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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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BMC Track-It!

BMC Track-It!

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

16 people also want pricing

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Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and…

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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

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
July 28, 2021

A help desk system that is good for tracking requests

Verified User
Supervisor in Information Technology
Education Management Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
BMC Track-It! Feature Ratings
IT Asset Management (5)
70%
7.0
Software and hardware inventory tracking
80%
8.0
License management
70%
7.0
Asset lifecycle monitoring
70%
7.0
Contract management
60%
6.0
Asset relationship management
70%
7.0
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
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.
Other Software Used
Support Rating
6
I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product
July 13, 2021

Powerful Ticketing system with good customization options

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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).
Pros and Cons
  • 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.
Likelihood to Recommend
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.
BMC Track-It! Feature Ratings
IT Asset Management (5)
50%
5.0
Software and hardware inventory tracking
50%
5.0
License management
50%
5.0
Asset lifecycle monitoring
50%
5.0
Contract management
50%
5.0
Asset relationship management
50%
5.0
Return on Investment
  • As far as ticketing systems go, it is a very powerful application and offers a pretty good value.
  • If you let support coverage lapse, then trying to get support coverage again becomes prohibitively expensive.
  • One great thing about is that it is an on-site solution so once purchased and installed, there is no additional cost to continue using the software except if you need support.
Alternatives Considered
  • Wrike and BMC Helix ITSM (Remedy)
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.
Support Rating
8
We have rarely needed to use Support for BMC Track-It!, but in the times that we did need to use it, they were excellent. The biggest issue is that after not paying for support for about three years, now that we NEED support, it is too expensive for us to receive. This is due to the way their support is billed. So long as you never drop support, then you should be fine.
Other Software Used
Wrike, Microsoft System Center Configuration Manager (SCCM), Wasp Inventory
March 13, 2020

Track-IT! is perfect for the 10-50 member IT team.

Verified User
Employee in Information Technology
Civic & Social Organization Company, 51-200 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Well suited for basic ticket assignment and purchase order tracking. Less appropriate for change management use cases.
BMC Track-It! Feature Ratings
IT Asset Management (5)
42%
4.2
Software and hardware inventory tracking
50%
5.0
License management
80%
8.0
Asset lifecycle monitoring
80%
8.0
Contract management
N/A
N/A
Asset relationship management
N/A
N/A
Return on Investment
  • Change management functions have been limited by this.
  • Track-IT! support has been amazing and very responsive.
Alternatives Considered
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.
Support Rating
10
Very responsive support members.
November 10, 2019

Just an occasional user's perspective

Verified User
Employee in Corporate
Chemicals Company, 5001-10,000 employees
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
BMC Track-It! Feature Ratings
IT Asset Management (5)
N/A
N/A
Software and hardware inventory tracking
N/A
N/A
License management
N/A
N/A
Asset lifecycle monitoring
N/A
N/A
Contract management
N/A
N/A
Asset relationship management
N/A
N/A
Return on Investment
  • I am not with the department that owns the software, so I can't speak to the ROI. As an occasional user, it is better than having nothing at all. It doesn't seem like the best system, but it is not horrible. It is reliable and easy to use.
Alternatives Considered
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.
Support Rating
5
N/A, I am not involved in the support for this software so I don't have an answer for this one.
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