BMC Track-It! and Freshservice compete in the IT service management category. Freshservice has the upper hand due to its comprehensive features.
Features: BMC Track-It! provides asset management, help desk functionalities, and a customizable interface that allows for easy monitoring and reporting. Freshservice includes incident management, a user-friendly and mobile-friendly interface, and workflow automation, enhancing efficiency in complex environments.
Room for Improvement: BMC Track-It! could enhance its automation features and improve cloud integrations. Its reporting capabilities might also benefit from further refinement. Freshservice could expand customization capabilities, improve AI features for case analysis, and enhance feedback mechanisms for AI learning.
Ease of Deployment and Customer Service: BMC Track-It! offers straightforward on-premise deployment and efficient support, easing transitions for companies with limited IT infrastructure. Freshservice's cloud-based model allows quick deployment and excellent support, providing flexibility for companies preferring minimal setup complexities.
Pricing and ROI: BMC Track-It! presents a lower initial cost and solid ROI, appealing to budget-conscious businesses. Freshservice requires a higher initial investment but offers significant long-term ROI through increased efficiency and scalability due to its feature-rich platform.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.7% |
| BMC Track-It! | 1.7% |
| Other | 93.6% |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 5 |
| Large Enterprise | 14 |
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.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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.
