Link copied to clipboard # BMC Helix ITSM vs Track-It! Comparison - What are their main differences? Share [ Export ](/compare/bmc-software-bmc-helix-itsm/track-it/export.csv) BMC Helix ITSMTrack-It! [+ Add Product](#) Pricing **BMC Helix ITSM** No pricing available **Track-It!** Free Trial No pricing available **Pricing Insights** from reviews Time to Implement **BMC Helix ITSM** 5 months Based on 10 responses **Track-It!** 2 monthsFaster Based on 17 responses Return on Investment **BMC Helix ITSM** 25 months Based on 7 responses **Track-It!** 14 months11 months sooner Based on 13 responses Perceived Cost **BMC Helix ITSM** $$$$$ **Track-It!** $$$$$ Average Discount **BMC Helix ITSM** 19%10% more **Track-It!** 9% ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM") ![Track-It!](https://images.g2crowd.com/uploads/product/hd_favicon/1487565699/track-it.svg "Track-It!") 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Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **BMC Helix ITSM** [ Ease of Use (5) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2094759&qs=pros-and-cons#reviews)[ Ticket Management (4) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=1341017&qs=pros-and-cons#reviews)[ Bugs (1) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499007&qs=pros-and-cons#reviews)[ Complexity (1) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499008&qs=pros-and-cons#reviews) **Track-It!** Not enough data Integrations **BMC Helix ITSM** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image") ActiveDirectory Domain... ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_793034d14bb0f3fa12d97cf3cc0032c4/jira.jpg "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ View all ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/integrations) **Track-It!** Not enough data Screenshots **BMC Helix ITSM** No screenshot available **Track-It!** ![Track-It! screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/110866/Technician-Dashboard.jpg) **Ratings** from reviews Meets Requirements **BMC Helix ITSM** 8.0 8.0252 **Track-It!** 7.8 7.886 Ease of Use **BMC Helix ITSM** 7.2 7.2255 **Track-It!** 7.9 7.988 Ease of Setup **BMC Helix ITSM** 7.1 7.195 **Track-It!** 7.6 7.651 Ease of Admin **BMC Helix ITSM** 7.2 7.284 **Track-It!** 7.9 7.952 Quality of Support **BMC Helix ITSM** 7.5 7.5221 **Track-It!** 7.7 7.766 Has the product been a good partner in doing business? **BMC Helix ITSM** 7.9 7.978 **Track-It!** 8.1 8.150 Product Direction (% positive) **BMC Helix ITSM** 6.1 6.1251 **Track-It!** 5.7 5.785 **Features** ratings from reviews IT Service Management (ITSM) Tools 8.7 35 7.7 11 Service Desk 7.8 115 7.4 43 Help Desk Not enough data 7.9 18 User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 5.0% Mid-Market(51-1000 emp.) 20.9% Enterprise(\> 1000 emp.) 74.1% Small-Business(50 or fewer emp.) 5.0% Mid-Market(51-1000 emp.) 20.9% Enterprise(\> 1000 emp.) 74.1% Small-Business(50 or fewer emp.) 14.4% Mid-Market(51-1000 emp.) 57.7% Enterprise(\> 1000 emp.) 27.8% Small-Business(50 or fewer emp.) 14.4% Mid-Market(51-1000 emp.) 57.7% Enterprise(\> 1000 emp.) 27.8% **Reviewers' Industry** [![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) BMC Helix ITSM Information Technology and Services 34.6% Telecommunications 8.6% Hospital & Health Care 6.8% Computer Software 6.1% Higher Education 3.6% Other 40.4% [![Track-It!](https://images.g2crowd.com/uploads/product/hd_favicon/1487565699/track-it.svg "Track-It!")](https://www.g2.com/products/track-it/reviews) Track-It! Information Technology and Services 13.3% Hospital & Health Care 6.1% Higher Education 6.1% Utilities 4.1% Law Practice 4.1% Other 66.3% Alternatives **BMC Helix ITSM Alternatives** ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) **Track-It! Alternatives** ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") [ Zendesk for Customer Service ](/products/zendesk-for-customer-service/reviews) ![SysAid](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_b5f175d1ae623786a07d11d99b2b8c31/sysaid.png "SysAid") [ SysAid ](/products/sysaid/reviews) ## BMC Helix ITSM vs Track-It! FAQs Generated using AI Last updated: August 14, 2026 ### What is the difference between BMC Helix ITSM vs Track-It!? BMC Helix ITSM is distinguished by its enterprise-grade functionality and broad ITIL-aligned features, while Track-It! is recognized for its user-friendly interface and ease of setup. | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | [Track-It!](https://www.g2.com/products/track-it/reviews) | | --- | --- | | 3.7/5 (297 reviews) | 3.7/5 (100 reviews) | | Enterprise | Mid-Market | | 7.0 | 7.6 | | 7.5 | 7.7 | | Enterprise-grade ITIL features and automation | User-friendly interface and easy setup | ### How do the pricing models of BMC Helix ITSM and Track-It! compare? Track-It! is rated higher for value, with a stronger Price/Cost satisfaction score than BMC Helix ITSM. - **BMC Helix ITSM:** Reviewers note that the platform is more expensive compared to other ITSM tools, with some citing increased costs as a reason for discontinuing use. - **Track-It!:** In recent reviews, Track-It! is described as very reasonable and affordable, especially for organizations with many users. ### What are the best alternatives to BMC Helix ITSM and Track-It!? The top three alternatives to BMC Helix ITSM and Track-It! are Freshservice, ServiceNow IT Service Management, and Jira Service Management. