Item: BMC Track-It!
Rating: 8
Author: Verified User

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.

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

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.

Key Insights

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

Yes

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?

Yes

Would you buy BMC Track-It! again?

Other Software Used

Wrike, Microsoft System Center Configuration Manager (SCCM), Wasp Inventory

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.

Powerful Ticketing system with good customization options

Overall Satisfaction with BMC Track-It!