Help Desk Automation
| Product | Mindshare (%) |
|---|---|
| BMC Track-It! | 1.8% |
| ServiceNow | 13.8% |
| Lansweeper | 6.1% |
| Other | 78.3% |
Eliminate the manual triage of issues that leads to stacks of sticky notes and emails, problems falling through the cracks, and overworked IT technicians with no way to track or prioritize work.
Knowledge Base
Centralize the documentation of known issues and use keyword search to find solutions. Technicians no longer waste time searching the web and troubleshooting issues that have already been solved by others.
Improved Efficiency
Keep track of how productive the help desk is, identify who needs more training, get feedback on the work technicians perform and justify resource needs to management.
BMC Track-It! was previously known as BMC Numara Track-It!, Numara Track-It!, Numara.
Florida Hospital, Mitchell International
| Author info | Rating | Review Summary |
|---|---|---|
| ICT Manager at a legal firm with 11-50 employees | 2.5 | We use BMC Track-It! primarily for help desk management and IT asset management. However, the current version is less user-friendly for small IT organizations and has affected the asset management features, especially in skill-based routing, compared to previous versions. |
| Global Manager - IT Service Centre at a pharma/biotech company with 51-200 employees | 2.0 | No summary available |
| Help Desk Manager at a consumer goods company with 501-1,000 employees | 4.5 | I find Track-It!'s parent/child ticketing useful, especially for problem management. Yet, its self-service is not user-friendly, and it proves difficult for companies over 700 employees or for broader business applications. |
| IT Customer Service Coordinator at a healthcare company with 1,001-5,000 employees | 5.0 | We find Track-It! valuable for managing work orders and tracking issues using its Help Desk and Purchasing modules. It improves our department's efficiency, though minor improvements are anticipated in a future update. |
| Security Manager at a energy/utilities company with 201-500 employees | 4.5 | Track-IT! drastically improved our IT efficiency, enabling us to handle increased workload, resolve issues faster, and reduce service calls. We value its customization and reporting, though we hope for improvements in its asset management module. |
