Overview
What is BMC Track-It!?
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.
BMC Track-It!....tried and true.
BMC Track-It! - Perfect for a smaller IT Department
BMC Track-It! Offers a lot, if you're willing to sift through the configs.
A help desk system that is good for tracking requests
Powerful Ticketing system with good customization options
Track-IT! is perfect for the 10-50 member IT team.
Just an occasional user's perspective
BMC Track-It! is Great for Small Business
BMC Track-It: not just a ticketing system
BMC Track-It!
BMC Track_IT
However, it does not contain all …
Build your ticketing system the way you want and need, but watch for GIGO
BMC Track-It! works well under pressure
Use Track-It!
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Software and hardware inventory tracking (15)6.868%
- Asset relationship management (12)6.363%
- Asset lifecycle monitoring (12)6.161%
- License management (15)5.757%
Pricing
What is BMC Track-It!?
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Flycast Partners | Demo BMC Track-It! to FootPrints Introduction #1 5.15.15
Flycast Partners | Demo BMC Track-It! To FootPrints Incident Management #2 5.15.15
Flycast Partners | Demo BMC Track-It! to FootPrints Work Flows and Reporting #4 5.15.15
Features
IT Asset Management
IT Asset Management software is designed to inventory all the hardware and software within an organization to aid decision-making
- 6.8Software and hardware inventory tracking(15) Ratings
Discovery and management of hardware and software inventory
- 5.7License management(15) Ratings
Tracking license agreement compliance to ensure that infrastructure is neither over nor under licensed
- 6.1Asset lifecycle monitoring(12) Ratings
Monitoring asset lifecycle from acquisition to retirement
- 4Contract management(9) Ratings
Tools to assist in managing purchase orders and contracts
- 6.3Asset relationship management(12) Ratings
Asset relationship management is the ability to see relationships between assets to help with troubleshooting
Product Details
- About
- Tech Details
- FAQs
What is BMC Track-It!?
BMC Track-It! Video
BMC Track-It! Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(41)Attribute Ratings
Reviews
(1-15 of 15)Track-It
- accepting tickets
- assigning tickets
- Inventory
- repoting
- solutions
BMC Track-It!....tried and true.
- Asset Management
- Help Desk Ticket Management
- Change Management
- Interface is outdated compared to others
- Initial setup was difficult
- There are a LOT of self-help documents to help get it configured.
- The email integration is fairly simple.
- Configuration is convoluted in my opinion. Getting the email to flow how you'd like is difficult.
- A lot of the configuration option names aren't very clear. It seems they use their own terminology for things I would have never guessed.
- Support is lacking - asking them for help always results in them directing you to a KB article. Sometimes you just want hand holding.
- The interface, or overall layout, of the BMC Track-It! system is very good. It's fairly easy to use from the IT department/technician point of view. All the major categories are there, such as Help Desk (work order requests), Inventory, Solutions (KB articles), Inventory, Reports, etc.
- It also has a nice dashboard on the homepage that displays information in a bar graph and pie chart form on different categories related to the different features. Anyone in the IT department can visualize information to get a better idea of the work being done within BMC Track-It!
- From a technician's point of view, it is easy to create new work orders, and the actual work order requests have a lot of different information boxes to fill out for each request. Having this detailed information is key for running reports within BMC Track-It!
- One thing that needs improvement is the fact that the program doesn't necessarily run from the cloud/web, meaning it needs to be installed on each individual computer where it's used. The newest version that was just released may finally be cloud/web-based, but prior versions were not.
- Reporting. This feature seems somewhat complicated and not very intuitive. For this reason, our organization did not really use this feature of the software.
- Could not utilize a mobile app for the software, unlike many other tracking system software packages out there that offer an app so you can use their mobile version on any mobile devices.
It is less appropriate for organizations/companies that want a helpdesk system that is industry standard or that is more popular among the masses. Track-It! would not be one of those.
It would also be less appropriate where you don't have a Systems Administrator or Database Administrator to manage the Track-It! database. This can be somewhat complicated to manage unless they had an understanding of databases and how to work with or manage them.
- Automated ticket creation ability is fantastic and really saves us time.
- High-level of customization and integration with our Active Directory system.
- Ability to create templates which can be used to speed up ticket creation as well as providing standardization.
- Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.
- The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.
- It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.
Track-IT! is perfect for the 10-50 member IT team.
- Mass assignment of tickets
- Mass addition of ticket notes
- High level of customization
- On 11.4: auto-assign to queues does not work.
- On 11.4: email notifications to the user are very crowded and not easily read.
- On 11.4: slow.
Just an occasional user's perspective
- The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users.
- It includes email notifications where users are able to respond to an email and it updates the ticket.
- The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group.
- The user interface is very dated and simple. It reminds of opening an application using Windows 95. All you can see is text and gray boxes. It is not user-friendly. It may be the version of the system and we may have an older version that just hasn't been updated.
- The process of closing a case can be cumbersome until you get to know the system.
