Track-It!

Basic Information

• Model: Track-It! is an IT Help Desk and Asset Management software solution.
• Version: Track-It! 2024 is the latest major release. Track-It! 2021 marked a significant redesign to a browser-based platform.
• Release Date: Track-It! 2024 Release 01 notes were updated on May 27, 2025. Track-It! 2022 R1 was available as of September 6, 2022.
• Minimum Requirements:
  • Processor: 2 gigahertz (GHz) Pentium 4 class (or equivalent) for server and web server components.
  • RAM: 1024 megabytes (MB) RAM for server and web server components.
  • Hard Disk: 400 megabytes (MB) for initial installation, potentially up to 2 Gigabytes (GB) for extraction.
  • Display: 1024x768 or higher resolution monitor, best viewed on 1280x1024 or higher.
• Supported Operating Systems:
  • Server OS: Windows Server 2022, Windows Server 2019, Windows Server 2016, Windows Server 2012 R2 (Deprecated), Windows Server 2012 (Deprecated).
  • Client OS (for Track-It! 11.4.xx, indicative): Windows 10 (64-bit), Windows 8.1 (64-bit), Windows 8 (32 and 64-bit), Windows 7 (32 and 64-bit).
• Latest Stable Version: Track-It! 2024.
• End of Support Date: Support for legacy 11.x versions of Track-It! ends on June 15, 2026. Customers should migrate to a supported 20.x version.
• End of Life Date: For 11.x versions, the End of Life is June 15, 2026, with no extended support available.
• License Type: Available as Named User, Concurrent, Self Service, and Barcode licenses. Pricing includes perpetual licenses for individual users and concurrent license models for larger enterprises, as well as subscription-based plans (Standard, Professional, Enterprise).
• Deployment Model: On-premise installation is supported. A cloud option is available through Amazon Web Services (AWS Quick Start) for the browser-based platform.

Technical Requirements

• RAM: Minimum 1024 MB (1 GB) for server and web server components.
• Processor: Minimum 2 GHz Pentium 4 class (or equivalent) for server and web server components.
• Storage: Minimum 400 MB for initial installation, potentially up to 2 GB for file extraction.
• Display: 1024x768 or higher resolution, with 1280x1024 or higher recommended.
• Operating System: Windows Server 2022, 2019, 2016 are supported for the server. Client operating systems include Windows 10, 8.1, 8, and 7.
• Other Software: Requires Microsoft .NET Framework 4.7.2, Microsoft Visual C++ 2017 Redistributable, Microsoft ODBC Driver 17 for SQL Server, and Microsoft OLE DB Driver 18 for SQL Server. IIS must be configured for web components.

Analysis of Technical Requirements: The listed minimum requirements are relatively modest, suggesting accessibility for a wide range of existing IT infrastructures. However, these specifications are primarily for older versions (11.4.xx) and may represent the absolute minimum. Modern deployments of Track-It! 2024, especially with integrated components like BMC Client Management and SQL Server, likely benefit significantly from more robust hardware configurations to ensure optimal performance and scalability. The reliance on specific Microsoft frameworks and drivers indicates a Windows-centric environment for server-side deployment.

Support & Compatibility

• Latest Version: Track-It! 2024.
• OS Support: Supports Windows Server 2022, 2019, 2016 for server installations. Client support extends to Windows 10, 8.1, 8, and 7.
• End of Support Date: Legacy Track-It! 11.x versions reach End of Support on June 15, 2026. Users are advised to upgrade to 20.x versions.
• Localization: Online technical documentation for Track-It! 2024 Release 02 is available in English, French, German, Portuguese (Brazil), Spanish, and Spanish (XL), implying software localization for these languages.
• Available Drivers: As a software solution, it does not require traditional hardware drivers. However, it integrates with BMC Client Management, which provides endpoint management capabilities including patch management, software deployment, and mobile device management. SQL Server drivers are automatically installed for database connections.

