Track-It
Track-It! is an IT help desk and IT asset management software platform from BMC Software serving 50,000+ SMB customer sites worldwide with ticketing, asset, change, and license management delivered on-premises or via AWS.
- Company typePrivate
- Founded1991
- HeadquartersSan Juan, Puerto Rico
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Track-It does
Track-It! is an IT help desk and IT asset management software platform originally developed by Numara Software in 1991 and acquired by BMC Software in 2012, where it now operates as a product line within BMC's broader IT service management (ITSM) portfolio. The platform is designed primarily for small and medium-sized businesses and is cited as deployed across 50,000+ customer sites worldwide.
The product combines help desk ticketing, IT asset management, knowledge management, change management, purchasing, software license management, and a self-service portal in a unified suite. It integrates BMC Client Management to deliver endpoint management features including patch management, software deployment, remote control, compliance management (with NIST SCAP certification), and mobile device management via a single-agent architecture. The platform supports both on-premises and AWS-hosted (Quick Start) deployments, provides native iOS and Android apps, exposes REST APIs for third-party integration, and connects with Active Directory, BMC Remedy, BMC Digital Workplace, BMC Remedyforce, BMC Discovery, BMC CMDB, and FootPrints, as well as Flexera for software catalog and asset data.
Track-It! monetizes through annual software subscriptions and per-module licenses, with a sales-led motion (direct sales, toll-free hotline, quote-based pricing) combined with product-led growth mechanics (free trial downloads, free video-based training). The customer base is a horizontal mix of SMB IT departments and service desks, with secondary positioning toward HR and facilities management use cases, and the product has retained customer relationships spanning more than a decade. Product leadership is anchored by Cris Coffey as Principal Product Manager, with the broader commercial, support, and roadmap context sitting inside BMC Software, headquartered in Houston, Texas.
Track-It firmographics
Firmographics- Name
- Track-It
- Legal name
- Track-It!
- Website
- https://trackit.com
- Company type
- Private
- Founded year
- 1991
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Track-It! is an IT help desk and IT asset management software platform from BMC Software serving 50,000+ SMB customer sites worldwide with ticketing, asset, change, and license management delivered on-premises or via AWS.
- Ownership category
- akta.pro rank
Track-It industry classification
Industry- Product category
- IT Help Desk Software
- NAICS
- Custom Computer Programming Services (541511), Other Computer Related Services (541519)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- IT Service Management (ITSM) Platforms (HDAEALAA)
- akta.pro secondary industries
- IT Asset Management (ITAM) Platforms (HDAEALAD), IT Incident, Problem & Change Management Platforms (HDAEALAI), IT Knowledge Management & Service Desk Platforms (HDAEALAH), Endpoint & Device Management (UEM/MDM) Services (BPAEABAF)
Keywords
Where Track-It is headquartered
LocationHeadquarters
- HQ city
- San Juan
- HQ country
- Puerto Rico
- HQ region
- Latin America
Offices1 record
Markets served
Track-It business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Operations
Revenue model
- Software Licenses and Subscriptions: Track-It! is sold as an integrated suite with core modules included and optional add-on modules available for specialized needs. The product is positioned as affordable for small to medium businesses. Both on-premises and cloud (AWS) deployment options are available.
- Professional Services and Training: Track-It! offers instructor-led training courses (Using Track-It! Training, Administering Track-It! Training, Help Desk Bootcamp) and consulting services for implementation, help desk management, and business analysis.
- Cloud Deployment (AWS): Track-It! is available as an AWS Quick Start for cloud deployment, providing turnkey hosted servers and applications through Amazon Web Services platform.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Core Suite with Optional Add-ons |
Go-to-market motion2 records
Distribution channels5 records
Marketing channels7 records
Track-It product offering
Product offeringCore offering
Track-It! is an IT help desk and endpoint management software platform that combines help desk ticketing, IT asset management, knowledge management, change management, and purchasing in a single integrated suite, with optional add-on modules for patch management, software deployment, remote management, compliance management, and mobile device management. The product is sold to small and medium-sized businesses either as an on-premises installation or as a cloud deployment through AWS Quick Start, and bundles BMC Client Management for unified endpoint visibility and security.
