Compare BMC Helix ITSM and Track-It! 
At a Glance
Market Segments
Enterprise (75.4% of reviews)
Mid-Market (57.7% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
BMC Helix ITSM
Star Rating
(285)3.7 out of 5
Market Segments
Enterprise (75.4% of reviews)
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMTrack-It!
Star Rating
(100)3.7 out of 5
Market Segments
Mid-Market (57.7% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Track-It!Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Reviewers mention that BMC Helix ITSM excels in Change Management with a score of 8.8, highlighting its robust features that streamline the process, while Track-It! falls short with a score of 6.9, indicating a lack of comprehensive tools in this area.
- Users report that BMC Helix ITSM's Reports & Analytics feature is highly rated at 9.4, providing in-depth insights and customizable reports, whereas Track-It! only scores 7.4, suggesting limitations in its reporting capabilities.
- G2 users say that the Help Desk functionality in BMC Helix ITSM is rated at 9.2, offering a superior user experience and efficiency, while Track-It! is rated lower at 8.3, indicating it may not meet the same level of user expectations.
- Users on G2 mention that BMC Helix ITSM's Automation features shine with a score of 9.2, allowing for seamless ticket routing and response automation, compared to Track-It!'s score of 6.4, which suggests a less effective automation process.
- Reviewers say that BMC Helix ITSM provides a more comprehensive Knowledge Base integration with a score of 7.9, enhancing user support, while Track-It! struggles with a score of 6.5, indicating a less effective knowledge management system.
- Users report that BMC Helix ITSM's Asset Management is rated at 8.8, showcasing its ability to track and manage assets efficiently, whereas Track-It! scores 8.1, which may not offer the same level of detail and functionality.
Featured Products
Sponsored
Serviceaide ChangeGear
(98)
Help Desk
Visit Website
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableTrack-It!
No pricing availableFree Trial
BMC Helix ITSM
No trial information availableTrack-It!
Free Trial is available
Ratings
Meets Requirements
8.0
241
7.8
86
Ease of Use
7.1
244
7.9
88
Ease of Setup
6.9
84
7.6
51
Ease of Admin
7.1
82
7.9
52
Quality of Support
7.5
210
7.7
66
Has the product been a good partner in doing business?
7.9
76
8.1
50
Product Direction (% positive)
6.1
240
5.7
85
Features by Category
Ticket and Case Management
Not enough data
8.4
16
|
Verified
Not enough data
7.4
16
|
Verified
Not enough data
8.0
16
|
Verified
Not enough data
7.9
14
Not enough data
8.3
9
Not enough data
7.5
16
Not enough data
7.6
15
Not enough data
8.2
10
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
8.3
11
|
Verified
Not enough data
8.2
14
|
Verified
Not enough data
8.3
9
Not enough data
7.7
8
Not enough data
7.9
8
Platform
Not enough data
7.7
8
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
8.2
10
|
Verified
Not enough data
8.8
7
|
Verified
Not enough data
7.7
14
|
Verified
Not enough data
7.6
13
|
Verified
Administration
8.8
15
|
Verified
6.9
8
|
Verified
8.8
16
|
Verified
8.1
8
|
Verified
9.4
15
|
Verified
7.4
9
|
Verified
Service Desk
9.2
18
|
Verified
8.3
10
|
Verified
9.3
18
|
Verified
8.8
10
|
Verified
9.1
16
|
Verified
8.3
10
|
Verified
Management
9.4
8
|
Verified
7.5
6
|
Verified
7.9
7
|
Verified
8.1
6
|
Verified
8.5
8
|
Verified
6.3
5
8.8
8
|
Verified
8.3
5
|
Verified
7.7
8
|
Verified
8.1
6
Functionality
9.8
8
|
Verified
8.9
6
|
Verified
8.5
8
|
Verified
6.3
5
9.2
8
|
Verified
7.2
6
|
Verified
9.2
8
|
Verified
6.4
6
|
Verified
Incident Management
Feature Not Available
7.4
36
8.6
102
7.5
38
8.3
103
8.5
40
7.9
84
6.5
32
7.9
86
6.8
33
Reporting
7.9
89
7.2
35
7.9
86
7.8
29
Feature Not Available
6.7
24
Access & Usability
6.6
54
6.7
20
7.8
84
7.5
31
7.9
76
8.3
32
7.7
61
Feature Not Available
Categories
Categories
Shared Categories
BMC Helix ITSM and Track-It! are categorized as IT Service Management (ITSM) Tools and Service Desk
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Track-It!
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
33.8%
Telecommunications
8.9%
Hospital & Health Care
6.7%
Computer Software
6.3%
Higher Education
3.7%
Other
40.5%
Information Technology and Services
13.3%
Hospital & Health Care
6.1%
Higher Education
6.1%
Utilities
4.1%
Retail
4.1%
Other
66.3%
Most Helpful Reviews
BMC Helix ITSM
Most Helpful Favorable Review
Verified User in Retail
Systemetic appriach for incident management
Most Helpful Critical Review
Verified User in Telecommunications
* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...
Track-It!
Most Helpful Favorable Review
Verified User in Law Practice
Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.
Most Helpful Critical Review
Verified User in Law Practice
The software was slow to catch up to the times.
Verified User in Retail
Systemetic appriach for incident management
Verified User in Law Practice
Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.
Verified User in Telecommunications
* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...
Verified User in Law Practice
The software was slow to catch up to the times.
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
Track-It! has no discussions with answers
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