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.

Asset management
Asset management
Asset management
Change management
Change management
Work order
Work order
Self-service
Self-service
Software license management
Software license management
Mobile view
Mobile view

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Windows 2000, Windows 8



57 Reviews of Track-It!

Overall rating

4.0 / 5 stars

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Showing 1 - 20 of 57 reviews

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Sarvesh from Cognizant

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

GUI

Great

Pros

interface is overall good and user friendly

Cons

performance is poor over the time need so optimization techniques for DB

Jorge from manesa

Specialty:  Manufacturing

Number of employees:  201-500 employees

Ease-of-use

Functionality

August 2018

Track IT

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

Sara from Amazon

Ease-of-use

Value for money

Customer support

Functionality

July 2018

There are better options

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.

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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

June 2018

It does the job without much problems

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

Bruce from R&B services

Specialty:  Transportation

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

looking good

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.

Migdelia Meriyela from GB Advisors, Inc.

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

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

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

Jim from Opto

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Not the best ticketing system

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.

Italo from Citibank

Ease-of-use

Value for money

Customer support

Functionality

March 2018

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

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.

Stephen from AHRC

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Very pleased with Track-it

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.

Brian from AHRC

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Using for year

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.

Geraldine from N.S Systems

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Good Product Needs More Custumer Support

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

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Great product concept, not easiest to use.

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.

Miguel from GB Advisors, Inc.

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

Solid option for companies seeking a home grown solution !

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.

Paul from Gold Key PHR

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

Ease-of-use

Value for money

Customer support

Functionality

February 2018

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

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.

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

December 2017

Great software for inventory control at a great price

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.

Zachary from Schoharie county

Ease-of-use

Value for money

Customer support

Functionality

December 2017

Love Track-it!

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.

Ryan from Fed Government

Ease-of-use

Value for money

Customer support

Functionality

October 2017

Excellent after training.

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.

Dan from Blistex

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Great product with lots of great features

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.

Stephen from Associated

Ease-of-use

Value for money

Customer support

Functionality

April 2017

Ambitious, but not easy to use

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.

Dennis from Yokogawa

Specialty:  Manufacturing

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

February 2017

Track-It

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

Pros

Email Notifications and responses

Cons

Reporting


Displaying 1 - 20 of 57 reviews