Compare BMC Track-It! vs. ServiceNow

BMC Track-It! is ranked 4th in IT Asset Management with 1 review while ServiceNow is ranked 1st in IT Asset Management with 20 reviews. BMC Track-It! is rated 9.0, while ServiceNow is rated 8.4. The top reviewer of BMC Track-It! writes "We can use parent/child tickets and set up public views for our problem work orders". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". BMC Track-It! is most compared with ServiceNow, BMC Remedy Asset Management and BMC Helix Discovery, whereas ServiceNow is most compared with BMC Helix ITSM, Appian and JIRA Service Desk.
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BMC Track-It! Logo
588 views|332 comparisons
ServiceNow Logo
50,289 views|29,967 comparisons
Most Helpful Review
Find out what your peers are saying about Assyst vs. ServiceNow and other solutions. Updated: January 2020.
398,890 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

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

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The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.Easy to integrate with third-party applications.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.

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Cons
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.Their self-service is not user friendly.

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Transparency in the pricing model needs to be improved.I do not like the user interface.It's missing monitoring capabilities.For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.

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Pricing and Cost Advice
Information Not Available
The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.

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Ranking
4th
out of 35 in IT Asset Management
Views
588
Comparisons
332
Reviews
1
Average Words per Review
136
Avg. Rating
9.0
1st
out of 35 in IT Asset Management
Views
50,289
Comparisons
29,967
Reviews
21
Average Words per Review
599
Avg. Rating
8.4
Top Comparisons
Compared 46% of the time.
Compared 12% of the time.
Compared 21% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
BMC Numara Track-It!, Numara Track-It!, Numara
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BMC
ServiceNow
Overview

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.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about BMC Track-It!
Learn more about ServiceNow
Sample Customers
Florida Hospital, Mitchell InternationalAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
Top Industries
No Data Available
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company10%
University9%
VISITORS READING REVIEWS
Software R&D Company35%
Comms Service Provider11%
Government7%
Financial Services Firm6%
Company Size
No Data Available
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise8%
Large Enterprise73%
Find out what your peers are saying about Assyst vs. ServiceNow and other solutions. Updated: January 2020.
398,890 professionals have used our research since 2012.
We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.