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.

The area where we would like to see improvement is in the asset management module. We do have some tweaking that we need to try, but we have not been able to use it for budgeting and long-term planning like we initially thought that we would be able to.

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.

The solution is cumbersome to use.

The SLS, IDL processes, like Incident Management, Problem Management, and Change Management, all could be improved. I don't know if the SLS gets improved in the new tool, however, in my current version, SLS is not up to the mark.

There may be upgrades, however, we are not interested in upgrading to the solution's latest version. It would be nice to go with a tool that is more adaptable with IDL processes and also gives more connection. Integrations like Microsoft team, Outlook, or any other like CRM could be used directly instead of that tool.

The reporting needs to be a lot better. Currently, if you go and check the reports in the packet, the reports are useless. Reporting is really bad. The report, when I generate my day to day users, should be sharp and useful. Now, in my current version, if I need to generate a good report, I have to have a Crystal Report installed and then connect it to my SQL database. There should be reports on various indicators right away.

Technical support is not offered by the company itself. Rather channel partners handle support, and it's not an ideal situation. They should offer their own direct support channels.

It should be more adaptable in terms of having the app and it should differentiate between a service request and an incident in Track-It!  

The solution should have a mobile app option so I can check on things when I'm out of the office or on my way to it.

There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update.