BMC Track-It! vs. Snow Atlas

From a technician's point of view, it is extremely easy to create new work orders or tickets. It's also very simple to enter in data and keep track of the state of the ticket without taking too much time to keep it updated. I would love to see a cloud instance available to be able to make it a global installation as our company grows.

Incentivized

It is well suited as a SaaS solution which reduces our internal infrastructure and support costs

Incentivized

• 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.

Incentivized

• Visibility of Applications, User, devices in your estate
• License compliance reports
• SaaS Usage Visibility
• Shadow IT Visibility

Incentivized

• 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.

Incentivized

• Dashboard reporting so we gain insights over time
• The ability to add both desktop and cloud applications not in Snows database directly
• Alert Snow when the application type needs correcting
• Ability to add new periods and rates for M365 and still have previous periods
• Ability to log calls to Snow via Snow Atlas

Provides the much needed visibility to contain spend and rationalise software

Atlas is easy to navigate, it looks reasonably similar to the on prem version we were using previously

Incentivized

I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product

Incentivized

Front line support staff done always understand the issue you are explaining or the need to escalate to back end/higher up areas for resolutions and can often require use of the Escalate function or emailing to your Account/Customer Success Manager. That said, once an issue properly is understood, it is handled well.

Incentivized

We should have spun up a Project to manage the implementation. Snow indicated to us the ease in which Snow Atlas could be implemented, however this did not factor in that we were migrating from their on-prem product Snow License Manager hosted through a Managed Servicer Partner. For a clean installation, your implementation can be quick and likely not require a Project. If you are migrating from another products or are a company that can have lots of stakeholders, fingers in the pie, hurdles/business processes that need to be adhered to, definitely use a Project to perform your implementation.

Incentivized

ConnectWise was far more robust with a lot more customization, project management features, templates, and documentation. It tied into other software that we needed to do our jobs. The interface was cleaner, the software was faster, and users had an easier time. Oversight was also much better. That said, it was also far more expensive, and it was developed more for managed service providers and large companies than smaller enterprises like ours.

Incentivized

This is my 1st software license tool that I've used.

Incentivized

• The configuration is a bit daunting. We had the software for two years and never got it configured quite right.
• Spent a lot of wasted time trying to get the software to do what we wanted.
• We paid for licensing for two years and spent quite a few hours mailing back and forth with support. Overall, a loss.

Incentivized

• Rationalising renewal numbers down to only what you need, factoring in people who request software and hardly/never use it
• Tracking Named User license assignments

Incentivized