Analysis of Overall Support & Compatibility Status: Track-It! demonstrates broad compatibility with current Windows Server operating systems and maintains support for widely used client OS versions. The availability of documentation in multiple languages suggests good localization support. The clear end-of-support policy for older versions encourages migration to newer, more feature-rich platforms. Integration with BMC Client Management enhances its capabilities beyond core help desk functions, providing comprehensive endpoint management. The browser-based nature of newer versions simplifies client deployment and updates.

Security Status

• Security Features:
  • Encryption: Supports Transport Layer Security (TLS) 1.2 for database connections and HTTPS with TLS 1.2 or higher for data in transit. Backups are encrypted using 256-bit Advanced Encryption Standard (AES).
  • Authentication: Supports Microsoft Windows Integrated Authentication (WIA), Pass-through Authentication (using Active Directory), and Modern Authentication (EWS with oAuth2) for technicians and requestors.
  • Compliance Management: Offers features for policy compliance, including SCAP 1.2 certification, and helps ensure adherence to industry standards like SOX, PCI, and HIPAA.
  • Patch Management: Assesses, manages, deploys, and reports on patches to secure systems.
  • Device Security: Manages major antivirus and anti-spyware software from a single source.
  • Data Protection: Automatic daily backups with encrypted transfer and storage. Limited data collection and use/disclosure policies.
• Known Vulnerabilities:
  • Multiple vulnerabilities were patched in Track-It! 20.21.02, including HTTP Module Improper Access Control, Unrestricted File Upload (CVE-2021-35002), GetData Missing Authorization (CVE-2021-35001), and SafeBinaryFormatter Deserialization.
  • Older versions (e.g., 11.4) had critical vulnerabilities related to unauthenticated remote method invocations, allowing remote code execution and potential disclosure of domain administrator and SQL server passwords.
• Blacklist Status: No specific blacklist status information found.
• Certifications: SCAP 1.2 compliant certified by the National Institute of Standards and Technology. Cloud hosting data centers are SOC 2 and GDPR compliant.
• Encryption Support: TLS 1.2 for database connections, HTTPS with TLS 1.2+ for data in transit, and 256-bit AES for backups.
• Authentication Methods: Windows Integrated Authentication, Pass-through Authentication (Active Directory), and Modern Authentication (EWS with oAuth2).
• General Recommendations: BMC strongly recommends upgrading to the latest version (e.g., 20.21.02 or newer) to address known vulnerabilities. Using CA Signed SSL Certificates for secure data transfers is also recommended.

Analysis on Overall Security Rating: Track-It! incorporates a range of security features, including robust encryption for data at rest and in transit, and multiple authentication methods to protect access. Its compliance management capabilities and certifications (SCAP 1.2, SOC 2, GDPR for cloud) demonstrate a commitment to security standards. However, the history of significant vulnerabilities in older versions underscores the critical importance of keeping the software updated to the latest stable release and applying all available patches. Regular updates and adherence to security best practices, such as using SSL certificates, are essential for maintaining a secure environment.

Performance & Benchmarks

• Benchmark Scores: No specific industry benchmark scores are publicly available.
• Real-world Performance Metrics:
  • Users report ease of use, intuitive installation and configuration, and stability of the server.
  • The browser-based client in newer versions aims to improve performance and simplify deployment.
  • Some users find the Remote Control add-on to be clunky, unreliable, and a resource hog, impacting performance.
  • Older versions were noted for better skill-based routing in asset management compared to current versions, which some find less user-friendly.
  • The system can be cumbersome for certain processes like Incident and Change Management, and reporting is cited as needing improvement.
• Power Consumption: Not applicable for software.
• Carbon Footprint: Not applicable for software.
• Comparison with Similar Assets: Track-It! is often compared to solutions like ServiceNow, Freshdesk, and Zendesk. It is ranked #9 in License Management and #17 in IT Asset Management solutions by PeerSpot users, with an average rating of 7.4 out of 10.