- It should be easier to attach case documents, like dragging and dropping. Again this maybe because we have an older version of the software. You currently have to browse and select all attachments.
BMC Track-It! is Great for Small Business
- Ticketing: This is the primary function of Track-It for us and it does it fairly well. Users log on to a portal and enter the data we've set as required for all tickets. We did require some customization to force them to include their managers, but everything else works right out of the box. It allows users to set priorities, enter a summary, the type of issue (network, software, &c.), and then a detailed description. They can also attach files or screenshots. Tickets auto-assign to technicians based on work role.
- Asset Tracking: The other important element for us is keeping an inventory of all the PCs and servers we have throughout our enterprise. This actually ties into the ticketing system, as well, as it lists the asset the user is having an issue with. For example, if a user puts in a ticket that their PC needs a piece of software installed, the asset tracking system is configured to add the name of their PC automatically. This can be changed in case the ticket is about a different asset, too.
- Workflow: Like any ticketing system should, BMC Track-It helps us with our ticketing and project workflow. We can pass tickets around to other techs, either because of a particular skillset or for escalation. Notes, attachments, and ticket history help us keep track.
- Multiple Techs: It would be nice if there was a way for multiple techs to be assigned instead of having to pass the ticket off and hoping it gets done. Sometimes, this makes it tough to follow up or to make sure the end user is being taken care of.
- Templates: There is a ticket template system, but it is not very robust. In fact, it's fairly useless, at least for our business. It's clunky and cumbersome. While you can set up separate tickets that tie into a template (say, for a new user, where different techs have different pieces to take care of), in order to do that, the template has to be manually applied, and each sub ticket manually created with all the info from the parent ticket re-entered manually. Every. time.
- Integration: Track-It does not integrate well with any other software. It only has IMAP and POP3 for email, so no direct tie into Exchange. There's no way to tie in softphone features or chat integration (for example with Cisco Jabber). This may not be a major issue, but there are definitely competitive products that do this.
A large company would probably be better off with a different solution. The lack of easy customization, and the shortcomings it has in workflow templates (which would be a nightmare for project management) means it won't scale up that far.
BMC Track-It: not just a ticketing system
- Easy implementation and usage.
- Help desk tickets tracking.
- Assets management and network scanning features.
- Option to create sub-tickets for the main ticket or project and assign to different technicians.
- In my experience, we had performance issues that required restarting software services.
- The desktop app worked with a lot of errors and very low performance.
- Inventory module wasn't working very well. Hope in the most recent version it is fixed.
- Would be awesome to have project and change management modules.
BMC Track-It!
- Integration into Exchange to access email.
- Great Reporting.
- Easy to use web-based app to create, log, update, and close tickets.
- The inventory client does not work well. Extra overhead that is not needed.
- Change control could use improvement.
- The application seems to be a stepchild within BMC after it was purchased. Rare updates for the product.
- Crystal Reports allow for custom reports to fill whatever need you have.
- An open design lets you create the workflows, ticket menus and other structures just how you want.
- The email submission feature works well both directly and using web forms to submit and route tickets effectively.
- The ability to create master project tickets and then assignment tickets for individual tasks/contributions works very well to organize, track, and report project tasks.
- Track-It! is a wide open space. If you have too many people creating categorizations and settings on their own, it can get messy quickly.
- We have had issues with tickets not properly getting released and closed, which prevents someone else from working on or adding notes to the ticket. This has improved with some updates, but if a user leaves a ticket open on their computer, it stays locked out until it is closed or their client is closed.
- As tickets get older and larger, the performance of the desktop app gets very slow and hangs the application.
- The desktop app isn't installed like a full application, but installs into the person's profile. It has made distributing, tracking, and troubleshooting the application difficult. I know they are pushing towards using the web app, but many prefer the desktop application.
If you don't have a structure for tickets or projects, this doesn't have a built-in structure for you. So if you are looking for a solution to provide an escalation and workflow system for you, this may not be for you. There are products and services out there that have rigid structures in place already that may be a better fit.
BMC Track-It! works well under pressure
- Creating workflows based on keywords in email subject or body.
- Asset management using network scanning.
- License tracking.
- Track-It! works well for our organization of up to 200 users. I don't know how well it would scale out beyond that.
- Initial set up can be frustrating and challenging. Setting up forms is a tedious process.
- There were occasions where functionality was missing, support logged a request ticket and nothing came of it.
- Manage work order/helpdesk tickets
- Track assets
- Track software usage
- Track when the computer needs to be replaced
- The change management module
- Interfacing their purchasing module with an ERP type system
BMC Track-IT! Review
- Scalability and customization are very important. Also, the ability to find the documentation.
- Change management built into the software was crucial when creating our service desk.
- Granular permission settings helped secure the app within our environment.
- The Inventory module could use some work. The auto reconsiliation feature does not work well.
BMC Track-IT! Review
- Asset Management
- Ticket Tracking
- Inventory Audit
- Budget
- SQL Base
- Scan audit capibility