Item: BMC Track-It!
Rating: 7
Author: Valery Mezentsau

Overall Satisfaction with BMC Track-It!

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

I inherited that solution from a previous IT team and after a while, we made the decision to change the solution, so there is no ROI in my particular scenario.
Performance issues increased time for ticket resolution.

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.

Other Software Used

Microsoft Office 365, Microsoft Azure, Sophos Intercept X, Windows Server, ServiceDesk Plus, VMware ESXi, Microsoft Exchange

Likelihood to Recommend

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.

BMC Track-It! Feature Ratings

Comments

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BMC Track-It: not just a ticketing system