Track-It! software


Track-It! is an IT service desk management platform by BMC Software that handles asset, change management, knowledge and license management and provides multiple reporting and analytics dashboards. The knowledge management module is used to build a database of known issues and their general solution. The database offers insights into recurring trends and challenges.

Track-It! helps technicians design solutions for repetitive problems that can be marked public for end users as a part of a self-service channel. The solution also helps IT technicians track and prioritize work. Change management module helps users control costs and outages due to unplanned network or server issues. The module also minimizes IT infrastructure change risks through timely review, enforcement, and approval automation.

Track-It! provides a mobile portal that allows technicians to add and update work orders from any mobile device. The software offers add-ons for additional functionality, such as satisfaction surveys and remote control.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Windows 2000 , Windows 8

56 Reviews of Track-It!

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  • Jorge from manesa

    Specialty: Manufacturing

    Number of employees: 201-500 employees

    August 2018

    Track IT

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    excelent software for managing all your it assets and human resource, assign tickets to technicians and keep track of the efficiency of the support you provide

    Cons

    it is not easy to setup, the users or clients complain about the need of enter a ticket everytime they need support, it has nothing to do with the software but they could implement a new or easier way to create a new ticket

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Sara from Amazon

    July 2018

    There are better options

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is one of the easier asset management software programs to use. Myself and several other colleagues were able to understand it in a timely fashion.

    Cons

    The interface is very outdated. The program runs incredibly slow. For what you are given the price is very steep.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    June 2018

    It does the job without much problems

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Simple to use

    Pros

    It allows you to customize the ticket forms based on the business requirements, giving us the opportunity of making ticket forms designed for different departments

    Cons

    The ticket forms cannot be formatted to match the business look and feel, it does not offer the option to alert support reps about outstanding tickets

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Bruce from R&B services

    Specialty: Transportation

    Number of employees: 2-10 employees

    May 2018

    looking good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    many options with notifications for sla's. this is also a very inexspensive product as well. no complaints

    Cons

    i really do wish that this product had a application for phones. I would be able to accomplish more.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Migdelia Meriyela from GB Advisors, Inc.

    Number of employees: 11-50 employees

    May 2018

    It has been nice, the self-service and audit modules I like and the support is excellent

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    what I like the most is support attention, they are always available to attend cases, really excellent

    Cons

    what I like the least is the complexity to issue reports is difficult to use, it would be nice if they improve this part easier, much more management

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jim from Opto

    March 2018

    Not the best ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is a decent software for just a ticketing system. Can easily escalate/pass off tickets as needed. You can make some decent reports to get a deeper understanding of what types of tickets are coming in and who is closing them.

    Cons

    Doesn't have enough simple customization. The inventory aspect is not great. You will come across a lot of little features missing that leave you questioning the software.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Italo from Citibank

    March 2018

    I have worked for more than 4 years with the application and it is very useful to classify incidents

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Good control of the Helpdesk department management and reporting

    Pros

    The knowledge database is very broad, it is very good to classify types of incidents and to measure the productivity of the work team.
    Its cost is not very high

    Cons

    Apparently there is no version for Android or IOS, sometimes I think the application is a bit slow and the design is a little outdated.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Stephen from AHRC

    March 2018

    Very pleased with Track-it

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Been a customer for 10+ years with Track it. Very easy to use. Like the view when looking at work orders. Has a nice Excel type grid format.

    Cons

    Lacks a mobile app and not web based. The change management module also needs some work.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Brian from AHRC

    March 2018

    Using for year

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Cost the software is not overly expensive for the number of users we have. Ease of use is very nice as well. Active directory Integration of requests is nice as well

    Cons

    I wish it had a friendly IOS or android App. Better costume reporting. Unless your an expert in crystal reporting you will be forced to use included reports.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Geraldine from N.S Systems

    March 2018

    Good Product Needs More Custumer Support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    * Trackit allows to create task inside work orders wich its nice
    * It manages several types of notifications regarding SLA´s

    Cons

    * Doesn't have an app for android or ios
    * Configuration can be sometimes difficult and not easy to understand

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    March 2018

    Great product concept, not easiest to use.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Better organized support team.

