BMC Track-It! Reviews

We use the product primarily for help desk management, including login and resolution of calls. It helps us with IT asset management. We can manually capture the assets available within the location. We use it for reporting purposes as well.

The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version. Its asset management feature has been significantly affected since the upgrade.

Earlier, it was able to perform skill-based routing automatically. We could set up parameters within the system and view the details of the incident or a ticket. The same functionality needs to be fine-tuned in the new system.

We have been using BMC Track-It! for seven years.

The product is stable.

The technical support services could be better. However, they work well, and I don’t have a lot of complaints about them.

Neutral

The initial setup process takes a week to complete.

BMC Track-It!’s price is reasonable compared to other products. We purchase its yearly license. It costs around R20 to R30.

There are no additional costs involved. However, we have to pay extra in case of support upgrades or hiring a technician for assistance.

I rate BMC Track-It! a five out of ten. They should make it more intuitive, easier to use, and more accommodating for small IT organizations.

We primarily use the solution as a help desk tool. 

It is a product that doesn't force a technician to work with Ideal Processes. 

The initial setup is pretty easy.

The stability of the solution is good.

The solution is cumbersome to use.

The SLS, IDL processes, like Incident Management, Problem Management, and Change Management, all could be improved. I don't know if the SLS gets improved in the new tool, however, in my current version, SLS is not up to the mark.

There may be upgrades, however, we are not interested in upgrading to the solution's latest version. It would be nice to go with a tool that is more adaptable with IDL processes and also gives more connection. Integrations like Microsoft team, Outlook, or any other like CRM could be used directly instead of that tool.

The reporting needs to be a lot better. Currently, if you go and check the reports in the packet, the reports are useless. Reporting is really bad. The report, when I generate my day to day users, should be sharp and useful. Now, in my current version, if I need to generate a good report, I have to have a Crystal Report installed and then connect it to my SQL database. There should be reports on various indicators right away.

Technical support is not offered by the company itself. Rather channel partners handle support, and it's not an ideal situation. They should offer their own direct support channels.

It should be more adaptable in terms of having the app and it should differentiate between a service request and an incident in Track-It!  

The solution should have a mobile app option so I can check on things when I'm out of the office or on my way to it.

I've been using the solution for almost ten years at this point.

The solution is quite stable. We've found it to be reliable and free from bugs and glitches that affect its useability. It doesn't crash or freeze. We haven't had issues with it in terms of stability.

We aren't a big organization, so we haven't had a need to scale the solution. I cannot speak to its capabilities as I've never tried to scale it out to any great extent. We only have two people in our organization who are really working with the product.

We do currently use the solution quite regularly and on a daily basis. There are only two of us who are consistently on it.

The support hasn't been great. They try to push us over to their partners instead of helping us with issues directly. It seems wrong that we can't just go to them and get the answers or the help we need. We're unsatisfied with the lack of support they provide to their users.

We've found the initial setup to be pretty straightforward. It's not a complex implementation at all.

We deployed the solution ourselves. We didn't need the assistance of a consultant or integrator.

We are not a big organization. Therefore, we manage things ourselves. There are a few people who work on it internally, however, they aren't a separate team.

We're just a customer.

We are looking to potentially replace this solution.

If other companies are considering using the solution, I'd advise that they go with the latest version. 

Others should also be aware that the solution's support is always through their channel partners. That's a bad idea. If I want to implement everything myself, I should be able to get help from BMC directly if I need it.

If I'm rating the product base don't eh current version that I am using, I would rate it at four out of ten.

• Incident management
• Service requests
• Asset management
• Change management
• Problem management

Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders. 

Parent/Child tickets: Our employment actions can be lumped together under one parent ticket. Also, the audit trail and survey feature are good. 

Their self-service is not user friendly. 

Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult.

The software's primary use case is the Help Desk module. We use it to create and manage our work orders.

Track-It! has many features that help make us more efficient and cost effective as a department. It also spreads out that benefit to our entire organization.

Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends. Purchasing helps us keep track of the stock/items we need and tie them to work orders.

There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update.

We owned this solution for about one year before implementing it. We went from a customer base of 32K to 90K by means of an acquisition. Our IT staff did not increase but the demand for us did, and our workload increased exponentially. We needed something to keep track of incidents and be more proactive than reactive. The Track-IT! software has allowed us to do this and decrease the number of actual calls our Service Desk fills. Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution.

As a department, we have been able to identify problems and resolve them faster because of the centralized database. We also have been working towards implementing a full change management solution with the built-in module. Our efficiency has improved drastically due to a massive reduction in phone calls.

The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have. Being able to provide this data has been invaluable. 

The area where we would like to see improvement is in the asset management module. We do have some tweaking that we need to try, but we have not been able to use it for budgeting and long-term planning like we initially thought that we would be able to.