Track-It
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 …
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.
Recent Reviews
Awards
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Popular Features
- Software and hardware inventory tracking (15)6.868%
- Asset relationship management (12)6.363%
- Asset lifecycle monitoring (12)6.161%
- License management (15)5.757%
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
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- 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
Features
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Product Details
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What is BMC Track-It!?
BMC Track-It! Video
BMC Track-It! Overview
BMC Track-It! Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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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Reviews and Ratings
(41)Attribute Ratings
Reviews
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August 26, 2021
Track-It
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
- email to ticket
- Auto assign
64%
6.4
- Central location for IT tickets
- asset management
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.
August 08, 2021
BMC Track-It!....tried and true.
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
- 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.
76%
7.6
- 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.
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.
August 08, 2021
BMC Track-It! - Perfect for a smaller IT Department
Currently, BMC Track-It! is being used across the whole organization. Most users have basic access in order to input support tickets to our IT department, while the IT department has technician access, which allows them to edit support tickets in more detail. It addresses the problem of allowing IT technicians to be assigned and track issues.
- 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
- 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
- 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
32%
3.2
- 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
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! 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.
- Email integration
- Mutiple-tech support
- User self-help password reset
- Knowledgebase
N/A
N/A
- 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.
We just started playing with Mojo. It integrates with Google Enterprise so that's a plus. We're looking forward to giving this one a try as we've played with multiple Help Desk packages and I feel like Mojo might be the one. BMC Track-it! has a far better interface, in my opinion. But the back-end is really what I'm focusing on at the moment.