What do you like best?
I love the extreme flexibility in customizing how information is presented to you in the Technician Client, and wish other software would adopt the same power and ease of customization for viewing of tabular information.
I love how Track-It! can be used to keep track of software licensing, check-ins and check-outs of equipment, purchase history, inventory of assets (manually entered), customizability of reports via Crystal Reports, and how all of these features (aside from Crystal Reports) are easily accessible from the same program client in addition to Help Desk Work Orders (aka "tickets").
I love how there is a BMC Communities website that opens up public discussions about their software. In the past there had not been such a thing and it was difficult to Google or search for solutions (although they did have a Knowledge Base, but it isn't the same as searching for user generated content).
I love the Change Management feature because it allows you to have a history of accountability and a way of acquiring approvals from co-workers serving certain job roles in the department.
I love how you can have "Assignments" of Work Orders (basically a ticket that is a sub-ticket of another ticket).
I love how you can configure a workflow of tickets based on criteria, but feel that BMC Software has room for improvement in this area because it feels like some options are missing between the configuration dialogues and the button when viewing work orders to apply a policy to a ticket (because it meets certain critera).
What do you dislike?
Like any other Help Desk & Inventory/Software-tracking software, Track-It! is not perfect and has its own quirks.
I dislike the price tag of 500 USD per Named technician license plus annual support per license, but for a large-small business organization that isn't an issue.
I dislike the Remote Control add-on for Track-It! because it is very clunky, has performance issues, does not always work (unreliable), and is a resource hog.
I dislike that to have automated asset auditing you have to pay licensing per asset. We do our inventory in Track-It! 100% manually. If you can afford the licensing for enough assets in your organization for automated auditing and integrate the log-in script, it can otherwise be very useful when someone logs a ticket and you are needing to know what asset belongs to them.
I dislike how the Solutions module is tied so directly to the Help Desk module that if you have deleting work orders disabled you also cannot delete entries in the Solutions module.
Manual maintenance in purging about a dozen different logs is required to prevent Track-It! from bringing its performance to a crawl. If you wanted to automate this, you have to manually setup scheduled tasks and scripts to perform SQL truncation of the systemlog table, maintain database index health, and occasionally rebuild the search database index. Why this couldn't have been automated from the start I without requiring manual intervention I don't know.
Recommendations to others considering the product
Try the software before you buy it. We were able to get 2-3 months through extensions of trial for Track-It! before we purchased it. You need to see via experience if it is something that will work out well for your department. It is worth taking the time to test it just enough to see if it is maybe something you would like. I recommend dedicating a single person to be the investigator and initial sole administrator of Track-It! so that you have someone on your team who can become thoroughly familiar with Track-It!. This helps because then this person can help to guide the department into using Track-It! effectively and lead into its fullest potential without everyone having to specialize their knowledge in the software. That is what I do for our department and it has worked out well. I have been able to communicate over the years of our Track-It! implementation features of the software that we have not used and how we can make use of them (as I explore and learn them), which has led to a significant growth and dependence on Track-It!.
What business problems are you solving with the product? What benefits have you realized?
Track-It! provides a way for our department to prioritize and keep track of all the requests and issues users (our customers) are experiencing in the organization. By requiring users to log tickets via a well known and published company e-mail address, we can maximize our productivity through less distractions while making sure that each item is investigated and closed. This is what any organization's IT department need granted they are not a small business.
This software also helps us to keep track of all of our assets (laptops, PCs, time clocks, TCP/IP video surveillance equipment, etc) and our software licenses. We use the Purchasing module of Track-It!, which has the added benefit of being able to link software licensing to purchases to provide traceability into how we acquired licensed software and proof of ownership through file attachments of invoices.