Item: BMC Track-It!
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Most Important Features

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

Return on Investment

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

Alternatives Considered

ServiceNow IT Service Management

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.

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?

I wasn't involved with the implementation phase

Would you buy BMC Track-It! again?

Yes

Other Software Used

ServiceNow IT Service Management, Microsoft Planner, Microsoft Power BI

Likelihood to Recommend

While it is certainly not the best IT management system, it's solid and it's a good alternative for a smaller business and their even smaller IT departments. It's certainly more cost effective than fancy solutions, and it does what it needs. However, this is definitely not a good solution for bigger (50+) IT departments, as it doesn't allow much sorting, and the reporting system is subpar.

BMC Track-It! - Perfect for a smaller IT Department

Overall Satisfaction with BMC Track-It!