BMC Track-It! Review

We can use parent/child tickets and set up public views for our problem work orders


What is our primary use case?

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

How has it helped my organization?

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

What is most valuable?

Parent/Child tickets: Our employment actions can be lumped together under one parent ticket. Also, the audit trail and survey feature are good. 

What needs improvement?

Their self-service is not user friendly. 

Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult.

For how long have I used the solution?

More than five years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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