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | 3.7/5 (297 reviews) | Enterprise | Expensive compared to other ITSM tools | Enterprise-grade ITIL features and automation | | [Track-It!](https://www.g2.com/products/track-it/reviews) | 3.7/5 (100 reviews) | Mid-Market | Very reasonable and affordable | User-friendly interface and easy setup | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | — | | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | — | — | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | — | ### Which IT Service Management (ITSM) Tools features should I prioritize when comparing BMC Helix ITSM and Track-It!? Buyers should prioritize automation, multi-channel access, ease of use, reporting, and integration capabilities when comparing BMC Helix ITSM and Track-It!. - **Automation:** Track-It! offers Automate Ticket Routing, not present in BMC Helix ITSM. - **Multi-Channel Access:** BMC Helix ITSM supports Multi-Channel Access, which Track-It! does not. - **Ease of Use:** Track-It! scores 7.9, BMC Helix ITSM scores 7.1. - **Reporting:** BMC Helix ITSM has 1 all-time mention for reporting; Track-It! is frequently cited for reporting features in reviews. - **Integration Capabilities:** BMC Helix ITSM is noted for integration with monitoring tools and Active Directory; Track-It! is cited for integration with Active Directory and after-hours help desk providers. ### What are the pros and cons of BMC Helix ITSM vs Track-It!? BMC Helix ITSM's headline strength is its enterprise-grade ITIL features and automation, while Track-It! stands out for its user-friendly interface and ease of setup. - **BMC Helix ITSM strengths:** Enterprise-grade ITIL features and automation (all-time mentions: 4 for ticket management, 5 for ease of use), robust reporting, and strong dashboard customization. - **BMC Helix ITSM trade-offs:** Reviewers cite complexity in setup and customization, a dated user interface, and higher cost compared to other ITSM tools. - **Track-It! strengths:** User-friendly interface, easy setup (Ease of Setup score: 7.6), and affordability. - **Track-It! trade-offs:** Reviewers note limited automation capabilities, less extensive integrations, and reporting features that could be improved. ### Is BMC Helix ITSM or Track-It! better for small businesses? Track-It! is the better fit for small businesses, as reflected by its largest segment and reviewer sentiment. - **BMC Helix ITSM:** Largest segment is Enterprise; reviewers highlight its complexity and higher cost, making it less suitable for small businesses. - **Track-It!:** Largest segment is Mid-Market; reviewers consistently describe it as easy to implement, user-friendly, and affordable for organizations with many users. ### Which IT Service Management (ITSM) Tools platform has better integrations? BMC Helix ITSM is favored for integrations, with reviewers citing more integration options and flexibility. - **BMC Helix ITSM:** Reviewers mention integrations with monitoring tools and Active Directory, as well as API capabilities, with positive sentiment around integration flexibility. - **Track-It!:** Reviewers cite integration with Active Directory and after-hours help desk providers, but note fewer integration options compared to BMC Helix ITSM. ### How do BMC Helix ITSM and Track-It! compare on customer support? BMC Helix ITSM and Track-It! are rated in near-parity for Quality of Support, with Track-It! scoring 7.7 and BMC Helix ITSM at 7.5. - **BMC Helix ITSM:** Reviewers describe support as responsive and knowledgeable, especially for complex configuration issues, though some mention slower response times for certain products. - **Track-It!:** Reviewers consistently praise customer support as very good, with several citing fast and helpful responses. ### Which is easier to implement, BMC Helix ITSM or Track-It!? Track-It! is rated easier to implement, with a higher Ease of Setup score (7.6 vs. 7.0 for BMC Helix ITSM). - **BMC Helix ITSM:** Reviewers frequently mention complexity in initial setup and configuration, requiring more time and expertise, especially for customization. - **Track-It!:** Reviewers highlight straightforward implementation, ease of configuration out of the box, and minimal learning curve for new users. ### Which product has better Reporting? BMC Helix ITSM is favored for Reporting, as supported by reviewer sentiment and feature mentions. - **BMC Helix ITSM:** Reporting is cited as a strength in reviews, with 1 all-time mention and positive feedback on dashboard customization and detailed analytics. - **Track-It!:** Reviewers note that reporting is functional but could be improved, with some relying on external tools for advanced reporting needs. ## BMC Helix ITSM vs Track-It! When assessing the two solutions, reviewers found Track-It! easier to use, set up, and administer. Reviewers also preferred doing business with Track-It! overall. - Reviewers felt that BMC Helix ITSM meets the needs of their business better than Track-It!. - When comparing quality of ongoing product support, reviewers felt that Track-It! is the preferred option. - For feature updates and roadmaps, our reviewers preferred the direction of BMC Helix ITSM over Track-It!.