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At a Glance
Market Segments
Enterprise (75.2% of reviews)
Mid-Market (57.7% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
BMC Helix ITSM
Star Rating
(287)3.7 out of 5
Market Segments
Enterprise (75.2% of reviews)
Pros & Cons
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)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Track-It!Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that BMC Helix ITSM excels in Change Management with a score of 8.8, while Track-It! falls short at 6.9. Reviewers mention that BMC's robust features allow for seamless implementation of changes, making it a preferred choice for enterprises.
- Reviewers mention that BMC Helix ITSM's Reports & Analytics feature stands out with a score of 9.4, significantly higher than Track-It!'s 7.4. Users on G2 appreciate the depth of insights and customizable reporting options available in BMC, which aid in strategic decision-making.
- Users say that BMC Helix ITSM offers superior Incident Management capabilities, particularly in Ticket Prioritization with a score of 8.6 compared to Track-It!'s 7.5. Reviewers highlight that BMC's automated ticket routing and prioritization features enhance efficiency in handling incidents.
- G2 users report that BMC Helix ITSM's Help Desk functionality is rated at 9.2, while Track-It! is rated at 8.3. Users mention that BMC's help desk provides a more comprehensive support experience, including better integration with other ITSM processes.
- Reviewers mention that BMC Helix ITSM shines in Automation with a score of 9.2, whereas Track-It! struggles with a score of 6.4. Users report that BMC's automation features significantly reduce manual tasks, allowing teams to focus on more strategic initiatives.
- Users on G2 highlight that BMC Helix ITSM's Customer Portal is highly rated, providing a user-friendly interface for ticket submission and tracking, while Track-It! lacks the same level of intuitive design and functionality, impacting user satisfaction.
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
243
7.8
86
Ease of Use
7.2
246
7.9
88
Ease of Setup
7.0
85
7.6
51
Ease of Admin
7.2
83
7.9
52
Quality of Support
7.5
212
7.7
66
Has the product been a good partner in doing business?
7.9
77
8.1
50
Product Direction (% positive)
6.1
242
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
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
16
|
Verified
6.9
8
|
Verified
8.6
17
|
Verified
8.1
8
|
Verified
9.3
16
|
Verified
7.4
9
|
Verified
Service Desk
9.0
19
|
Verified
8.3
10
|
Verified
9.2
19
|
Verified
8.8
10
|
Verified
9.0
17
|
Verified
8.3
10
|
Verified
Management
9.4
9
|
Verified
7.5
6
|
Verified
7.7
8
|
Verified
8.1
6
|
Verified
8.3
9
|
Verified
6.3
5
8.7
9
|
Verified
8.3
5
|
Verified
7.6
9
|
Verified
8.1
6
Functionality
9.4
9
|
Verified
8.9
6
|
Verified
8.3
9
|
Verified
6.3
5
9.1
9
|
Verified
7.2
6
|
Verified
9.1
9
|
Verified
6.4
6
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Feature Not Available
7.4
36
8.6
103
7.5
38
8.3
104
8.5
40
7.9
85
6.5
32
7.9
87
6.8
33
Reporting
7.9
90
7.2
35
7.9
87
7.8
29
Feature Not Available
6.7
24
Access & Usability
6.6
55
6.7
20
7.8
85
7.5
31
7.9
77
8.3
32
7.7
62
Feature Not Available
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
33.9%
Telecommunications
8.9%
Hospital & Health Care
6.6%
Computer Software
6.3%
Higher Education
3.7%
Other
40.6%
Information Technology and Services
13.3%
Hospital & Health Care
6.1%
Higher Education
6.1%
Utilities
4.1%
Retail
4.1%
Other
66.3%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
Track-It! has no discussions with answers
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