BMC Track-It!

We have used this within IT. It has been an adequate tool for our helpdesk software. It does a good job of managing workflows for tickets and helped with aspects of the service catalog. Our users have been somewhat happy with it but they did recognize the limitations too. It allows for surveys which makes life easier when assessing technicians' work.

If you are looking for a budget product that does a job then this is definitely worth considering. It's not the best product on the market and has limitations without question. It does not have all the features that some of the major named products have but if you have basic needs this will do it. We also lacked the resources to get the most out of it.

BMC Track-It! is being used by the entire organization to keep track of IT assets as well as track and document Help Desk requests. All users have the ability to submit tickets for IT support related issues. This software allows us to track user issues, help with documenting change management, organizes asset management, purchasing documentation and allows a consistent place to keep track of all these areas in a single pain of glass.

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.

Currently, BMC Track-It! is being used across the whole organization. Most users have basic access in order to input support tickets to our IT department, while the IT department has technician access, which allows them to edit support tickets in more detail. It addresses the problem of allowing IT technicians to be assigned and track issues.

While it is certainly not the best IT management system, it's solid and it's a good alternative for a smaller business and their even smaller IT departments. It's certainly more cost effective than fancy solutions, and it does what it needs. However, this is definitely not a good solution for bigger (50+) IT departments, as it doesn't allow much sorting, and the reporting system is subpar.

We are using BMC Track-It! as our main ITSM. Our organization emails the service desk and it gets redirected to BMC Track-It!, then assigned to a technician.

Well suited for basic ticket assignment and purchase order tracking. Less appropriate for change management use cases.

We are utilizing the BMC Track-It! application primarily for our Information Technology department, but have also implemented it for our Maintenance department as well. This is used as our primary Service Desk ticketing system. The Maintenance department uses the application to keep track of maintenance requests (such as broken plumbing, burned out lights, HVAC issues).

The BMC Track-It! The application works pretty well as a ticketing system for Service Desk. We do not use it for Knowledgebase or Asset tracking since it seems there are better alternatives for managing those aspects. The ability to make auto-assigned tickets is beneficial. I can send an email to a specific address with a particular word in the subject, and that will automatically create a ticket and place it in my personal queue. This is very handy when you are busy and need to quickly make a ticket when you are away from your computer.

It is currently being used by the whole organization to manage help desk tickets. It is an IT-owned software that is leveraged by different groups in the company. I am not sure if it is the only ticket management solution, but it is the only one that I am aware of.

I think it is appropriate for a small business that has a stable user base. If you are a large company with a high level of turnover, using this system could translate into a lot of time training users how to use it. There are some specific nuances that users need to be aware of.

It was not used across the whole organization, but rather just our department. We had used it for a great many years up until recently, when we migrated from it. We still have access to its database to be able to pull old records/information out. It addressed our business problem of having a help desk/asset management solution that was a bit more affordable than the system our campus was using. It also addressed the fact that we wanted something that we had more control over in our environment.

It is well suited in environments that want a helpdesk tracking system that doesn't change a whole lot in terms of features/overall layout of the interface. This is good for organizations/companies that don't like a whole lot of change and want to just use a product without having to learn a whole lot of new things.

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.

I use BMC Track-It! as our company's help desk ticketing system and for asset tracking. Every employee in our organization submits tickets through Track-It, and we in IT then use it to manage the work required for their needs. It also keeps a database of all the machines on the network as we add or remove assets. All of this addresses the business need for an efficient IT department that can triage and respond to issues appropriately.

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.

BMC Track-It was used at one of my previous companies as the main IT Service Desk solution for a few years. It was used only by the IT department.

BMC Track-It is a good solution, tickets auto-creation via email worked very well. Categories and forms creation flexibility was helpful. However, for our environment and a large number of users we had given up with performance and "bugs" issues and IT management decided to go to a different solution.