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BMC Track-It! OverviewUNIXBusinessApplication

BMC Track-It! is #6 ranked solution in top License Management tools and #15 ranked solution in top IT Asset Management tools. IT Central Station users give BMC Track-It! an average rating of 4 out of 10. BMC Track-It! is most commonly compared to ServiceNow:BMC Track-It! vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 29% of all views.
What is BMC Track-It!?

Help Desk Automation

Eliminate the manual triage of issues that leads to stacks of sticky notes and emails, problems falling through the cracks, and overworked IT technicians with no way to track or prioritize work.

Knowledge Base

Centralize the documentation of known issues and use keyword search to find solutions. Technicians no longer waste time searching the web and troubleshooting issues that have already been solved by others.

Improved Efficiency

Keep track of how productive the help desk is, identify who needs more training, get feedback on the work technicians perform and justify resource needs to management.

BMC Track-It! was previously known as BMC Numara Track-It!, Numara Track-It!, Numara.

Buyer's Guide

Download the IT Asset Management Buyer's Guide including reviews and more. Updated: November 2021

BMC Track-It! Customers

Florida Hospital, Mitchell International

BMC Track-It! Video

Archived BMC Track-It! Reviews (more than two years old)

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it_user790929
Help Desk Manager at a consumer goods company with 501-1,000 employees
User
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.

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.
ITCS user
IT Customer Service Coordinator at a healthcare company with 1,001-5,000 employees
Real User
We use it to create and manage our work orders

Pros and Cons

  • "Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends."
  • "Track-It! has many features that help make us more efficient and cost effective as a department."
  • "We use it to create and manage our work orders."
  • "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."

What is our primary use case?

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

How has it helped my organization?

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.

What is most valuable?

Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends. Purchasing helps us keep track of the stock/items we need and tie them to work orders.

What needs improvement?

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.

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.
Find out what your peers are saying about BMC, ServiceNow, Ivanti and others in IT Asset Management. Updated: November 2021.
555,139 professionals have used our research since 2012.
ITCS user
Security Manager at a energy/utilities company with 201-500 employees
Real User
Able to identify problems and resolve them faster because of the centralized database

Pros and Cons

  • "Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."
  • "The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have."
  • "Our efficiency has improved drastically due to a massive reduction in phone calls."
  • "As a department, we have been able to identify problems and resolve them faster because of the centralized database."
  • "The area where we would like to see improvement is in the asset management module."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have. Being able to provide this data has been invaluable. 

What needs improvement?

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.

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.
Buyer's Guide
Download our free IT Asset Management Report and find out what your peers are saying about BMC, ServiceNow, Ivanti, and more!