    Pros

    The features include details on the support ticket, inventory and all the analytics that go with it make this a very powerful program.

    Cons

    It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Miguel from GB Advisors, Inc.

    Number of employees: 11-50 employees

    February 2018

    Solid option for companies seeking a home grown solution !

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Control of all my IT department, Assets, ticketing, workload, licences, puchases and knowledge base!

    Pros

    This is a product that will satisfy your needs, but you have to configure it to do so, all the modules are based and linked among them so this will be a easy to use tool!

    Cons

    there's no service Catalog, but you can cuastomize one in the categorization and schedule module!, I also think that the module regarding to Training could be a bit more rich in terms of having the course materials in there.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Paul from Gold Key PHR

    Number of employees: 1,001-5,000 employees

    February 2018

    TrackIT is an average product that has not changed much in 10 years

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The locally installed sql database is handy for customizations and integrations. Trackit allows for nested work orders, which I've noticed several other products do not have this feature...

    Cons

    Lets be clear - Trackit is late 90s early 2000s style thick client app. The web client design is very similar to the thick client. Very little thought put into software quality attributes such as speed or usability. The asset inventory client is bug ridden. We could never get the service to inventory the last 15-20% of computer assets. The server side inventory service would routinely crash as well. The limits on custom work order fields were a problem. The global search across work orders is slow (several minutes) and routinely never returns results. Robust search capability is critical in my opinion. Trackit support has somehow convinced itself this is an unsolvable problem. Overall, it is apparent that BMC dev team is focused elsewhere.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    December 2017

    Great software for inventory control at a great price

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Ability to manage inventory on large scale

    Pros

    The ease of use in setting up and allowing me to run audits on all IT equipment. Support was always excellent.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Zachary from Schoharie county

    December 2017

    Love Track-it!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The software is low maintenance but high powered. It it console managed and can hold info for many pieces of equipment. Mass deployment also a plus

    Cons

    The software doesn't always pick up the simple things like a mac address or an IP address leading to some leg work or manual inputs.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ryan from Fed Government

    October 2017

    Excellent after training.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Completely revolutionized our Help Desk and brought the level of staff knowledge up another level.

    Pros

    The application does so much. It allows you so many options for customization. The ability to not only track the asset, but also see a record of service desk requests is efficient and beneficial.

    Cons

    What's not to like? If I had to pick something I'd say that at times it can be a little sluggish, but that could be our network and not the application.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Dan from Blistex

    May 2017

    Great product with lots of great features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The software is easy to use,. It has a client and web-based version, so that it can support all different platforms.

    Cons

    The full version (client) is very slow at times, especially when searching. This needs to be improved.

    Review Source: Capterra
  • Stephen from Associated

    April 2017

    Ambitious, but not easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Track-It has a multitude of features, but they are difficult to set up, and some functionality is still not completely working years after initial release. Additionally, the software is EXTREMELY slow to respond. It takes up to a minute to open a ticket to view, and several seconds to update many fields or change statuses. Finally, the backend database is organized in a non-intuitive way.

    Pros

    Track-It is powerful with lots of capability

    Cons

    Some features are inflexible and can be difficult to manage. The speed of the software leaves much to be desired.

    Review Source: Capterra
  • Dennis from Yokogawa

    Specialty: Manufacturing

    Number of employees: 501-1,000 employees

    February 2017

    Track-It

    Ease-of-use
    Functionality
    Quality
    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

  • Aza from City of Yuma

    January 2017

    One of the better products I've used

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I've been in IT for almost 8 years now and I've worked with some pretty unfriendly software before. With that being said, BMC's Track-It has been working great for what it was designed for. Working at the Service Desk means you need a reliable software to keep up when you're entering and dispersing work orders. Not once in the year I've been using it, has it crashed or locked up so bad I couldn't work. I was not here when the product was purchased so I cannot speak on the value or the backend configurations but as a User, I would recommend this product to another agency.

    Review Source: Capterra
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