Product overview
Track-It! is a unified IT help desk software and endpoint management platform designed for small to medium-sized businesses, serving over 50,000 customer sites worldwide. The core Track-It! platform provides integrated modules for Help Desk Ticketing, IT Asset Management, Knowledge Management, Change Management, Purchasing, Software License Management, Self-Service Web Portal, Dashboards and Analytics, and Scheduled Emailed Reports. The platform includes additional modules for HR Management, Facilities Management, User Satisfaction Surveys, and Mobile Help Desk capabilities. For endpoint management, Track-It! bundles Client Management for Track-It! which provides Patch Management, Software Deployment, Remote Management, Compliance Management, and Mobile Device Management as add-on modules. The architecture combines the core help desk and asset management capabilities with integrated endpoint management through a single-agent approach, allowing IT teams to manage tickets, assets, patches, and compliance from one unified solution.
Differentiator
Problem solved
Functional benefit
Products and services
- Track-It! Core IT help desk software and asset management system for small to medium-sized businesses, integrating ticketing, asset management, knowledge management, change management, purchasing, and a self-service portal in a single platform installed at over 50,000 customer sites worldwide.
- Client Management for Track-It! Endpoint management solution bundled with Track-It! providing automated discovery, patch management, software deployment, compliance management, remote management, and mobile device management through a single agent on each endpoint.
- Patch Management Centralized patch deployment add-on supporting over 190 vendor products with automated detection, testing, and deployment across networked endpoints, available as an add-on to Track-It!.
- Software Deployment Automated software and operating system deployment add-on including bare metal provisioning, application distribution, and self-service software installation across network endpoints.
- Remote Management Web-based remote control add-on allowing technicians to access and control user devices directly from within Track-It! for troubleshooting and support, including devices outside the corporate network.
- Compliance Management Policy compliance enforcement add-on supporting SCAP, SOX, PCI, and HIPAA compliance standards with automated remediation capabilities and SCAP certification from NIST.
- Mobile Device Management Mobile iOS device inventory and management add-on including compliance checking, profile deployment, and remote lock/wipe capabilities.
Quantifiable outcome
- Reduce service desk calls by 80% with unified endpoint management
- +4 more outcomes
Companies that use Track-It
Customer profileNamed customers3 records
Segments2 records
Ideal customer profiles2 records
Track-It technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration9 records
Feature9 records
Track-It partnerships and signals
Strategic signalPartnerships
Four partnerships are on record, tiered core, flagship and minor.
- Amazon Web Services (AWS)coreTrack-It! is available as an AWS Quick Start providing turnkey hosted servers and applications in a secure, highly available, reliable and easily accessible system via the AWS platform. This partnership enables cloud deployment options for customers wanting hosted infrastructure rather than on-premises installation.
- FlexeracoreBMC Client Management integrates with Flexera Application Recognition Library to provide a comprehensive and normalized software catalog for software license management and compliance tracking.
- BMC SoftwareflagshipTrack-It! is a BMC Software product. BMC Client Management is bundled with Track-It! providing the engine for asset management, discovery, auditing, and remote control functionality. The product integrates with other BMC ITSM products including Remedy Smart IT, Digital Workplace, Remedyforce, Discovery for Multi-Cloud, BMC CMDB, and FootPrints.
- BSA | Software AllianceminorTrack-It! software license management features help organizations prepare for and manage software audits conducted by the BSA (Business Software Alliance). The product provides documentation and tracking to ensure compliance and avoid penalties from audit findings.
Scale indicators8 records
Recent moves5 records
Expansion highlights5 records
Track-It competitors and assessment
Company assessmentDirect peers
- Freshdesk: Freshdesk from Freshworks is a help desk and ticketing platform for SMB and mid-market teams. While broader than IT-only ITSM, it competes with Track-It for general help desk and service management workloads in SMB IT teams.
- SysAid: SysAid is an ITSM platform offering help desk, asset management, and endpoint management aimed at SMB and mid-market—competing with Track-It on integrated ticketing + ITAM + automation features for similar customer profiles.
- Freshservice: Freshservice is a cloud-native ITSM and IT help desk platform from Freshworks targeted at SMB and mid-market customers with integrated asset and endpoint management capabilities—directly comparable to Track-It's positioning, customer segment, and feature scope.
