tickets
  • Track assets
  • Track software usage
  • Track when the computer needs to be replaced
  • The change management module
  • Interfacing their purchasing module with an ERP type system
It is perfect for anywhere you want to track incoming requests.
March 28, 2017

BMC Track-IT! Review

Score 9 out of 10
Vetted Review
Verified User
Our IT dept uses Track-IT! to log all issues and find patterns in apps. It also allows our users to enter tickets and search for solutions that help/increase their productivity. We've been able to complete more tickets and reduce staff by using Track-IT!
  • Scalability and customization are very important. Also, the ability to find the documentation.
  • Change management built into the software was crucial when creating our service desk.
  • Granular permission settings helped secure the app within our environment.
  • The Inventory module could use some work. The auto reconsiliation feature does not work well.
Any organization that's less than 250 employees and has a smaller IT staff - this is your all in one solution.
March 28, 2017

BMC Track-IT! Review

Joseph Haynes | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
BMC Track-IT! was a great implementation for our organization because it streamlined the ability to organize tickets and prioritize order of urgency and allowed work-note checking. It allowed us to put a process in place that not only audited the workforce but provided a way to look back at previous problems and find root causes.
  • Asset Management
  • Ticket Tracking
  • Inventory Audit
  • Budget
  • SQL Base
  • Scan audit capibility
Great for IT Help desk and task appropriations - it really seems to keep users on track.
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