Track-It! is a comprehensive IT service desk management platform by BMC Software. It handles asset, change, knowledge and license management and provides a wide selection of reporting and analytics dashboards and reports.
Knowledge management, a central component of Track-It!, is designed to save the time and money of IT service departments by building a database of known issues and solutions. This database provides direction to solve new issues as they arise. It also offers insight into recurring trends and support challenges. Solutions can be designated by technicians as either private or public, and all solutions marked public can be made available to end users as part of a self-service channel.
Track-It! includes a mobile portal, allowing technicians to add and update work orders from any mobile device. Apart from these core components, Track-It! offers a range of optional add-ons for additional functionality, such as satisfaction surveys and remote control.
Lance from HGTC
Employees number: 51-200 employees
We purchased Track-it about a year ago to replace a homegrown system. We needed a system that could help us manage both help-desk tickets, equipment and people. Track-it was exactly what we were looking for. As a non-profit we had to be price conscious and this software met all of our needs. Since the installation and launch we have been extremely pleased. The software is very intuitive making it easy for us to get our IT staff up to speed. It allows us to easily keep track of time on task as well as the costs associated with projects and repairs. We definitely feel this was just what we needed.
Ease of use, intuitive nature, cost tracking abilities, integration with other IT systems.
Too many screens per task. Could use some auto fill fields. Could be web based instead of a software install.
Get a thorough demo. The system is powerful and should meet your needs.
Adam from Unity Health
Specialty: Healthcare / Medicine
Employees number: 1,001-5,000 employees
Track-It! is a great product with great features! It helps keep our IT department organized and running effectively and efficiently.
Sherry from WV School of Osteopathic Medicine
Employees number: 201-500 employees
We have been using Track-It for 8 years now and the application is constantly evolving into a better product. I really like the Help Desk, Self-Service and Auditing modules. It is very easy to use and is a great value for the cost. The one thing that I truly like about the product is the support. They are always there to work through whatever scenario you might have and see it through to the end.
As stated above, the best part of this product is the support and ease of use.
Reporting is very cumbersome and not easy to use. I wish there was a more drag and drop feature for reporting instead of using Crystal Reports.
I think if you give this products and support a chance you will be very happy with the outcome.
John from Springville City
Specialty: Public Sector
Employees number: 201-500 employees
Track-It came highly recommended to us several years ago when we were searching for a solution to manage help tickets. The program was easy to install and manage. Employees like having the ability to know what happens to their IT help ticket when they submit. We use the inventory and solutions sections for tracking and information management. This year I had the opportunity to attend my first BMC conference. I found the Track-It classes to be very informative. There are features and function available in the product that we will start using since attending the conference.
If you are looking for a solid solution to track your day to day IT communication with your customers I would highly recommend using this product.
Kerri from Sonoma County Library
I have been using TrackIt! for more than 13 years. It has so many features. At times there are even a few too many. I only use a portion of all that is available and it is great.
They will be going to a web-based service. That should be helpful.
Once BMC bought the program they changed and outsourced the Tech Support. Before BMC the Tech Support was 11 out of 10 Stars. Support now is why I only ranked this a 7.
Determine what you need the software to do. Do you need it to run your Help Desk? Do you need it to do inventory? Do you need to track purchasing? Do you need to keep track of software licenses? Do you want something straight out of the box or are you willing to spend the money to go to training to configure?