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

Use Cases and Deployment Scope

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 and helped with aspects of the service catalog. Our users have been somewhat happy with it but they did recognize the limitations too. It allows for surveys which makes life easier when assessing technicians' work.

Pros and Cons

accepting tickets
assigning tickets
Inventory

repoting
solutions

Most Important Features

email to ticket
Auto assign

Return on Investment

Central location for IT tickets
asset management

Alternatives Considered

This was already in production when I stepped Into a leadership role. There was no urgency to change this. In a perfect world, we would have had more resources to help get the most out of the software.

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?

Yes

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

Yes

Would you buy BMC Track-It! again?

Yes

Other Software Used

Ellucian Banner

Likelihood to Recommend

If you are looking for a budget product that does a job then this is definitely worth considering. It's not the best product on the market and has limitations without question. It does not have all the features that some of the major named products have but if you have basic needs this will do it. We also lacked the resources to get the most out of it.

Track-It

Overall Satisfaction with BMC Track-It!