BMC Track-It! Room for Improvement

Global Manager - IT Service Centre at a pharma/biotech company with 1,001-5,000 employees
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. View full review »
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