BMC Track-It! Reviews

We use the product primarily for help desk management, including login and resolution of calls. It helps us with IT asset management. We can manually capture the assets available within the location. We use it for reporting purposes as well.

The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version. Its asset management feature has been significantly affected since the upgrade.

Earlier, it was able to perform skill-based routing automatically. We could set up parameters within the system and view the details of the incident or a ticket. The same functionality needs to be fine-tuned in the new system.

We owned this solution for about one year before implementing it. We went from a customer base of 32K to 90K by means of an acquisition. Our IT staff did not increase but the demand for us did, and our workload increased exponentially. We needed something to keep track of incidents and be more proactive than reactive. The Track-IT! software has allowed us to do this and decrease the number of actual calls our Service Desk fills. Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution.

As a department, we have been able to identify problems and resolve them faster because of the centralized database. We also have been working towards implementing a full change management solution with the built-in module. Our efficiency has improved drastically due to a massive reduction in phone calls.

• Incident management
• Service requests
• Asset management
• Change management
• Problem management

Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders. 

We primarily use the solution as a help desk tool. 

It is a product that doesn't force a technician to work with Ideal Processes. 

The initial setup is pretty easy.

The stability of the solution is good.

The software's primary use case is the Help Desk module. We use it to create and manage our work orders.

Track-It! has many features that help make us more efficient and cost effective as a department. It also spreads out that benefit to our entire organization.