About Track-It!

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, en...


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Supported Operating System(s):

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

69 Reviews of Track-It!

Average User Ratings

Overall

4.10 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(28)

28

4 stars

(26)

26

3 stars

(11)

11

2 stars

(2)

2

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 69 results

February 2018

Miguel from GB Advisors, Inc.

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

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.

July 2020

Richard from True North Service Management Solutions Ltd

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

Track-It! 20xx: The next generation

A positive experience and comfort provided that True North Service Management Solutions Ltd have vast knowledge and experience of Track-It! and can provide professional services for migrating from 11.x, installation and configuration, training and even report writing.

Pros

The rewrite of Track-It! addresses a lot of previous concerns from reviews of 11.x and prior. It is 100% web based, has a mobile app, built in report writer and a strong ITAM offering with Client Management for Track-It that also has a CMDB, SLM, Remote Mgt, Patch & Deployment and allows you to easily manage your compliance.

Cons

Would be nice to be able to add custom fields, but there’s a number of custom fields available that can be removed from the form with the designer so not a major issue.

October 2020

Jay from TMI Products

Company Size: 10,000+ employees

Industry: Automotive

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

October 2020

Just Say NO! to BMC

We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative. From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim. Response times were not great and it takes more than a few days to even get simple responses. The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund. From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package. I would cation everyone from going with Track-it unless your already more than familiar with BMC and their ways and only if it's not to late to move yourself into a better suite, DO IT! We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged. We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state. JUST SAY NO TO BMC!

Pros

The software had a nice interface. It's layout is sectioned off so you look at each integration module separately.

Cons

Track-IT has fallen from it's once glory days now that BMC owns it and pushed to have it integrate with their "Free" help-desk. We went looking for Asset management not help-desk and were left with nothing but frustration and disappointment. The BMC client service installs as part of the network discovery but it will not uninstall. You have to manually remove it. The 995 package comes with 50 licenses and because it hinges on the help-desk module it can only go out and find 50 endpoints which handicaps you into purchasing more licensing. It runs over SQL of course like more asset software, however when the software was installed over a fresh copy of 2016 Server it took several sessions with their engineer/helpdesk to get things running which should never have been needed. The sql services fault and have to be restarted manually which also should never happen repeatedly and their engineer/helpdesk could not correct this. Last on the list but slightly more important is that they are build on older coding so you can't use special characters in your passwords and there is no two factor authentication. In this day and security critical age, that is the straw that will break your back and find your system possibly for ransom~

Reasons for Choosing Track-It!

Previous experience with the software ten years ago. Single purchase without recurring subscription fees. Controlling sensitive company data without sharing to cloud based storage.

March 2018

Italo from Citibank

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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.

February 2020

Amanda from Anderson Hospital

Company Size: 1,001-5,000 employees

Industry: Hospital & Health Care

Time Used: More than 2 years

Review Source


Ease-of-use

5.0

Functionality

5.0

February 2020

Track-It Helps Me Stay Organized

Our experience has been great! Helps delegate and track issues in an easy way.

Pros

Track-It Helps Me Stay Organized. I love being able to see all my assigned tickets in one spot and see the updates to the issues. The e-mail notifications are useful, too!

Cons

I don't really have any complaints about the software. We uses it daily and will continue to do so.