BMC Track-It! vs. vRealize Configuration Manager (discontinued)

Track-It! is great for a small-to-medium sized enterprise that has a fairly small IT department but needs far more control of tickets than just email and spreadsheets. It scales well enough as IT departments grow, adding techs is simple enough, as is changing the workflow. 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.

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If you want the best compatibility with VMware products, this is it. There are other HyperVisor platforms out there, however, this software is native to VMWare. Reduces potential security threats through a unified approach to configuration management across the physical and virtual infrastructure.

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• 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.

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• Active monitoring of Syslog and notifications based upon the matching conditions.
• Change management- Changes can be pushed to several system from one place. It also keeps the record of what changes and who made the change even if the changes has not been made through VMware vCenter Configuration Manager.
• Robust reporting feature- Enhanced filters features and report generation in excel format presents the data in readable and to the point.
• Integration with ticketing tool further ensures that changes are approved before implementation.

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• 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.

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• It a little cumbersome to get all features up and running.
• Takes a bit of knowledge to get to all configured and thievery setup.
• It would be great if it had a monitoring tool internally, a tool like Nagios for example.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

We have rarely needed to use Support for BMC Track-It!, but in the times that we did need to use it, they were excellent. The biggest issue is that after not paying for support for about three years, now that we NEED support, it is too expensive for us to receive. This is due to the way their support is billed. So long as you never drop support, then you should be fine.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

BMC Track-It! is much more bare bones compared to ServiceNow products, and if your department has the money, ServiceNow is a much better option. Not only is the Knowledge Base much easier to create and publish articles, but the asset management in BMC Track-It! is practically useless. BMC Track-It! is more cost effective, and with a small amount of technicians there's likely no reason to need a bigger solution, but it leaves a lot wanting.

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• BMC TrueSight Server Automation
• VMware vCenter Configuration Manager has good reporting feature.
• The interface is very user-friendly and is simple to use.
• Multiple Platform support i.e Windows, Linux, UNIX
• Patch management and templates are easy to configure and use.

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• The biggest positive impact it had on ROI was that the software itself didn't require any expensive ongoing maintenance contracts since it was installed and managed by our organization.
• The negative aspect of this is if there was a major problem with the software, then it would require contacting the vendor, at which point it could become expensive for a service call.

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• Really good ROI!!! Every penny paid with a smile on my face!!!
• Ease of use, simplified GUI, evenhanded features, strong support behind it, compatibility with other products.
• Cuts time for configuration drastically.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info