Item: BMC Track-It!
Rating: 2
Author: Verified User

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.

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

N/A, I am not involved in the support for this software so I don't have an answer for this one.

Key Insights

Do you think BMC Track-It! delivers good value for the price?

Not sure

Are you happy with BMC Track-It!'s feature set?

Yes

Did BMC Track-It! live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of BMC Track-It! go as expected?

I wasn't involved with the implementation phase

Would you buy BMC Track-It! again?

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.

Just an occasional user's perspective

Overall Satisfaction with BMC Track-It!