Track-It! Software


 

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.

 

Track-It! - Asset management
 
  • Track-It! - Asset management
    Asset management
  • Track-It! - Change management
    Change management
  • Track-It! - Work order
    Work order
  • Track-It! - Self-service
    Self-service
  • Track-It! - Software license management
    Software license management
  • Track-It! - Mobile view
    Mobile view
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Windows 2000, Windows 8

37 Reviews of Track-It!

 

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Software Advice Reviews (6)
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Showing 1-6 of 6

Dennis from Yokogawa
Specialty: Manufacturing
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

Track-It

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Seems to accommodate most of our day to day tasks, lacks good OOTB standard reports

Pros

Email Notifications and responses

Cons

Reporting

Advice to Others

do a small trial if possible

 
 

Lance from HGTC
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Great product for managing people, tasks and equipment

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Pros

Ease of use, intuitive nature, cost tracking abilities, integration with other IT systems.

Cons

Too many screens per task. Could use some auto fill fields. Could be web based instead of a software install.

Advice to Others

Get a thorough demo. The system is powerful and should meet your needs.

 
 

Adam from Unity Health
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Great Product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Track-It Meets our Needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Pros

As stated above, the best part of this product is the support and ease of use.

Cons

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.

Advice to Others

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
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Springville City uses Track-IT

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

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
Specialty: Other

February 2016

February 2016

Very Powerful

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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?

 
 
 
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