Analysis of Overall Performance Status: Track-It! generally performs well for its core functions of help desk ticketing and asset management, with many users praising its ease of use and stability. The shift to a browser-based platform in recent versions aims to enhance overall performance and user experience. However, specific modules, such as the Remote Control add-on, and certain aspects like reporting and complex ITIL processes, receive criticism for being cumbersome or lacking efficiency. While direct benchmark scores are not available, user feedback suggests that performance can vary depending on the specific features utilized and the version deployed. Its competitive positioning against other market leaders indicates a solid, albeit sometimes imperfect, performance profile.

User Reviews & Feedback

• Strengths:
  • Easy to use, install, and upgrade, making it intuitive for help desk operations.
  • Excellent for logging and tracking help desk calls and inventory/asset management.
  • Features like automated ticket creation, customizable dashboards, knowledge base, and self-service portals streamline processes.
  • Provides valuable metrics and helps track IT assets, including hardware and software inventory.
  • Good customer support and a stable server environment.
  • Effective for managing IT assets, software licenses, and ensuring compliance.
• Weaknesses:
  • The Remote Control add-on is often described as clunky, unreliable, and a resource hog.
  • Some users find the price tag for licenses, particularly per-asset licensing for automated auditing, to be high.
  • Current versions are perceived as less user-friendly for small IT organizations compared to older versions, especially regarding asset management features like skill-based routing.
  • Reporting capabilities are frequently criticized as ineffective and in need of improvement.
  • The system can be cumbersome for Incident and Change Management processes.
  • Integration with other tools like Microsoft Teams and Outlook is desired.
  • Technical support is not always provided directly by the company, which can be a challenge.
• Recommended Use Cases:
  • IT Help Desk and Ticketing System management.
  • Comprehensive IT Asset Management, including hardware, software, and endpoint devices.
  • Knowledge Management for building and accessing solutions.
  • Change Management and Purchase Management.
  • Endpoint management, including patch management, software deployment, and mobile device management.
  • Suitable for small to mid-sized businesses and larger organizations requiring robust IT service management.

Summary

Track-It! is a comprehensive IT Help Desk and Asset Management software solution, with its latest major release being Track-It! 2024. It offers a powerful suite of integrated modules for managing help desk tickets, IT assets, knowledge bases, change requests, and endpoint devices. The software is available for on-premise deployment and also offers a cloud-hosted option via AWS. Licensing is flexible, with Named User, Concurrent, Self Service, and Barcode options, available through both perpetual and subscription models.

The technical requirements are generally moderate, supporting recent Windows Server versions for the server component and common Windows client operating systems. While specific minimum hardware requirements are available for older versions, modern deployments benefit from more robust configurations. The software supports multiple languages for documentation, indicating good localization.

Security is a key focus, with features such as TLS 1.2 encryption for data in transit and at rest, 256-bit AES for backups, and support for various authentication methods including Windows Integrated Authentication and oAuth2. It is SCAP 1.2 compliant, and its cloud infrastructure adheres to SOC 2 and GDPR standards. However, a history of vulnerabilities in older versions highlights the critical need for users to maintain the latest software updates and apply patches diligently.

User feedback generally praises Track-It! for its ease of use, intuitive interface, and effectiveness in managing help desk tickets and IT assets. Its customizable dashboards, knowledge base, and self-service portal are considered strong points. However, some users find certain add-ons, like the Remote Control feature, to be clunky and resource-intensive. Criticism also extends to reporting capabilities and the perceived complexity of some ITIL processes in newer versions, particularly for smaller IT teams. Despite these points, Track-It! remains a highly-rated solution in its category, suitable for organizations seeking to streamline their IT service and asset management operations.

In summary, Track-It! is a robust and feature-rich solution for enterprise asset and service management. Its strengths lie in its comprehensive feature set, ease of initial setup, and strong security posture when kept updated. Weaknesses include potential performance issues with specific modules and areas for improvement in reporting and user-friendliness for certain functions. Organizations should prioritize keeping the software updated to mitigate security risks and consider their specific needs regarding advanced ITIL processes and third-party integrations.

Information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.