- SolarWinds Service Desk: SolarWinds Service Desk (formerly Samanage) is a cloud-based ITSM solution for SMB and mid-market with ticketing, asset management, and change management—directly comparable to Track-It in target segment and integrated feature set.
- Jira Service Management: Atlassian's Jira Service Management is an ITSM/IT help desk platform with strong asset and change management features serving SMB through enterprise teams—a direct competitor to Track-It in ticketing, asset, and change workflows, often evaluated alongside Track-It for SMB ITSM.
- ManageEngine ServiceDesk Plus: ManageEngine ServiceDesk Plus is an affordable, integrated help desk and IT asset management platform aimed at SMB and mid-market—competing head-to-head with Track-It on price, integrated ITSM/ITAM scope, and on-prem/cloud deployment flexibility.
- Zoho Desk / Zoho Assist: Zoho Desk and the broader Zoho IT management suite provide affordable help desk, asset, and remote management tools for SMBs—directly competing with Track-It on price-sensitive SMB segments and ease of use.
Broad incumbents
- ServiceNow ITSM: ServiceNow is the dominant enterprise ITSM platform with ticketing, asset, and change management capabilities. While positioned upmarket from Track-It, ServiceNow increasingly serves mid-market and large SMBs, representing the broader incumbent Track-It positions against on affordability.
- BMC Helix ITSM: BMC Helix ITSM is BMC's flagship enterprise ITSM suite—Track-It's parent company's main enterprise product. It shares technology lineage (e.g., BMC Client Management, CMDB) and competes for the same end customers as they grow, making it a direct internal/portfolio comparable.
Emerging players
- Spiceworks Help Desk: Spiceworks Help Desk is a free/affordable ticketing tool for very small IT teams and SMBs. While narrower in scope than Track-It, it targets the same low-end SMB buyer prioritizing cost, putting price pressure on Track-It's affordability positioning.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Track-It social profiles
Digital presenceTrack-It compliance and trust
Trust signalCompliance1 record
Track-It financial estimates
Financial estimateRevenue estimate
Valuation estimate
Track-It leadership team
Management profileNumber of profiles
Profiles1 record
Track-It funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Track-It M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Track-It
What does Track-It do?
Track-It! is an IT help desk and endpoint management software platform that combines help desk ticketing, IT asset management, knowledge management, change management, and purchasing in a single integrated suite, with optional add-on modules for patch management, software deployment, remote management, compliance management, and mobile device management. The product is sold to small and medium-sized businesses either as an on-premises installation or as a cloud deployment through AWS Quick Start, and bundles BMC Client Management for unified endpoint visibility and security.
Is Track-It a public or private company?
Track-It is a private company. It is classified as corporate owned and is currently operating.
When was Track-It founded?
Track-It was founded in 1991. It employs 11 to 50 people.
Where is Track-It based?
Track-It is headquartered in San Juan, Puerto Rico, in the Latin America region.
How does Track-It make money?
Three revenue lines are on record. Software Licenses and Subscriptions are the primary driver. The others are professional Services and Training and cloud Deployment (AWS).
Who are Track-It's main competitors?
Direct peers on record are Freshdesk, SysAid, Freshservice, SolarWinds Service Desk, Jira Service Management, ManageEngine ServiceDesk Plus and Zoho Desk / Zoho Assist. Broad incumbents are ServiceNow ITSM and BMC Helix ITSM. Spiceworks Help Desk is listed as an emerging player.
Does Track-It have an API?
Yes. Track-It! offers REST Web Service APIs that allow integration with custom intranet pages, custom applications, or other software systems. The API supports integrating barcode scanners and other third-party solutions. Authentication supports Active Directory integration for SSO. Developer documentation is at www.trackit.com/help-desk-software/rest-web-service-apis.
What industry is Track-It in?
Track-It's product category is IT Help Desk Software. Its primary akta.pro industry code is HDAEALAA, IT Service Management (ITSM) Platforms, with a secondary code of HDAEALAD, IT Asset Management (ITAM) Platforms. Its NAICS code is 541511 and its SIC code is 7372.