BMC Track-It! and ServiceNow Discovery compete in the IT service management category. ServiceNow Discovery has the edge with its extensive feature set suitable for complex environments, despite its higher cost and deployment complexity.
Features: BMC Track-It! provides crucial help desk and asset management functions, including customizable reporting and ticket management. ServiceNow Discovery offers comprehensive automated IT asset management, advanced configuration management integration, and seamless discovery capabilities within its platform.
Room for Improvement: BMC Track-It! could enhance its user interface and reporting functionalities, expand integration capabilities, and improve scalability for larger enterprises. ServiceNow Discovery requires improvement in ease of troubleshooting, enhanced affordability, and streamlined setup processes to better compete in smaller market segments.
Ease of Deployment and Customer Service: BMC Track-It! is known for its straightforward deployment and efficient customer support, ideal for small to mid-sized businesses. In contrast, ServiceNow Discovery, while more complex to deploy, offers strong support systems attractive to large enterprises with diverse needs.
Pricing and ROI: BMC Track-It! appeals with lower upfront costs and a strong ROI for budget-conscious organizations. ServiceNow Discovery, although requiring a higher initial investment, provides substantial long-term ROI potential for those leveraging its full capabilities.
| Product | Market Share (%) |
|---|---|
| ServiceNow Discovery | 4.7% |
| BMC Track-It! | 1.7% |
| Other | 93.6% |
| Company Size | Count |
|---|---|
| Small Business | 16 |
| Midsize Enterprise | 5 |
| Large Enterprise | 23 |
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.
ServiceNow Discovery finds applications and devices on your network, and then updates the CMDB with the information it finds. Discovery is available as a separate subscription from the rest of the Now Platform.
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