Track-It!
Help desk software
IT service management tools
Service desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is Track-It!
Track-It! is an IT service management (ITSM) and help desk platform used to manage incidents, service requests, assets, and related IT operations workflows. It is typically used by internal IT teams in small to mid-sized organizations that need ticketing, self-service, and basic ITIL-aligned processes. The product combines service desk functions with asset and inventory tracking to support end-to-end request handling. Deployments are commonly positioned for teams that want a packaged ITSM tool rather than a highly customized enterprise platform.
Core ITSM ticketing workflows
Track-It! supports incident and service request management with assignment, prioritization, status tracking, and SLA-oriented handling. It provides a structured way to capture issues from end users and route them to IT staff. For organizations standardizing internal IT support, this covers the essential service desk workflow without requiring a broader business suite.
Integrated asset tracking
The product includes asset and inventory tracking capabilities that connect devices and configuration items to tickets and users. This linkage helps technicians understand the affected hardware/software context when troubleshooting. For teams that do not want separate tools for ticketing and asset records, the combined approach can reduce manual reconciliation.
Self-service and knowledge support
Track-It! typically includes end-user self-service features such as a portal for submitting and tracking requests. It also supports knowledge-oriented workflows to deflect repeat questions and standardize resolutions. These functions help reduce back-and-forth communication and improve consistency in how common issues are handled.
Limited enterprise extensibility
Compared with broader platforms in the space, Track-It! is generally less oriented toward deep customization across many business departments. Complex workflow orchestration, extensive low-code app building, or large-scale cross-functional service management may require additional tooling. Organizations with heavy process variation across teams can encounter constraints in how far the platform can be adapted.
Integrations may require effort
While Track-It! covers core ITSM needs, connecting it to a wide range of third-party systems (identity, monitoring, endpoint management, collaboration tools, and reporting stacks) may not be as turnkey as integration-first ecosystems. Some integrations can require configuration work, middleware, or professional services. This can increase implementation time when the environment is integration-heavy.
Reporting and analytics depth
Out-of-the-box reporting often meets operational needs (ticket volumes, SLA performance, technician workload) but may be less flexible for advanced analytics. Teams that need highly customized dashboards, complex data modeling, or consolidated reporting across multiple operational systems may need external BI tools. This adds overhead for organizations with mature reporting requirements.
Seller details
BMC Software, Inc.
Houston, Texas, USA
1980
Private
https://www.bmc.com/
https://x.com/bmcsoftware
https://www.linkedin.com/company/bmc-software/
