BMC Track-It!

Formerly Numara Track-It!

This was already in production when I stepped Into a leadership role. There was no urgency to change this. In a perfect world, we would have had more resources to help get the most out of the software.

Like the interface better than a few of the others but it could be time to re-evaluate them again to see what options are out there.

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.

BMC Track-It! has most of the functionality of most other helpdesk tracking systems, meaning it will not only track helpdesk requests but it will also do inventory, asset management, knowledgebase management, and reporting. Where it differs, at least with the older versions, is it was not web/cloud-based and this made it more difficult to set up/manage it.

Freshdesk, along with a number of other current helpdesk tracking systems, are primarily web/cloud-based. All that is really needed to get them up and running is buying the licensing through the vendor on their website, and the software can then be used through any web browser.

Wrike is a recent addition to our software inventory, which we are primarily using for Change Management and Project Management. Wrike does have a Service Desk (ticketing) functionality, but currently, it cannot do everything that BMC Track-It! can do in relation to ticketing. One feature that BMC Track-It! needs to include (that Wrike DOES have) is the ability to see total hours entered for the week on a real-time basis. You can see the hours billed in BMC Track-It!. You cannot get a real-time aggregation of all hours entered into various tickets unless you run a PowerBI or SQL report to get that info from the database.

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.

The only other ticket management system that I have used was internally created and while it was much better than BMC in regards to the interface and ease of use they pretty much have the same functionality. I was not part of the decision-making process to select Track–It, so I can't speak to how it stacks up against other software.

ConnectWise was far more robust with a lot more customization, project management features, templates, and documentation. It tied into other software that we needed to do our jobs. The interface was cleaner, the software was faster, and users had an easier time. Oversight was also much better.

That said, it was also far more expensive, and it was developed more for managed service providers and large companies than smaller enterprises like ours.

BMC Track-IT has great flexibility that ManageEngine and Spiceworks don't have, however, Spiceworks is absolutely free and for just a help desk ticketing system is a very solid solution. ManageEngine and ServiceDesk Plus have different modules that could help in different IT aspects and have better user and technician interface.

Track-It! has flexibility that ServiceNow couldn't offer us. We also didn't want a separate web portal. Track-It allows for more on premise links and integrations that we just couldn't do with ServiceNow.
Track-It! was more of a blank slate than the alternatives. It allows us to do more non-IT work in the system without having to make changes to how people work and track outside of the IT department.
We liked the reporting and storage solutions much better than the others offered.

Track-It! was less expensive and had similar features to the competition.

There is no product that comes close to the functionality that Track-It! has.

Cost initiative and ease of use